Claims Service Partner Performance Coordinator - London, United Kingdom - MS Amlin

MS Amlin
MS Amlin
Verified Company
London, United Kingdom

4 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

JOB PURPOSE- Be responsible for managing designated vendor service partner relationships (TPAs, Coverholders and Genpact) to ensure that our service partners consistently deliver the best outcomes are for our clients and business - aligning to MS Amlin Values and adhering to all internal and external procedures and regulation.


JOB RESPONSIBILITIES- To effectively manage designated service partners to ensure consistent delivery of claims service to MS Amlin claims philopshy, standards and are regulatory compliant.


Responsibilities include, but not limited to:

  • Coordinate between Service Partner, Claims Manager and DA Claims Manager to appoint and on-board Service Partners efficiently and effectively in accordance with the MS AUL policy, including feedback as to provider service quality and performance.-
  • Agree with claims managers and communicate to DA Claims Manager (for inclusion in contracts) appropriate SLAs for Service Partner relative to type of customer, expected claim fianncials and qualitiatve profiles, experience, regulation and jusidiction,-
  • Receive and analyse service performance related information, coordinate with internal stakeholders and service partners to ensure any issues communicated and corrective actions implemented, escalating where appropriate-
  • Coordinate between DA Claims Manager and designated Service Partners re: Audits (scheduling, outcomes, recommendations)
  • Coordinate with DA Claims Manager to understand about bordereaux issues/escalations for designated Service Partners
  • Create regular opportunities for meetings with service partners (and brokers, as appropriate), including relevnat Claims Manager/Adjuster to discuss performance and agree actions for any improvements
  • including in-person visits.
  • Providing technical and performance knowledge to support renewal/cancellation
  • Planning and execution of any designated Service Partner run-off claims handling arrangements
  • Ensuring MS Amlin Claims philosophy and relevant procedures are communicated to all service partners, so they can act as an extension of our team
  • If allocated, performing business service management (BSM) activities in the oversight of strategic partnership of Genpact.
  • Supporting Claims Service Partner Performance Manager and working with Claims DA Manager, Claims Leadership Team, Claims Managers in execution of DA Claims strategy
  • To ensure personal knowledge is uptodate with all regulatory requirements relevant to service partners, sharing this knowledge with colleagues and designated Serivce Partners to ensure awareness and adherence of such regulation
  • Be key liaison point for designated service parnters to work together to deliver superior claims service as per MS Amlin Claims philosophy and regulatory requirements, continuously monitoring claims service against agreed SLAs. This includes, if allocated, performing business service management (BSM) activities in the oversight of strategic partnership of Genpact and act as overarching coordinator of relationship.
  • Be responsible for providing performance insights, verbally and via formal reporting and dashboards, of DA claims data to monitor performance and facilitate better business decisions by the business and for our clients (including production of regular, data-led, reporting packs to share with business and service partners)
  • Build strong relationships and work together with relevant stakeholders to provide a compelling DA claims proposition to our client partners; working in conjunction with Claims Team, DA team and representatives of the Underwriting teams to ensure effective communication is in place through all areas of the business.
  • Supporting DA Claims Manager and Claims Service Partner Performance Manager in internal DA Claims governance meetings and other relevant committees, working groups etc
  • Proactively participate in business modernization to transform current claims proposition towards our vision for a future claims service proposition
  • Act as ambassador of our company, raising our profile in the market and proactively strengthening our claims reputation

What we are looking for:

  • Serviceorientated passionate about service performance and client experience
  • Exceptional communication skills ability to positively influence actions and decisions, collaborate, negotiate confidently and actively listen, both facetoface and via virtual media.
  • Strong ability to build trust and manage relationships with external and internal stakeholders
  • Decisionmaking proven sound judgement and decision making capability, even under timepressure
  • Problemsolving ability to break down complex issues and spot trends, patterns and interdependcies
  • Highperformance mentality selfmotivated, outcomedriven with energy and determination to succeed in a fastpaced environment of business transformation
  • Growth Mindset desire for continuous improvement of self, teammembers and claims service to be their 'best version'; actively se
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