Description:
Primary purpose of the role is to provide effective management of the Claims team, perform the claims service role for a portfolio of clients, and support the achievement of the Business Unit targets and plans.
These Goals Are Expressed In Terms Of
- People Management
- Client Service
- Client and Revenue Retention/New Business
- Efficiency and Compliance.
The Role 1. People Management
- Ensure team members achieve their agreed objectives and are held accountable for their performance and development plans taking appropriate action to address issues, and ensuring 100% timely completion of appraisals
- Ensure all team members meet agreed client excellence standards required
- Provide technical assistance where required and actively invest in improving the team members capabilities
- Organise and manage team meetings and promote ongoing two-way communication
- Ensure team attendance to the office in line with the minimum of 2 days per week
- Client Service
- Develop resilient client relationships and perform service management for own portfolio dealing with all aspects of each client’s claims
- Deliver superior client service ensuring that all client requirements are met by the team
- Always provide clients with best-in-class advice and ensure clients are kept fully informed of all developments
- Demonstrate a clear understanding of
- the Claims Environment including the PIAB and the Irish Legal system
- policy cover across all classes of non-life insurance
- Ensure all instructions and queries are dealt with in a comprehensive and timely manner
- Foster beneficial Insurer and Loss Adjuster relationships whilst demonstrating the ability to robustly challenge coverage/strategy/reserves where necessary
- Client and Revenue Retention/New Business
- Work with the team to support the business unit in achieving its targets through the appropriate management of resources
- Support the achievement of client retention and new business targets and revenue growth
- Support and work with other members of the client service team (Account Executives and Brokers) ensuring they are kept fully informed of all important developments
- Support cross selling initiatives and new strategies
- Efficient Systems and compliance
- Ensure compliance with WTW procedures and regulatory standards/requirements are met across the team, e.g. Claims Diaries kept up to date by the team and regulatory requirements are maintained
- Oversee workflow management for the team tenure they are meeting required targets
- Actively create a culture of innovation by continuous improvement of process, workflow and cost reduction whilst maintaining “best practice systems”
- Ensure there are client protocols in place and maintained for all clients with high frequency/complex claims
- Implement/Assist in implementation of operational change
- Participate in project tasks as required
- Support & encourage cross unit co-operation and communication
- Ensure consistency of work practices within the team
- Review/update claims procedural manual
- Assist in the development and implementation of appropriate MI, such as Service Hub.
Qualifications What you’ll bring
- Relevant years’ experience in a commercial claims’ role.
- Professional qualification (ACII/MDI) or working towards.
- Strong client service focus on effective communication, negotiation and influencing skills.
- Proven ability to lead, coach and direct a team to deliver agreed objectives.
- Strong operational awareness, including understanding of business objectives and the use of technology to support efficient delivery.
- Demonstrated capability in problem-solving and planning, with experience improving processes/standards, delivering key metrics/MI, and managing change.