Job Description

Head of Claims Operations

Role

Claims

Location

Bristol

Experience

Claims

Job Title

Head of Claims Operations

Position

Full Time

Description

ROLE OVERVIEW

The team

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.

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