Hartford Steam Boiler Inspection and Insurance Co.

Claims Team Manager

Company

HSB

Location

Manchester , United Kingdom

Role: Claims Team Manager

Location: Manchester

Hybrid working - 2 days per week in the office

Brand: HSB

Job Purpose:

Reporting to the Head of Claims, this role will be responsible for the performance of the Claims Team through ensuring market leading customer service is delivered to HSB’s customers and internal colleagues. Ensuring the claims team are well trained, motivated and empowered to deliver technical excellence and quality customer service. Contributing to profitable growth through driving efficiencies and delivering the best solutions for our customers and business

Key Responsibilities:

• Contribute and execute the Claims Department strategy, business plan and to the setting of standards and targets, prepare and communicate team commitments, monitor performance and identify areas in need of improvement, implementing a strategy to deliver positive change where required

• Responsible for the operational processes in supporting claims handling from FNOL to settlement. Drive increased levels of customer service and productivity across the Claims Handling Team.

• Manage the flow of day-to-day operations within the Claims Team working on own initiative to balance claims workload across the Claims Team and support and answer team member questions, supporting with team member problems, and overseeing team member work for quality

• Manage and oversee internal quality file audits, work with the outcomes and strive to improve following results, both telephone and quality of files

• To provide support for technical queries, policy interpretation claims handling to the claims handlers when required

• Drive a culture of high performance within the Claims Team ensuring team behaviours meet the expected HSB standards

• Execute and prepare team meetings to update members on best practices and continuing expectations in conjunction with the Claims Technical Manager & Head of Claims

• Assist Claims Technical Manager in the design and implementation of a training and development framework to ensure all Claims Handlers are competent and adequately trained to undertake their responsibilities.

• Assist Claims Operation & Relationship Manager to maintain appropriate processes and controls in order that all regulatory requirements, governance, company regulations are met throughout the claims handling process.

• Ensure the appropriate use of third party suppliers such as Loss Adjusters, Solicitors etc, and in line with guidance set

• Develop a strong team ethic, working cooperatively to create a positive working environment where team members are actively encouraged to share ideas and bring solutions to help improve and drive the delivery of superior performance and a positive customer experience

• Responsible for the hiring and onboarding processes and the training of new Claims Handlers with support from Claim Technical Manager with the final sign off being with the Head of Claims

Key Skills and Experience

Essential:

• Insurance Knowledge, preferably Claims

• Team Leadership Experience

• Strong Oral and Written Communication Skills

• Motivational Skills

• Results-Oriented

• Employee Training Experience

• Interviewing Skills

• Self-Motivation

• Strong Relationship Building

• Customer Service Skills

Desirable

• Product Knowledge and Industry experience

Key Competencies

• Interacting with People: Establishing relationships and maintaining contacts across the

business.

• Initiative: Innovative approach to problem solving, anticipating opportunities and the ability

to question/challenge existing methods and approaches

• Attention to detail: Applying high quality standards to all tasks undertaken

• The ability to communicate effectively at all levels, both verbally and written

• Ability and willingness to work flexibly and across locations, where deadlines required

Qualifications and Educational Requirements:

• Partial or completed ACII Qualifications preferred

Personal Attributes:

• High standard of organisational skills with the ability to plan and prioritise

• Self-motivated with the ability to work on own initiative

• Ownership and accountability for performance

• Customer champion