Claims Handling Oversight Manager

TN United Kingdom; London; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

An established industry player is seeking a Claims Handling Oversight Manager to oversee and enhance claims processes across various insurance products. This role involves building strong relationships with outsourced service providers, monitoring performance metrics, and ensuring compliance with regulatory standards. The ideal candidate will have extensive experience in retail insurance, particularly in claims handling, and possess strong analytical and communication skills. Join a dynamic team that values continuous improvement and customer satisfaction in a hybrid work environment that encourages collaboration and innovation.

Qualifications

• 5+ years experience in retail insurance, preferably in claims handling.
• Strong technical knowledge of insurance claims processes and regulations.

Responsibilities

• Manage relationships with Claims Handling OSPs to ensure performance.
• Monitor and report on OSP claims handling performance across Europe.

Skills

Customer Focus

Written Communication

Verbal Communication

Analytical Skills

Problem-Solving

Interpersonal Skills

Detail-Oriented

Organizational Skills

Continuous Improvement Mindset

Change Management

Education

Degree Level Educated

A Level 4 Qualification

Job description

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Claims Handling Oversight Manager, London

Client: SquareTrade

Location: London, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference: b377116201d7

Job Views: 3

Posted: 24.04.2025

Expiry Date: 08.06.2025

Job Description:

Job Responsibilities:

1. Relationship Management: build strong relationships with our Claims Handling OSPs to ensure performance in line with the expectations and SLAs set by SquareTrade.
2. OSP Claims Handling Performance: responsible for monitoring, overseeing and managing performance of OSPs responsible for claim handling across our pan-European operation. This includes reviewing and analysing performance data (claims, customer service, vendor SLAs) to identify trends and patterns. Provide regular reports and updates to senior management on claims and customer service OSP performance.
3. Claims Handling Strategy: supporting the enhancement and implementation of Claims handling strategy and framework across all SquareTrade insurance products and markets.
4. Claims Handling processes and procedures: support with revising, enhancing and refining our claims handling processes and procedures for OSPs to ensure timely, fair and accurate handling of claims. This will include consideration of regulatory, operational, financial and service requirements.
5. Maintaining up-to-date knowledge of legislation, regulations and industry trends: including, but not limited to, claims handling regulatory requirements set out by the FCA’s ICOBs rules and Consumer Duty, Insurance Distribution Directive, EIOPA and MSFA.
6. Ensuring robust fraud risk management related to claims handling: The role will also require comprehensive knowledge of legal, compliance and regulatory requirements in connection to detecting and preventing fraud/financial crime in claims handling - to ensure claims are handled diligently to service genuine claimants and prevent fraudulent claimants.

Experience:

1. At least five years experience working in retail insurance - including but not limited to: phone insurance, gadget, home insurance, travel insurance or motor.
2. Direct claims handling experience for retail insurance products is preferred.
3. Experience of ongoing reporting and monitoring of operational performance based on predefined SLAs, KPIs and KRIs.
4. Strong technical knowledge of insurance claims handling processes, industry practice and applicable regulatory requirements.
5. Relevant experience in managing outsourced service providers or external stakeholders (e.g., clients and partners); or strong understanding of outsourced service models, particularly in regulated claims handling.
6. Preferred (but not mandatory) - experience in fraud detection and prevention connected to retail insurance claims handling.

Skills & Qualities:

1. Strong customer focus and drive to get things right for our customers.
2. Strong written and verbal communication skills.
3. Continuous improvement mindset and change management experience.
4. Strong collaborative and interpersonal skills; a team player.
5. Ability to build effective working relationships and deal with stakeholders at all levels.
6. Proactive and uses own initiative.
7. Excellent analytical and problem-solving skills.
8. Detail-oriented and highly organised, with the ability to prioritise and manage multiple tasks simultaneously.

Education:

1. Degree level educated.
2. A Level 4 qualification that meets the FCA's qualification standards for dealing with retail clients is preferred.

We work in a hybrid model: 3 days in the office, 2 days from home.

All your information will be kept confidential according to EEO guidelines.