Overview
Job Title: Claims Vendor Account Manager
Division: Group Claims
Reports To: Beazley’s organisation chart
Key Relationships: External Clients and Suppliers to include Delegated Claims Administrators, Coverholders, Brokers, regulators, Chief Claims and Litigation Officer, Heads of Claims, Claims Team Leaders, Claims Business Management Leadership, Operations, Underwriters, Compliance, Internal Audit, Risk Management.
Job Summary
To support Beazley’s vision of being the highest performing specialist insurer by managing and coordinating our landscape of DCAs and claims service providers to deliver an efficient and scalable portfolio of partners who will provide the best level of claims service for the benefit of Beazley, its clients and other stakeholders, and will ensure consistent, fair and efficient claims settlements. To develop our external claims service standards, selection and oversight processes and maintain regular reviews of our key partners.
Key Responsibilities
Strategy
* Work closely with the Head of Claims Vendor Management to develop and implement an onboarding and oversight regime of our delegated and non-delegated vendors.
* Demonstrate an understanding of the regulatory landscape that applies to outsourcing arrangements and apply this to the claims vendor framework, policy and processes ensuring alignment to the Group Procurement and Outsourcing policies.
* Continuously review, design and implement improvements to our vendor framework, policies and processes.
Operational
* Maintain a complete register of the claims vendors in CRM (or any other system used to store this data).
* Working with the Head of Claims Vendor Management establish and maintain an operational and risk scoring system for claims vendors to align with Group Vendor Management oversight.
* Provide assistance to Claims Professionals in the selection and approval of claims vendors.
* Ensure end-to-end due diligence procedures and oversight regime for the selection and appointment of claims vendors are appropriate and meet regulatory requirements.
* Deliver any operational changes required in the claims vendor space and participate on internal projects as an SME in this area.
* Work towards improving data quality and completeness for claims vendors over time through enhancements to procedures, cross-skilling and continuous improvement of the data processing tools.
* Review output of audit work, discuss remediation actions with claims vendors and Claims Professionals to ensure remediation of actions and report outcomes to the Group Claims Committee
* Liaise with Conduct Risk in relation to conduct matters relevant for claims vendors to ensure alignment with Consumer Duty (and relevant local legislation).
* Share and develop best practice both within the claims team and where relevant with other teams.
* Where required, arrange to conduct file reviews or audits and resolve any issues identified to include follow up meetings and reporting as necessary.
* Collate data for committee papers, as requested by the Head of Claims Vendor Management.
Working with Underwriters and Claims Team leaders
* Provide input on proposed claims handling arrangements and assist Claims Professionals with claims vendor selection.
* Influence Underwriters to encourage selection of preferred providers or panel providers when combining delegation of claims services with the underwriting process.
Broker and Insured Relations
* Work proactively to develop and manage strong relations with key brokers and insureds.
* Attend meetings with brokers and insureds, as appropriate, to ensure a consistent claims service is provided via our claims vendors.
* Promote the Beazley brand of excellence and professionalism in client service.
Team Management
* Ensure that any team member for whom you are responsible has the knowledge and the skills necessary to perform effectively in their given role.
* Identify and plan their development and training needs and ensure that they attend any necessary training.
* Mentor and support team members in a personal and professional capacity.
* Monitor workloads and workflow. Review and report on staffing levels, anticipating current and future needs.
Personal Specification
Education and Qualifications
* Graduate calibre
Skills and Abilities
* Strong analytical skills
* Good leadership skills with the ability to influence a team of professionals
* Process management skills - able to review existing processes and procedures; making recommendations for rationalisation/improvement
* General commercial and financial knowledge
* Strong communication skills – able to communicate at all levels, both verbally and in writing
* Good motivational skills – able to build and manage strong teams
* Strong focus on time management, able to manage several diverse and concurrent projects
* Hands-on implementer, able to drive through change where appropriate
Knowledge and Experience
* Delegated Claims experience to include the oversight and management of DCAs
* Knowledge of the DCA due diligence process
* Knowledge of the audit process to include general independent audits as well as claim file audits and those to include coverholders where they are delegated claims authority
* Client service experience gained within an insurance environment
* Experience in insurance preferably the Lloyd’s Market
* Experience of assisting in the managing of teams with a demanding and pressurised workload
* Experience of assisting in the implementation of process improvement
Aptitude and Disposition
* Achievement orientated
* Self-motivated, flexible and enthusiastic
* High energy and personal drive
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