Service Delivery Manager jobs in United Kingdom

We’re 1st Central, a market-leading insurance company utilising smart data and technology at pace. Rapid growth has been based on giving our 1.4 million customers exactly what they want: great value insurance with an excellent service. And that’s the same for our colleagues too; we won Insurance Employer of the Year at the British Insurance Awards 2024 and our Glassdoor score is pretty mega too!

Are you a dynamic professional with exceptional stakeholder management skills? Do you have hands-on experience with SAS, SQL, or similar programs? Are you well-versed in actuarial methodologies, particularly claims reserving? If so, we want you to join our team!

We’re looking for a Claims Insight Delivery Manager to join our Performance team either working remotely or based in our Salford Quays, Manchester or Haywards Heath, West Sussex offices.

In this role you’ll be a senior member of the team with responsibility for developing best in class Claims Insight. You will manage the vital link between frontline operational claims, pricing / underwriting / reserving and external stakeholders, utilising data to inform past and future business results.

The Claims Insight Delivery Manager will use their extensive understanding of actuarial techniques paired with insights produced to inform reserving projections and impacts to the 5-year plan.

Developing the best talent means a lot to us too, so you’ll play a vital part in developing junior talent within the Performance Function and supporting them on their journey.

Core skills we’re looking for to succeed in the role:

• Strong stakeholder management and the ability to present to information to Exec level
• Experience using SAS, SQL or similar programs
• Knowledge of Actuarial methodologies – specifically claims reserving

What’s involved:

• Delivery of regular reporting to business leaders on current and future claims indemnity performance to support the cycle of monthly and quarterly executive reporting
• Delivery of analysis into performance trends, inconsistencies and opportunities in line with priorities agreed by the executive
• Build and maintain data models (typically using SAS), utilising the numerous data sources available to develop deep insights into claims performance, across the balanced scorecard
• Present and visualise analysis so that it can be clearly understood and adds value to the business, ensuring commentary to exec level is insightful, with clearly defined actions or recommendations
• Collaborate with the operational teams to make recommendations to drive step changes in indemnity performance, following this through to delivery
• Coach and mentor Claims Insight analyst(s), particularly around developing SAS capability
• Collaborate closely with colleagues in Finance to track and evidence delivery of benefits across expense, income and indemnity
• Collaborate with industry benchmarking providers providing accurate and granular data to enable continuous evaluation of company performance against the market and inform internal KPIs
• Support production of forecasting impacts to claims inflation from internal or external factors
• Represent Claims Insight Manager in key stakeholder meetings
• Support the wider Performance team as appropriate, leveraging skills and capabilities to respond to business needs

Experience & knowledge

• Proven experience of data mining, transformation, synthesis and reporting using SAS, SQL and other recognised modelling tools
• Proven experience of using data and insights understand claims indemnity performance
• Experience of using data and insights to lead performance discussions and formulating recommendations for improvement
• The ability to work under pressure, dealing with multiple tasks or requests simultaneously
• Excellent communication skills, and a proven ability to manage difficult conversations
• Team player, working to create and achieve shared objectives
• Ability to disseminate technical information and present comprehensively
• Experience of line management and colleague development
• Advanced level use of MS Office applications
• Advanced level use of SAS Enterprise Guide
• Competent in SQL or similar, and appropriate tools to exploit this
• Understanding of actuarial methodologies
• Strong analytical and numerical skills
• Ability to present and visualise data to a high quality and adapt for wide range of audience
• Problem solving skills and ability to think creatively to overcome data challenges
• An understanding of Lean / Continuous Improvement tools, thinking and methodologies
• Ability to communicate risks and issues at all levels of the organisation
• Commercially focused and results driven
• Understanding of Motor insurance industry

Behaviours

• Speaks with facts and data, not opinion
• Emphasis on attention to detail and accuracy
• Can present complex information in a clear and concise manner
• Self- Motivation and enthusiastic
• A flexible approach and positive attitude
• Takes initiative to make decisions
• An organised and proactive approach
• Embrace, embed and incorporate the company values
• Team player

Are you the person we’re looking for? If so, we look forward to hearing from you. Apply today!

People first. Always. We’re passionate about our colleagues and know the best people deserve an extraordinary working environment. We owe it to them so that’s what we offer. Our workplaces are energetic, inspirational, supportive. To get a taste of the advantages you’ll enjoy, take a look at all our perks in full here .

Intrigued? Our Talent team can tell you everything you need to know about what we want and what we’re offering, so feel free to get in touch.

Welcome to First Central Insurance & Technology Group, a fast-growing UK insurer and innovator in data, delivering market-leading motor insurance, underwriting, distribution, finance, technology and legal services.