Strategy and Operations Manager claims

Reports To: AISE Head of Claims

Business Unit: AISE claims

Department: Claims

1. Purpose

The role holder is a member of the Central Claims Team and as such a member of the Claims executive team.

2. Dimensions

The role involves supporting the development of the legal entity claims strategy. Claims reporting and further development of claims MI. Keeping track of the claims KPI”s , risk framework, support the development of effective controls, measure and steer division of workload, centralising processes an driving efficiency.

3. Key Result Areas

Claims operations

Oversee and impove MS Amlin’s Claims procedures and processes, create alignment across the offices

System improvement and alignment

Join operations meetings

Monitor the use of service providers in accordance with the MS Amlin Claim policy. In addition to supply input into the procurement of service provider networks, including feedback as to provider service quality.

Data analysis and develop additional claims reports/dashboard

Ensure that the claims data within the IT system(s) is accurate and up to date, in accordance with claims procedures. To provide input into future development and enhancements to the system. (data quality reporting)

Work in conjunction with (Senior) Claims Handlers, specialists, Claims Managers and representatives of the Underwriting teams to ensure smooth operation of business and effective communication is in place through all areas of the business.

Take care of equal claims division / efficient triaging and processing of to follow claims

Manage team

Quality monitoring

further development of an effective claims strategy

Customer Service

Responsible for supporting the most effective and efficient claims service in terms of speed, customer care, quality control and cost. To work as part of the Claims team ensuring service is delivered on time and to the highest standards, aiming to meet and exceed the expectations of both internal and external customers throughout the lifecycle of a claim. To build and maintain relationships with key stakeholders in and outside the business.

Organisation and prioritization of work

Required to organize and control his/her work in an efficient manner, in accordance with the procedures. To be able to prioritize work on a daily basis in line with the division’service standards and local Regulations. To make maximum use of deployed claim systems, managing team and workload to reduce claims cost.

Compliance, Regulatory and Legal

To maintain an up to date working knowledge of both the legal requirements governing the market, i.e.: Civil Procedure Rules, and the division’s own service standards and policies including fraud indicators. Accountable for ensuring own knowledge meets current external regulatory requirements, ie: NBB, but also local Insurance Associations requirements (VNAB)

Technical Knowledge

Whilst sustaining an up to date working knowledge in accordance with Service Standards, legal and regulatory requirements, the individual is required to maintain a good all round working claims knowledge to effectively resolve issues. In particular softer skills should include communication and relationship building skills.

Reporting and Auditing

Responsible for assisting the Claim Director and the rest of the team in reporting and auditing duties in accordance with service standards on a monthly basis, to include:

File audits (Quality insurance)

Data accuracy

KPMG

Ad hoc audits

Project Work Participation

To assist the Claim Director and sManager and / or the Division in project work from time to time to aid the achievement of the department’s business plan objectives, for example business planning, claims system and broker reviews and claims strategy

Ad-hoc Duties

Required to attend team meetings, and undertake any additional relevant duties as required to meet the needs of the Claims Department and / or Division.

4. Key Competencies

Job Specific

Sound of experience gained in a Broker House or Insurance Company

Working knowledge of (claims) operations

Good all round knowledge

Understanding of Co-insurance market

Work as part of a team and on own initiative

Strong communication and interpersonal skills

Good knowledge of Dutch and English

Influencing and negotiation skills

Investigatory skills

Relationship building

Excellent customer service skills (mainly internally focussed)

Mature approach with commercial awareness

Attention to detail and ability to prioritize

Be IT literate with fast, accurate data entry and processing skills

The ability to multi-task with a flexible approach

Generic

Business Awareness

Working Across Functions

Self-Management

Delivering Results

People Management

Managing Relationships

Customer Focus

Strategic planning

Team player

5. The Operating Environment and Context of the Job

A challenging role within the claims department working under pressure to provide an effective and efficient service, maintaining the highest levels of customer care whilst ensuring the Division’s own strict service standards, local regulations and legal principles are adhered to. The emphasis on this role is to provide expertise on the claims environment (internal and external)

Claims Strategy and Operations Manager