Senior Claims Manager

22 Days Old

Role Purpose
The Senior Claims Manager is responsible for the day-to-day running of our Head Office claims function. You’ll be the first point of contact for our partners, stakeholders and staff, and will oversee the smooth running of the claims function within our Diss Operation.
This is your chance to make an impact by helping to continuously improve and shape our client’s customer experience and where your contributions will be valued and recognised.
Credit hire experience and people management experience are essential for this role.
Responsibilities
* Provide strong, joined-up leadership across the senior management team, working collaboratively to deliver business objectives.
* Lead and manage the FNOL and On Hire teams with full accountability for people management, financial performance, service quality, MI completion, and adherence to processes and service standards.
* Build and maintain effective relationships with clients, referral sources, third parties, and internal stakeholders, communicating clearly to influence outcomes and maximise opportunities.
* Drive exceptional customer service performance across the business, evidenced through Net Promoter Score, Google reviews, and complaint outcomes.
* Oversee operational performance across the claims function, including FNOL, claims handling times, volumes, cost control, and handler file counts, reporting performance through accurate and timely MI.
* Attend and contribute to management meetings, providing clear updates on operational performance, risks, and improvement activity.
* Develop, train, and motivate a high-performing team through effective supervision, workload allocation, appraisals, and coaching, including management of both remote and in-house colleagues.
* Lead continuous improvement and change initiatives, supporting the design, implementation, and embedding of new processes, systems, and training programmes across the claims function.
* Provide expert advice on complex operational or claims matters and act as a source of subject-matter expertise for the wider business.
* Ensure operational documentation and core claims administration tasks are maintained and delivered in line with agreed SLAs.
Experience & Requirements
* Strong attention to detail and analytical skills
* Credit Hire knowledge
* People Management Experience
* Excellent communication and interpersonal skills
* Proven ability to work under pressure and manage multiple priorities in a fast paced environment
Apply
Location:
IP22, Frenze, Norfolk
Job Type:
FullTime
Category:
Accounting/Financial/Insurance

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