Claims Team Leader

About the Opportunity

We're on a mission to make the world a better place for pets and their parents!  Our Operations team are the heart of our company, making sure our customers have a best-in-class experience when choosing ManyPets to take care of their pets' wellbeing. 

As our Claims Team Leader, you’re a true people person with the skills, dedication, and attitude to help others succeed.  Utilising your experience, you’ll ensure regulatory requirements are always met, monitored, and delivered – and you enjoy leading your team and coaching their development.  You’ll enjoy building a culture of continual improvement, where your team search out improvement opportunities and genuinely care about delivering excellence at every touchpoint. We’ll look to you to collaborate across the business and support our ongoing innovation - and help us challenge traditional ways of working within the insurance industry.

Your Focus

Claims Delivery

• Lead a team who handle pet claims from notification to settlement, validating policy cover and the claim, to ensure fraud controls and claims processes are followed and quality is delivered at every touchpoint.
• Ensure your team carry out required investigations to ensure all relevant documents and information have been evaluated prior to the decision on the claim. You will also personally deal with a small volume of material damage and liability claims.
• Complete claims payment authorisations and quality audits to deliver a quality claims service, providing constructive guidance to team members and recognise high standards of service achieved.
• Using our data, identify and share awareness of potential trends, issues or risks and escalate appropriately to deliver customer service and claim financials in line with service levels and key performance indicators.
• Implement company, legal and regulatory policies, and procedures to ensure compliance with requirements.
• Handle complaints constructively and in line with company and regulatory guidelines, handling difficult queries or situations appropriately to ensure prompt resolution.
• Collaborate with colleagues to analyse and understand customer complaints, using insight to improve our processes, products, and services.
• Contribute feedback to the design and implementation of internal processes and systems, improving customer experience and maximising accuracy and efficiency.
• Maintain accurate and timely records, files, and databases to meet business needs and ensure data integrity and compliance with Data Protection requirements.

Leadership

• Guide and lead a talented team of Claims Handlers, to deliver against both project and financial targets - which meet our regulatory standards.
• Provide leadership support that encourages both personal commitment and a high-performing team culture.
• Lead by example and role modelling our company values - inspiring others to do the same.
• Coach your direct reports’ personal and professional development.
• Set individual objectives for both your team and direct reports - carrying out regular performance reviews to manage implement personal development plans.
• Proactively managing any areas of underperformance within the team and developing performance improvement plans as needed.
• Partner with People and Finance to implement resource plans and hiring forecasts, with an emphasis on maintaining candidate experience while delivering cost reduction of agency fees.
• Partner with the People team to recruit, onboard and embed talent within your team. Ensure we have suitable cover and adequate customer service levels during peak annual leave periods.
• Oversee high quality on-boarding and training plans that enable quick integration into the business.

What Leads to Success

Here are some of the individual skills we know will enable you to succeed in this position. If you don’t tick every box - don't worry.  We can support you in both your personal and professional development:

• You get your “hustle” on – delivering work quickly and to a high standard.
• You are customer-centric and can view what you do through customer’s eyes - while remaining commercially astute.
• You're someone who enjoys working in a fast-moving scale-up environment, striving to make things better and challenge the status quo.
• You support others to deliver the best work possible, being there to guide, support and help unblock any problems. 
• You enjoy leadership and can deliver team results against targets. You put your arms around projects, working side-by-side with your team to get things done.
• You know how to communicate and build resilient relationships with others across the business - you build rapport easily by being approachable.

What We’re Looking For

• You’ll have a depth of experience of successfully managing and developing Claims Handlers.
• You're confident in supporting a team to handle general insurance claims, authorising payments, and implementing quality controls.
• You’ll have experience of growing a team and be comfortable recruiting and onboarding new joiners.
• You’ll be skilled in planning resources and priorities, both short and medium term.
• You’ll have a demonstrable track record of improving team and business performance in a regulated industry, like ours.
• We'd love to hear from anyone who has pet health insurance experience - and ideally, you'll have worked in a scale-up or start-up environment before.