Team Manager Claims Central Services Team

Pro Global; Liverpool; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A specialist outsourcing company is seeking a Team Manager for its Claims Central Services Team. The role offers a hybrid working model with main work from home and travel to local hubs in Liverpool, Glasgow, and Horsham. Responsibilities include leading the team, ensuring operational delivery, managing resources, and maintaining compliance with SLAs. The ideal candidate will have previous team management experience and strong stakeholder management skills. Benefits include training and a pension scheme.

Benefits

In-house Learning and Development

Employee Referral Scheme

Company pension contribution up to 10%

Qualifications

• Previous experience in Team Management is essential.
• Ability to manage stakeholders effectively is required.
• Familiarity with process efficiency methods is necessary.
• Proven experience leading and influencing team members is required.
• Good understanding of the business environment is important.

Responsibilities

• Lead and motivate the Claims Central Services Team.
• Ensure compliance with SLAs and manage resources effectively.
• Conduct regular appraisals and training for the team.
• Monitor financials and operational delivery with Account Manager.
• Drive culture of excellence and operational rigor in the team.

Skills

Team Management

Stakeholder Management

Process Efficiency

Leadership

Business Environment Understanding

Job description

Pro Insurance currently has an exciting new opportunity for a Team Manager to join our Claims Central Services Team.

Pro operates a hybrid working model and the majority of this role will be working from home with regular travel to one of our local ELPL hubs in Glasgow, Liverpool or Horsham on a weekly basis, and other locations when required.

Purpose of Role

Reporting directly to the Head of Specialist Claims the Role Holder will be responsible for leading and motivating the Claims Central Services Team. The team is responsible for delivering the following functions for the UK Specialist Claims Team function:

• Processing inward and unreferenced post
• FNOL processing
• Inward ELTO Tracing Activity
• Outward ELTO Tracing Activity
• Coverage Investigations

Responsibilities

People

• Line Management of team.
• Talent identification and management.
• Team building.
• Monthly 121s with all direct reports.
• Weekly team meetings.
• Appraisals.
• Ensuring all direct reports have a PDP in place and that it is actively managed.
• Enhancing the ability of the team to perform through contribution to structured training plans developed to address any wider development needs.
• Ensuring adherence to the Company Charter.

Operational Delivery

Ensuring compliance with all SLAs via:

• Management of resources – You will ensure resources are planned, implemented and utilised to ensure operational delivery.
• Weekly team meetings.
• Ensuring QA / QC are completed in a timely fashion.
• Conducting regular resourcing reviews.
• Recruitment.
• Delivery of training and induction plans.
• Working with the finance team and the Account Manager to monitor the financials and profit margins for the CCST function.
• Working in conjunction with the Account Manager the role holder will produce review and provide analysis and commentary to operational MI and ad‑hoc presentations to support delivery of value to clients.
• Working with Specialist Claims Analyst to develop data points and reports to monitor and measure Pros operational strategy.
• Adopting a continuous improvement approach as to identify areas where the team can add greater value to Pros overall value proposition – i.e. operational efficiencies improvements and strengthening team capability.

Compliance and Governance

• Driving a culture of excellence and operational rigour through the team via regular operational reporting, quality assurance governance controls, structured training, regular coaching and feedback.
• Oversight of QA / QC processes and function within the CCST Team.
• You will ensure governance and control procedures are in place such as data management to ensure UK EL PL Claims maintains operational resilience requirements.
• You will ensure all suitable controls are in place through a monitoring and control framework to be agreed by Pro Compliance Team.
• Oversight of external audit processes including but not limited to ELTO Directors Certificate and MIB Tracing Audits and engagement with external auditors / stakeholders.

General

• Contribute to and manage projects relevant to the team specifically in respect of Pros wider claims proposition.
• Support business development initiatives (as required) and participate as Operational SME in appropriate business development activity.
• Represent clients and Pro in a Professional manner to both peer and potential marketplace acquaintances.

Skills and Experience

• Previous Team Management experience.
• Strong stakeholder management is essential as the successful candidate will liaise with various business functions internally and externally with our clients.
• Familiar with process efficiency methods.
• Experience of leading and influencing people.
• Understand the business environment.

By submitting your personal data to Pro Insurance and by using our website you give your consent that all personal data you submit as part of your application may be processed by us in the manner and for the purposes described in our HR applicant privacy policy. For further information please refer to our Data Protection Policy a copy of which can be requested from Pro HR.

The Company

Pro is a specialist outsourcing and consulting company focused solely on the insurance and reinsurance industries.

We work with clients to identify changes needed to improve their business processes, minimise operating overheads and implement the controls required to meet new regulations delivering tailored solutions to meet clients needs.

Our UK offices are in Gloucester, Glasgow, Liverpool, Horsham and central London. We are also a global company with offices in the United States, Cologne and Unna (Germany) and Argentina. We also operate a hybrid working model so you can work at home and in the office.

We provide expert support in the areas of underwriting, claims management, financial and technical accounting and risk and auditing utilising the best technology available on the market and adopting a proactive approach.

Pro Values

We commit concrete actions and do what we promise.

With integrity at the heart of every decision we focus on what will add most value.

We are curious, creative and insightful. We are not afraid to evolve.

We are inclusive. We help each other and our clients to shine.

We bring drive and enthusiasm to our work.

Benefits

Training & Development

We have an in‑house Learning and Development team that will support you giving you the tools to succeed.

Employee Referral Scheme

Staff bonus for introducing a candidate that we employ as a result of that introduction.

Pension Scheme

Company pension contribution up to 10%.

Documents

Required Experience

Manager

Key Skills

• Computer Hardware
• Fund Management
• Attorney At Law
• Jni
• Analytics

Employment Type

Full Time