Team Manager Claims Central Services Team

Pro Insurance currently has an exciting new opportunity for a Team Manager to join our Claims Central Services Team.

Pro operates a hybrid working model and the majority of this role will be working from home with regulartravel to one of our local ELPL hub in Glasgow Liverpool or Horsham on a weekly basis and other locations when required.

Purpose of Role

Reporting directly to the Head of Specialist Claims the Role Holder will be responsible for the leading and motivating the Claims Central Services Team which is responsible for the delivering of the following functions for the UK Specialist Claims Team function:

• Processing inward and unreferenced post
• FNOL processing
• Inward ELTO Tracing Activity
• Outward ELTO Tracing Activity
• Coverage Investigations

Responsibilities

Operational Management of the team to include but not limited to the following areas of responsibility:

People

• Line Management of team.
• Talent identification and management.
• Team building.
• Monthly 121s with all direct reports.
• Weekly team meetings.
• Appraisals.
• Ensuring all direct reports have a PDP in place and that is actively managed.
• Enhance the ability of the team to perform through contribution to structured training plans developed to address any wider development needs.
• Ensure adherence to the Company Charter.

Operational Delivery

Ensuring compliance with all SLAs via:

• Management of resource - You will ensure resources are planned implemented and utilised to ensure operational delivery.
• Weekly team meetings.
• Ensuring QA/QC are completed in a timely fashion.
• Conducting regular resourcing reviews.
• Recruitment
• Delivery of training and induction plans.
• Working with the finance team and the Account Manager to monitor the financials and profit margins for the CCST function.
• Working in conjunction with the Account Manager the role holder will produce review and provide analysis and commentary to operational MI and ad hoc presentations to support delivery of value to clients.
• Working with Specialist Claims Analyst to develop data points and reports to monitor and measure Pros operational strategy.
• Adopting a continuous improvement approach as to identify areas where the team can add greater value to Pros overall value proposition i.e. operational efficiencies improvements and strengthening team capability.

Compliance and Governance

• Driving a culture of excellence and operational rigour through the team via regular operational reporting quality assurance governance controls structured training regular coaching and feedback.
• Oversight of QA/QC processes and function within the CCST Team.
• You will ensure governance and control procedures are in place such as data management to ensure UK EL PL Claims maintains operational resilience requirements.
• You will ensure all suitable controls are in place through a monitoring and control framework to be agreed by Pro Compliance Team.
• Oversight of external audit processes including but not limited to ELTO Directors Certificate and MIB Tracing Audits and engagement with external Auditors/Stakeholders.

General

• Contribute to and manage projects relevant to the team specifically in respect of Pros wider claims proposition.
• Support business development initiatives (as required) and participate as Operational SME in appropriate business development activity.
• Represent clients and Pro in a Professional manner to both peer and potential marketplace acquaintances.

Skills and experience

• Previous Team Management experience
• Strong stakeholder management is essential as the successful candidate will liaise with various business functions internally and externally with our clients.
• Familiar with process efficiency methods
• Experience of leading and influencing people.
• Understand the business environment.

By submitting your personal data to Pro Insurance and by using our website you give your consent that all personal data you submit as part of your application may be processed by us in the manner and for the purposes described in our HR applicant privacy policy. For further information please refer to our Data Protection Policy a copy of which can be requested from Pro HR.

Pro is a specialist outsourcing and consulting company focused solely on the insurance and reinsurance industries.

We work with clients to identify changes needed to improve their business processes minimise operating overheads and implement the controls required to meet new regulations delivering tailored solutions to meet clients needs.

Our UK offices are in Gloucester Glasgow Liverpool Horsham and central London. We are also a global company with offices in the United States Cologne and Unna (Germany) and Argentina. We also operate a hybrid working model so you can work at home and in the office.

We provide expert support in the areas of underwriting claims management financial and technical accounting and risk and auditing utilising the best technology available on the market and adopting a proactive approach.