Claims Quality Manager - Surrey - up to £35,000 plus benefits
Our client is actively seeking an experienced individual to assist in the management of the global claims operation and meet performance objectives. Develop a quality assurance function within the business, ensure claims documentation, procedure manuals and training plans are up to date and consistent across the global claims handling centres. Ensure test plans are produced for claims system testing and tests are conducted in a consistent manner with follow-up and implementation.
KEY RESPONSIBILITIES
Ensure consistent operational and system procedure manuals are maintained and reviewed annually.
Through the analysis of local quality reporting, identify training needs and develop technical Claims training programmes for delivery at the local level
Ensure training activity is conducted in a consistent manner globally and training plans are in place and reviewed annually.
Keep up to date with system issues and ensure timelines for fixes advised are met.
Provide ongoing evaluation and recommendation of System (IT) enhancements.
Ensures UAT plans are produced and carried out with evaluation of testing and failures to ensure fixes are carried out and implemented.
Conduct quality audits to ensure global claims teams are using correct documentation and following procedures set. Provide an audit report with recommendations for changes to enable Claims Managers to implement.
Evaluate complaint data and recommend improvements to service delivery.
Review all claims documentation on at least an annual basis to ensure quality and consistency and recommend any changes required.
Responsible for working with other Senior Claims Management members in developing a vision, direction and strategy for the claims organisation that meets with our corporate strategy.
Ensure the department meets with FSA regulations required for Claims.
Through monitoring of reports ensure that claims staff quality is regularly monitored by local Claims managers and feedback given through informal and formal reviews.
Staff trained and developed to meet current and future business requirements.
EDUCATION & EXPERIENCE
Good general standard of education
Proven experience in a similar role or gained through supervisory experience
Previous experience in insurance and can demonstrate a positive contribution to improving quality outputs.
Understanding of regulatory & compliance needs in Claims
PC Literate
PERSONAL CHARACTERISTICS
Excellent communication skills - verbal manner and written
Ability to explain concepts simply and unambiguously
Analytical with an attention to detail
Organised and able to prioritise
Ability to deal with high work volumes
SLS Services Ltd operates & advertises as an Employment Agency for permanent positions and as an Employment Business for contract/temporary positions.
