Job Description



To lead and oversee performance of designated subsidence teams, ensuring that customers receive a high-quality, timely and efficient service from initial instruction through to resolution.



The role is accountable for service excellence, efficient claim progression and lifecycle performance, with a particular focus on reducing end-to-end claim lifecycles, enhancing customer satisfaction and ensuring work progresses efficiently through each stage of the customer journey. You will also be accountable for ensuring teams meet the business financial objectives / targets in terms of revenue. The role will provide strong operational leadership across multiple teams, ensuring Team Managers have the capability, capacity, information and accountability required to deliver against agreed service, lifecycle and performance / financial objectives.




Responsibilities

• Take overall responsibility for service delivery across the designated team(s) and assigned client portfolio.


• Drive effective case progression to accelerate settlement times and improve customer satisfaction.


• Maintain clear oversight of workflow, volumes, capacity, ageing claims and demand across the teams.


• Ensure work is appropriately prioritised according to customer need, complexity and business requirements


• Identify service deterioration at an early stage and ensure timely intervention.


• Hold Team Managers accountable for delivering agreed service, performance standards and financial objectives (i.e. revenue targets)


• Provide the Head of Operations with clear visibility of current performance, emerging risks and required interventions.


• Identify bottlenecks, delays, hand-off failures and avoidable touchpoints impacting lifecycle.


• Use MI and root-cause analysis to understand why cases are ageing or failing to progress.


• Establish clear ownership of cases at every stage of the customer journey.


• Lead, coach and develop Team Managers responsible for individual operational teams.


• Set clear expectations across the teams around service delivery, lifecycle, productivity, quality, people management and finances.


• Conduct regular performance reviews with Team Managers, using MI to identify trends and areas requiring intervention.


• Maintain a strong focus on delivering positive customer outcomes throughout the subsidence journey.


• Ensure customers receive timely, proactive and effective communication.


• Monitor backlog, ageing workflow and take corrective action where required.


• Ensure learning from complaints, audits and customer feedback is incorporated into process improvements.


• Lead a culture of continuous operational improvement across the portfolio.


• Share successful practices between teams and ensure improvements are embedded consistently.


• Challenge processes that unnecessarily increase lifecycle or operational complexity.

• Subsidence experience at management level


• Detailed understanding of Client requirements.


• Understanding of people management


• Understanding of resourcing planning requirements in a dynamic environment.


• Knowledge of Insurance Principles


• Experience of managing managers/team leaders across multiple operational functions


• Evidence of strong leadership skills and good planning / organisational skills


• Proven track record on delivering successful change and introducing initiatives

• Insurance related qualification i.e. Cert CII or Cert CILA


• Relevant professional qualification in management, operations, leadership or a related discipline.


• Experience of operating within a large or complex organisational structure.


• Experience of budget management and financial planning.


• Experience of workforce planning & organisational design


• Experience of delivering cost efficiencies or productivity improvements.


• Experience of working within a regulated, highly accountable or compliance-focused environment, where relevant.