Claims Governance and Performance Manager

As a leading provider of insurance and reinsurance with worldwide operations and employees in Bermuda, U.S., U.K., Continental Europe and Asia, we recognize that our success is derived directly from those who matter the most: our people. At Sompo International, our values of integrity, collaboration, agility, execution and excellence underpin our culture and our commitment to providing an employee experience that attracts and engages the best talent in the industry. Our compensation and benefits programs are market driven and competitive, with excellent family friendly policies and flexible working provisions.

Job Description

Are you looking for your next opportunity?

Sompo has a unique opportunity for a Claims Governance and Performance Manager in our Claims Operations team in our UK business.

In this role, you’ll lead the oversight of our claims governance and technical claims handling performance, ensuring appropriate controls and monitoring are in place so that we remain compliant with our regulatory obligations and drive excellence and consistency in our claims handling across all lines of business.

Location: This position will be based out of either our Birmingham or Manchester office. We strive for collaboration which is why we offer a work environment where our employees thrive and develop long lasting careers.

What you’ll be doing:

• Own updates to the Claims Handling Manual, including a regular review process with key stakeholders and ensuring all changes in process are captured accurately and reflected in a timely manner.
• Develop, embed and maintain the claims handling performance standards, including the requisite framework and processes for monitoring and reporting performance, to include SLAs, KPIs and key controls.
• Own the Quality Assurance (peer review and audit) programme and criteria, working with the Delegated Claims Manager to ensure consistency across both internal and delegated claims handling.
• Co-ordinate both internal and external audit activity for Claims.
• Co-ordinate and oversee any claims aspects of the Solvency II reporting process.
• Ensure compliance to all relevant regulatory standards, for example Consumer Duty and Conduct Risk, including monitoring adherence and performance and providing relevant reporting to senior management.
• Be the point of contact for Claims in relation to operational resilience, business continuity and risk management.
• Work with claims handling teams across all lines of business to ensure consistent, insightful reporting and management of trends and portfolio performance, including feedback loops with Underwriting, Reserving and Finance.
• Horizon scanning and collation of quarterly updates regarding technical claims handling best practice, case law, changes to legislation and pertinent case studies.
• Oversight of claims anti-fraud framework, including best practice.
• Own the Fraud Manual, working with Fraud Champions, other claims adjusters, and third party providers to maintain fitness for purpose.
• Identify cross-Claims training and development needs, and maintain relevant training programmes.
• Constructively challenge other areas of Claims and continuously review the status quo to look for ways to drive better performance.

What you’ll bring:

• Common sense, pragmatic approach.
• Excellent written and verbal communication skills, and the ability to influence stakeholders at all levels in the organisation.
• Understanding of key drivers of claims handling performance – both operational and technical.
• Experience working in claims management, ideally with a governance, compliance or risk focus.
• Strong organisational skills, with the ability to manage multiple things at once and prioritise accordingly.
• Good working knowledge of claims processes and insurance products.
• Knowledge of FCA regulations and their practical application in a claims environment.
• Track record of designing, implementing and managing peer review / audit programmes.
• Experience of producing both regular and ad-hoc reports and presentations with key insights and recommendations.

Our Benefits

We continuously evaluate and update our benefit programs to ensure that our plans meet the needs of our employees and their dependents. Below are a few highlights of our inclusive benefit programs:

• Expansive Health & Wellness Benefits
• Generous Retirement & Savings Plans
• Global Parental Leave & Adoption Assistance

About Us

We’re Sompo, a global provider of property, casualty, and specialty insurance and reinsurance. Building on Sompo Holdings’ 130 years of innovation, we’re committed to applying all of our experience to simplify yours.

Sompo is an equal opportunity employer committed to a diverse workforce.

To learn more about visit our website at www.sompo-intl.com