Claims Business Manager

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Overview

About us

ERS is the UK's largest specialist motor insurer with an A+ rating. We recognise that for some, motor insurance is more than just a must-have; it's a way of taking care of what stands at the heart of their passion or livelihood. For those people, standard insurance isn't enough. That's why we work exclusively with motor insurance brokers to help get under the skin of the most difficult insurance risks, helping build products to meet their customer's needs.

The role

• To manage the performance of ERS's Third Party Arrangements (TPA) supplier contracts.
• Manage key broker relationships, enhance satisfaction though regular communication, strategic insight & analysis of risk mitigation opportunity. Take a pro-active approach towards problem solving engaging with internal stakeholders as necessary to support performance improvement.
• Monitor adherence to agreed best practice guides and contractual operational standards.
• Review financial data and work with the suppliers to ensure any necessary remedial action is taken where improvement opportunity is identified.
• To lead and manage specific claims initiatives including tracking and analysis of management information.
• Understand and respond to business results, market, technical and legal challenges.
• Work with the audit function to provide assurance over TPA performance.
• To make recommendations to the Heads of function and Claims Assurance for optimal contract terms. To participate as required in the new contract / renewal and mid-term negotiation process.
• Ensure that TPA partners represent the ERS values and that the ERS brand is protected in relation to their actions, including but not limited to TCF and legal or regulatory requirements.

Key responsibilities

• Build and maintain key relationships with brokers & appointed intermediaries conducting onboarding sessions and engaging on the claims strategy and opportunities to promote claims technology.
• Utilise account data to identify key performance metrics, analysis of trends, and to track and report on the impact of any agreed remediation actions.
• Act as the primary point of contact for brokers on key accounts
• Gather, cleanse, and build usable data sets from TPA's to provide analytical input to the development of our TPA claims experience.
• Provide data driven narratives focused on claims performance and ongoing tracking of KPIs.
• Understand fluctuations in claims metrics and be able to drill down, diagnose and report in a consumable way.
• Provide insight on key trends emerging using previous experience.
• Track management information making appropriate recommendations for improvements.
• Manage the optimal financial performance of ERS's TPA contracts.

Essential qualifications, skills and experience

• Generic motor insurance policy.
• Landmark legislation and court decisions as they relate to motor insurance practice.
• DCA & TPA Experience
• Strong interpersonal and relationship building skills.
• Articulate and numerate
• Significant focus on delivery of a first-class customer experience
• Team player

Desirable behavioural attributes

• Relationship performance management.
• TPA management.
• Project initiative delivery.
• Contract construction.
• Motor claims.
• Legal and regulatory requirements.
• Motor insurance market knowledge.

Benefits

• Competitive Benchmarked Salary
• 25 days holiday
• Discretionary bonus scheme
• Employee assistance programme
• Annual holiday buy (up to 3 extra days)
• Salary sacrifice benefits
• Annual benefits reviews
• The option for professional qualifications and study support

Benefits

• A full job description will be found here