The Claims Handling Department provides an outsourced managed claims
service handling service for leading professional indemnity insurers.
The team adjusts claims made against professionals on behalf of
leading insurers, acting under delegated authority levels for
pre-litigated matters from first notification of loss to resolution.
Our Claims Handling Department provides significant value to the wider
RPC law firm through the provision of referrals and is an important
aspect of the firm's insurance business and future strategy
The role
In line with an extensive business
transformation project conducted in 2019, we are now looking for an
experienced Operations Manager to join the team who will be
responsible for the day-to-day operations management of the
department. This new role is intended to support the development and
progression of the management team. It is to be internal only and is
not client facing. You will work alongside our current Head of
Claims Handling and report into the Partner with overall
responsibility for the Claims Handling Department, both of whom are
based in our Bristol office.
The role requires excellent people and
operations management skills and the ability to manage a dynamic
team. You will work closely with the Head of Legal Claims Handling,
Scheme Managers, and the Administration Team Leader to monitor and
control the throughput of work so that claims are effectively
managed and client expectations are met.
We are looking for an experienced
Operations Manager who can drive performance against
contractually-set client Service Level Agreements (SLAs) and manage
process adherence at every level of the department. You will also
work with our Head of Claims Handling to devise operational targets
at an individual, team and department level.
To be successful in this role, you must
live and breathe the client experience for our insurers, brokers and
insureds. You should understand how to create and maintain culture,
values, and behaviours to galvanise a team of mixed experience,
motivating them to perform and achieve for our clients.
Collaboration with the team is essential,
applying coaching, training and mentoring skills that will develop
team members to the best of their ability. Collectively, you will be
responsible for building and shaping the team for the future.
Whilst the role will be based in Bristol,
and travel to the London office or to clients' offices may be
required from time to time, this is a hybrid working role.
Key responsibilities are likely to include:
Assist Insureds to respond appropriately to complaints and claims,
investigating externally where appropriate and considering at an
early stage the merits and value of claims. Managing our TPA Claims
Handling team and providing support and leadership to our Scheme
Managers and management across our Bristol office.
Motivating and develop the team through our established working
practices and methods, ensuring full compliance with our internal
processes and external requirements from clients.
Lead and develop our Scheme Managers and Team Leaders to ensure we
build a high performing team that supports the RPC culture.
Responsible for the overall capacity management of the team. This
includes the ongoing assessment of resource requirements within the
team to meet our clients' needs and service standards, including
surge planning.
Monitoring existing work volumes and incoming new lines of
business to set the capacity plan for the year.
Leading on recruitment activities for the team as we enter our
next phase of significant growth. This will include supporting on
interviewing, assessments and offers.
Taking a designated role in the firm's business continuity plans.
Disseminating information to the team on wider firm initiatives.
Line management of other Managers within the department,
supporting and training them where appropriate and providing regular feedback.
Execute plans to deliver all key operational measures including
client outcomes, effective claims handling, lifecycle times, reverse
management panel and cost control.
Monitoring the team's workload, allocating claims and effectively
delegating tasks within the capability of individuals within the
team to maximise efficiency.
Supporting our external auditors to facilitate client audits.
Reviewing the outputs of said audits and working with the relevant
Scheme Managers and Team Leaders to identity training needs within
the operational teams and ensure solutions are put in place to
support quality standards.
Ensure that operational risks are identified and addressed so that
there are no significant issues around performance.
Ensuring compliance with agreed processes and polices and taking
appropriate action when there are not followed.
Working closely with our Operational Leads and Head of Claims
(Legal) to set the strategy for the team and devising plans to
execute on those plans.
Attending external client meetings to discuss the team's
performance where appropriate. Speaking with key stakeholders to
ensure our service delivery.
Forming part of the pitch team when tendering for new business.
Assisting with the on-boarding of new business so that it is
integrated into BAU as quickly and as seamlessly as possible.
Working with Operational Leads and Head of Claims (Legal) to
identify improvements within our processes and technology,
supporting the design and implementation of those changes.
Ensure that we have data in place to understand all aspects of
performance and to help with decision making and work with MI to
develop new reports where needed.
Work with the wider firm regarding any core functionality or core
architectural changes that may impact or benefit the department.
Engage and collaborate with other Managers and the wider teams to
manage continuous improvement and embed change effective.
Knowledge, skills and experience
Previous experience in an Insurance Claims operational leadership role.
Experience of working within an Insurance Claims environment.
Previous operational management experience of a large and growing team.
Excellent communication skills and experience of stakeholder management.
A legal or insurance qualification or similar level of relevant experience.
A sound understanding of working in a regulated environment and
the importance of compliance
Diversity, equity, inclusion and belonging
We are problem solvers. Whether in front of clients or behind the
scenes. To solve problems creatively for clients, we need diverse
collaborative thinking; drawing on different experiences, backgrounds
and perspectives. That means that everyone who either applies to, or
works for, the firm is treated equitably. Webelieve in removing
barriers to equal access not least because our people define us and
define what we do. If you need support and adjustments to do your best
work, whether that's during the recruitment process or throughout your
time at RPC, we're here to help.
Flexible working that supports your commitments outside of work is an
important part of our culture and, where possible, we will support
this across all roles. Please get in touch with our recruitment team
if you have any questions about our hybrid working approach or
flexible working policy.
