Claims Team Leader - Bristol, United Kingdom - Canada Life

Canada Life

Verified Company

Bristol, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Canada Life UK looks after the retirement, investment and protection needs of individuals, families and companies.

We help to build better futures for our customers, our intermediaries and our employees by operating as a modern, agile and welcoming organisation.

Job Purpose

To ensure team members are following the process, feel supported and stay connected to the customer
To lead, motivate and develop an effective team to deliver a quality and efficient customer service to agreed productivity and quality levels.
To ensure this service contributes to business retention & supports business strategy.

Key Accountabilities

Work directly with team members to ensure the process is being followed so that payments are made for liabilities described in the Policy terms and Conditions.

And that outstanding customer service is delivered to key corporate clients and the members of Protection policies

Prepare and use data to ensure sound Operational service Management. Working with other teams within the Department to ensure overall consistency of service by being flexible & innovative in the use of resource to meet the overall plan.
Create a high performing multi skilled team through fair, open communication that helps recognises our most talented people and creates high engagement and development opportunity as well as providing clear performance management where improvement is required.
Continuously developing data and Mi to create a culture of continuous improvement. Where data helps people improve their performance as well enabling us to improve the customer experience and efficiency of our processes.
Ensure team activity corresponds with Risk, Compliance and Legal guidelines and through audit trails reflects the highest levels of integrity required in a claims/underwriting environment
Handle Personal Sensitive information in line with company procedure and ensure the higher risks associated to medical information is carefully managed when liaising with multiple parties
Investigate and resolve complaints and queries, in line with the divisional & regulatory complaint procedures. Able to identify the cause of the complaint, work to improve the process whilst balancing the needs of the Customer, the Company and the Regulator

Desired Knowledge / Experience / Skills

Knowledge
Some knowledge of protection products of working with policy conditions
Operational or Customer service management including service SLAs
Risk and Control management
Knowledge of Insurance sector
Knowledge of Data Protection and handling personal sensitive information

Skills
Resource Management to identify areas in most need of attention
People Management to drive best results for business
Organisational skills so that service is managed at all times
Prioritisation to enable sound Operational decisions
Excellent verbal communication skills to enable clear communication to teams
Listening skills to ensure areas of confusion are addressed
Written skills to ensure clear and concise articulation of instructions
Influence and persuade to ensure all parties understand reasons for processes and controls

Experience
Working in Protection claims/underwriting environment or a customer focussed role
Managing people in highly processed environment
Working in high regulatory conditions
Oversight of quality sampling and other key controls associated to claims and underwriting
Managing high volume multi service channels
Team communication and upwards communication to senior management
Complaint handling, preferably in a FCA regulated environment

What you'll like about working here

As a Canada Life UK colleague, you'll receive a competitive salary and comprehensive reward package including income protection, private medical insurance and life assurance, along with a generous pension and bonus scheme.

You'll also receive the supportyou need with your personal and professional development.