Senior Manager – Head of Claims & Customer Service, Europe (Customer Operations)
London, United Kingdom
Full-Time
Claims & Customer Service: responsible for leading a multi-lingual outsourced team responsible for claim handling and servicing for our pan-European operation
Claims Validation Strategy: responsible the claim validation strategy across all products, categories, and channels; implementation of the strategy based on commercial risks and opportunities
Claims processes and procedures: development of efficient claims processing procedures to ensure timely and accurate handling of claims, making sure operational, financial and service requirements are met. This includes processes and procedures for Claims Validation and Troubleshooting teams, proving them with tools and knowledge to effectively handle claims in line with policy T&Cs
Claims Management: Responsible for overseeing and managing the claims handling process, ensuring efficient and accurate claims processing while maintaining a high level of customer satisfaction. You will play a critical role in claim validation, fraud prevention and detection within the claims process
Vendor Management: leading, building, and managing the pan-European Customer Services team with rigorous control frameworks for the fair, consistent and visible handling of claims and customer service queries, making sure the vendor is delivering on SLAs and KPIs
Maintaining up-to-date- knowledge of legislation, regulations and industry trends including Treating Customers Fairly, Consumer Duty, and emerging fraud schemes and technological advancements related to claims handling and fraud detection
Fraud prevention & detection: Implement fraud prevention and detection strategies to minimise financial losses due to fraudulent claims
Legal, Compliance & Regulation: Ensure compliance with regulatory requirements, applicable laws in the market we operate, and internal policies related to claims handling and fraud prevention.
Data & Performance Analysis: Review and analyse performance data (claims, customer service, vendor SLAs, etc) to identify trends and patterns. Provide regular reports and updates to senior management on claims and customer service department performance, including fraud prevention initiatives and outcomes
Relationship Management: build strong relationships with external partners, clients, insurers and regulators, giving them confidence that our claims management practices are in line with all compliance and regulatory requirements
Degree level educated, preferably in a relevant field (e.g. law, business, finance, risk management)
Strategic planning, problem solving and execution
Commercial acumen
Strong customer focus and drive to get things right for our customers
Strong written and verbal communication skills
Continuous improvement mindset and change management experience
Understands and knows how to implement complex operational processes including tracking to completion
Strong collaborative and interpersonal skills; a team player
Ability to build effective working relationships and deal with stakeholders at all levels
Proactive and uses own initiative
Excellent analytical and problem-solving skills.
Detail-oriented and highly organised, with the ability to prioritise and manage multiple tasks simultaneously
Extensive experience in Claims Management in the Insurance industry
Strong knowledge of insurance claims processes, regulations, and best practice
Experience in fraud prevention and detection
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