Team Leader (Claims)

A day in the life

As a Team Leader in the Claims team at ManyPets, your role is to make sure your team is on track and working effectively and efficiently. You'll use performance management principles to guide the team to achieve our goals and KPIs, while keeping our ways of working aligned with our company values. 

You'll be in charge of managing the team, assigning tasks, and making sure everyone's workload is manageable. 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.  You’ll also act as a go-to person for any technical questions or complaints, and you'll make sure quality and service standards are always met. 

Core deliverables

• Claims Delivery: lead claims delivery with your teams to meet our goals and targets.
• Analyse Performance: Keep track of how we're doing with a range of different measures. Investigate to see what's working and what needs to change or improve.
• Continuous Improvement: Find ways to do things better, whether it's our processes or our people, so we can give our customers even better service while keeping costs in mind.
• Provide direction: Share feedback, tracking against business and team goals, create clarity on how individual contribution impacts our performance
• Prioritisation: ensure workload is fairly distributed, make sure we're on track, and step in if we need to adjust our plans.

Skills and competencies

Claims delivery

• Lead the team to handle claims from notification to settlement, validating policy cover and the claim, to ensure fraud controls and claims processes are followed and quality of process and cost control 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.
• 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.
• Handle complaints constructively and in line with company and regulatory guidelines, handling difficult queries or situations appropriately to ensure prompt resolution.
• Plan work based on the targets we've agreed and available resources in your team.
• Use service standards to decide which tasks are most important for the team to tackle first.
• Implement plans to catch up on any work we've fallen behind on or backlogs.
• Keep all our documents and State of Play are up to date.

Analyse performance

• Use a balanced set of measures to manage workloads and individual performance effectively, including Nexus.
• Use management information to see how well we're doing, both as a team and individually.
• Understand how these measures affect our customers and company performance.
• 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.
• Use measures of both quality and quantity to make sure everyone's work meets our standards and follows regulatory guidance.
• Agree how many people we need based on how much work we have and find ways to make our estimates more accurate.
• Keep an eye on trends so we can prepare for any changes that might affect our team and workload.

Continuous improvement

• Make sure everyone gets the training they need to do their job well and avoid any skill shortages that could slow us down.
• Implement company, legal and regulatory policies, and procedures to ensure compliance with requirements.
• Spot processes that don't meet expectations and figure out how to make them better. Inspire your team and encourage them to share ideas on how we can do things better.
• Take action to make sure we're efficient, effective, and providing high-quality service while keeping costs down.
• Keep working on your own skills and performance to keep getting better at your job.
• Develop good relationships with our colleagues so we can all work together to give our customers the best service possible.

Provide direction

• Make sure the team knows what they need to do by sharing clear plans on a daily, weekly, and monthly basis.
• Communicate our business and team goals are and get your teams’ commitment to reaching them.
• Use visual aids to show the team our plans and how we're progressing. This helps everyone see what needs to be done and keeps motivation high.
• Share important info with other team leaders so we can make decisions together and use our resources wisely.
• Share both our successes and the things we've learned with the team to keep others motivated and develop.
• Coach individual team members with their tasks and personal skills to make sure they can do their best work.

Prioritisation

• Make sure all team members are assigned work that helps us reach our goals efficiently.
• Assign work to make sure everyone's fully utilised and working efficiently.
• Identify the best strategies to make the best use of our resources.
• Use different approaches to assign work that keeps our team motivated while still hitting our targets.
• Match up people's skills with the amount of work they're given so everyone can handle their tasks effectively.
• Monitor individual work to make sure our plans are on track and provide support when needed.

What success looks like

• You inspire and support others to achieve outstanding levels of performance through providing clear direction and feedback.
• You meet your own targets and have consistent performance against agreed metrics.
• You effectively set personal and team goals to deliver business objectives.
• You coach your direct reports’ personal and professional development.
• You cooperate with and respect colleagues, recognising that teamwork exceeds individual efforts.
• You listen, express, and articulate information effectively.
• You contribute to the business through awareness of the market/industry, controlling team resources and associated costs.
• You prioritise creating the best possible experience for clients and key internal stakeholders.
• You constantly seek to improve business practices through analysis, creativity, problem-solving, and change initiatives.
• You ensure tasks are completed efficiently through effective time, task, and financial management.
• You actively manage any areas of underperformance or absence, in line with our company policies and procedures.
• You actively look to improve your awareness of regulatory changes or process improvements.