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Responsible to: Director of Volume Claims
Job Summary
A member of the leadership team, the role holder will be responsible for the effective leadership and management of the Volume Claims operations, including onboarding, customer servicing, digital claims processing, complaints management, MI & Data reporting, resource planning, and people performance & routines.
Key Accountabilities
Leadership & Management of Claims Service Operations
* Manage onboarding functions for all new claims, ensuring delivery of service levels, conversion metrics, and budget adherence.
* Lead initiatives for adopting digital technologies to improve service delivery, automation, and cost reduction.
* Ensure quality of service across volume claims teams to meet service level agreements with partner clients.
* Motivate teams through leadership, achieving performance targets, engagement, and customer satisfaction.
* Oversee client care procedures, regulatory compliance, and manage escalated complaints effectively.
* Implement procedures for vulnerable customers, ensuring compliance with standards.
Operational Planning, Resource Management & Performance Reporting
* Oversee resource planning, including forecasting, recruitment, and skill management.
* Monitor operational performance metrics, including service levels, claims handling, and productivity.
* Support operational plans to meet activity and initiative goals related to systems, processes, and customer needs.
* Coordinate with Commercial teams and partners, managing visits, audits, and reporting requirements.
* Drive continuous improvement in service quality, efficiency, and customer satisfaction.
* Manage partner operational plans and develop customized reporting for performance tracking.
* Oversee customer experience governance, including escalation management and satisfaction improvements.
Operational Controls & Process Governance
* Manage operational controls and compliance frameworks.
* Document and review operational processes, ensuring adherence and addressing gaps.
* Handle IT system issues impacting operations, ensuring stability and risk management.
* Analyze process performance and support strategic change initiatives for service and efficiency enhancements.
Colleague Capability & Talent Development
* Develop skills and talent frameworks to ensure staffing readiness.
* Implement multi-skilling plans to enhance operational flexibility and efficiency.
* Identify and develop key talent, supporting career progression within the organization.
Key Performance Indicators
The success of this role will be measured by KPIs such as:
* Call Answer Rates, including percentage of calls answered.
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