Overview
Role: Scheme Manager - Claims Handling. Location: Bristol. This is a full-time role within the Claims team.
Department
The Claims Handling Department handles claims on behalf of leading insurers, acting under delegated authority levels for pre-litigated matters from first notification of loss to resolution. The team provides value to the firm as an internal client and supports the firm's insurance business and future strategy. The team is based in RPC's Bristol office at Bridgewater House. The role may require travel to the London office occasionally.
The role
As a Scheme Manager you will join a growing team that handles claims made against professionals on an outsourced basis. You will work with the Head of Claims and other team members and be responsible for line management of a team of Claims Handlers, Senior Claims Handlers and Technical Claims Handlers, managing resources and capacity.
Responsibilities
* Be responsible for client relationship management, including being a point of contact for general queries from assigned accounts, delivering feedback and maintaining collaborative relationships with insurer clients.
* Create a high performing team through supervision and mentoring of direct reports.
* Proactively manage the team\'s files to comply with SLAs and KPIs.
* Ensure quality and integrity of MI captured within the case management system.
* Maintain reporting across an account and liaise with internal administration to deliver reports to insurers as required.
* Deliver technical training, coaching and support to team members and the wider department.
* Identify trends and escalate risk information to the Head of Claims and insurers where appropriate.
* Build and maintain effective relationships with customers and suppliers to meet and exceed service levels.
* Ensure accurate operation of the Delegated Authority given by insurer clients.
* Ensure QA standards are achieved and procedures are adhered to through regular audits.
* Prepare for and chair periodic meetings with key stakeholders.
Knowledge, Skills and Experience
* Specialism in claims with technical knowledge and expertise.
* Up-to-date understanding of relevant laws, policies, procedures, and practices.
* Recognised as a technical expert within the team, developing subject matter expertise.
* Previous line management experience as a team leader or similar, with ability to manage performance and resourcing, coaching and developing people.
* Able to develop deep client relationships and adopt a client-centric approach.
* Able to build internal relationships across the firm to deliver excellent client service.
* Commercial, proactive approach with timely responses to client needs and deadlines.
* Proactive evaluation and improvement of processes, procedures, and policies.
* Committed to a supportive, inclusive, and collaborative firm culture.
Diversity, equity, inclusion and belonging
We are problem solvers. We value diverse collaborative thinking and equitable treatment for everyone who applies or works for the firm. If you need support or adjustments, we are here to help. We support flexible working and hybrid arrangements where possible; contact our recruitment team with any questions.
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