The purpose of this role is to act as a subject matter expert and the prime escalation and conduit point between the respective GSC Claims Team(s) and UK Specialty Claims Teams.
To fully understand and apply both fundamental and specialist claims knowledge, within the pre-agreed claims activity boundaries, relevant to the specified claims unit to which they are aligned.
To lead a team of claims handlers to ensure that they collectively, and proactively, respond to all agreed claims activities, within the directives set by the UK Claims Division.
Accurately and efficiently impart knowledge on to the appropriate GSC claims colleagues, to continuously improve their knowledge and understanding thus minimising routine escalations to the UK.
Working with senior claims stakeholders to ensure the effective and timely delivery of the UK claims business strategy, as appropriate to the role.
CERTIFICATION FUNCTION: This role meets the definition of a Certification Function and will require an annual assessment that you are fit and proper to perform the role as set out in this role profile.
KEY ACCOUNTABILITIES/DELIVERABLES :
1. Deliver the Function Strategy
Work closely with the specified UK Claims Director(s), Chief Claims Officer and senior leaders to
ensure the effective delivery of the function strategy.
Monitor performance against plans and report on performance, any issues and solutions to your
Seek out feedback from internal customers to continuously improve the function.
Build and maintain strong working relationships with key stakeholders to gain insight to the business
and control environment.
Communicate ambiguous and complex information in a clear and impactful manner.
Establish and maintain critical relationships with key stakeholders.
The ability to write accurate and detailed reports, and compile and interpret management
Ensure that claims are allocated appropriately to team member and monitor workloads on a day to
day basis, in line with agreed Service Level Agreements (SLAs), in order to effectively service UK
Ensure complex claims follow appropriate escalations back to a specialist UK handler.
Maintain quality and customer service standards.
Ensure that electronic systems and any applicable records are accurately maintained, taking
responsibility for the units accuracy and productivity.
Identify and facilitate training for the team, as necessary, in line with KPIs.
2. Lead and Develop the Function
Create an inclusive, engaged and motivated team culture to achieve optimum performance.
Lead and/or participate in change programmes, as appropriate, to help find creative ways to embed
and adapt to change.
Ensure that clear objectives are set and regular individual performance reviews are carried out.
Oversee the development and training of the team, including the promotion of continuous
professional development and advocacy of professional qualifications.
Through effective succession planning, seek opportunities to develop team members that could
become future managers and leaders of the function.
Effective resource planning through monitoring retention risks and promptly acting to mitigate these
to avoid skill or knowledge gaps that could impact the business.
Ensure that recruitment and selection within your function is carried out in a fair and effective way.
Manage and coach the team, working closely with the respective UK Claims Director(s) making sure
that claims are dealt with according to regulatory and SLA requirements.
3. Risk and Governance
Responsible for ensuring the effective implementation of the Enterprise Risk Management
framework within the function.
Accountable for the identification, management, mitigation and reporting of all risks arising from the
operation of the function in accordance with the Enterprise Risk Management framework.
Ensure that the Enterprise Risk Management framework is considered when developing and
maintaining all policies, processes, systems and management information.
Ensure the function conducts business in an appropriate manner in adherence to Gallagher policies
Accountable for ensuring team members within the function complete mandatory training, minimum
continuous professional development (CPD) hours, annual performance reviews and goal setting.
A role model for good conduct and ensuring that any breach of the conduct rules are reported and
appropriate action taken.
Carry out the role in accordance with the FCAs Principles for Business.
4. Participation on Boards and Committees
Member or attendance of such Committees and Workshops within the GGB-UK group of which you
may from time to time be required to attend or act as a member.
PERSON SPECIFICATION Qualifications
Educated to degree level or equivalent desired.
Progress towards CII qualification.
Knowledge of general insurance products, services and classes of insurance including underlying
The Purpose Of This Role Is To Act As A Subject Matter Expert And The Prime Escalation And Conduit Point Between The Respective Gsc Claims Team(s) And Uk Specialty Claims Teams. Looking for Any Graduate / Post Graduate graduates profile.
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