Claims Manager at Hollard Insurance

Job Advert Summary    

• Manage and provide technical expertise to a claims department that strives to provide the best possible experience for the customer with a consistent and fair service, whilst maintaining our commercial responsibilities
• Provide operational and strategic direction for the PSSA Claims Department to enable the team to deliver customer needs
• Establish and test new strategies to improve efficiency and the customer experience
• Minimise the time taken for a claim to be processed end to end
• Identifying and addressing systemic issues and training gaps for the Claims Department
• Liaising and effectively communicating with the General Manager of Claims and the Operations Leadership Team to provide an optimal and seamless customer experience
• Support and drive greater digital adoption and communications

Contribute to PetSure’s profitable growth by:

• Strategic Planning
•  Prepare and deliver the PSSA claims business strategy in alignment with broader business objectives
• Responsible for development and administration of annual department budget to attain business goals with operational stability
• Manage metrics, ensuring customer satisfaction, and reporting performance levels related to the PSSA Claims Department
• Maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance
• Coordinate technical resources to meet client expectations and ensure satisfaction
• Drive continuous improvement in people, technology, processes and service
• Responsible for the operational implementation of new products and other product changes
• Ensure compliance with regulatory agency guidelines and standards
• Profitability & Results
• Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and employee development
• Implement and deploy processes, systems, and people capabilities across the claims function to achieve target business performance
• Decrease claims leakage and ensure controls are in place to monitor and manage claims costs
• Providing a positive claims experience to the customer
• Effectively lead, motivate, coach and manage the operational requirements of the Claims department
• Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every customer claiming experience
• Engage and build strong relationships with other Department Managers by pro-actively arranging regular meetings as well as attend and contribute to Operational Management meetings
• Create and continually review and monitor KPIs. Ensure KPIs are communicated and documented for all claims staff
• Formal and informal feedback delivered to drive high performance, development and employee engagement
• Effectively lead team through change. Change management discussed regularly at leadership meetings
• Relevant training rolled out to individuals and the team both at on-boarding and throughout an employee’s tenure
• Ensure Team and individual meetings are occurring across claims on a monthly basis to ensure staff are updated on goals, strategies and outcomes
• Builds a performance based culture where staff are engaged and receive reward and recognition for exceeding performance objectives
• Ensure sub-standard performance addressed in a timely manner and within policy guidelines
• Build a team of passionate pet people

Required Knowledge and Experience    
Desirable

• A proven understanding of the General Insurance Regulatory environment and an ability to apply this in an operational setting
• Strong technical insurance and policy interpretation skills
• At least 5 years’ experience in the insurance profession

Essential

• Commercially savvy with excellent business acumen and awareness
• The ability to excel in a dynamic, fast-moving environment and think on the run
• Proven team performance and leadership in an insurance operational setting
• Proven change management experience and success in managing people through change
• Proven presentation skills and ability to engage with multiple and diverse stakeholders
• Exceptional communication skills, both from a client facing presentation perspective as well as formal written communication
• Proven sales ability including outstanding negotiation skills, persuasive ability, excellent communication skills and the ability to interact at a strategic level
• Abilityto translate and cascade business strategy into operational outcomes
• Demonstrated experience in coaching and mentoring capable technical staff

Educational Requirements    

• Prior to joining PetSure
• A formal, reputable, Business, Finance, Veterinary Science Degree

Closing Date: 19th, March 2022