Claims Operation Manager

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Overview

Salary: £56,800 - £65,800 + up to 15% bonus per annum

Working Location: Milton Keynes (Hybrid 3 days in office)

Closing Date: 19th July 2024

Employment Type: Full Time, Permanent

Responsibilities

The role of a Claims Operations Manager presents a unique and dynamic opportunity to lead and inspire a team of Claims Team Leaders. In this position, you will be pivotal in managing and enhancing the performance of the Claims Teams, ensuring they consistently deliver exceptional results. By fostering a culture of continuous improvement and prioritising excellent service for Home Owners, you will create an environment where excellence is the norm.

What we offer:

• 27 days annual leave (plus bank holidays) and a holiday purchase scheme
• Hybrid working
• Generous pension scheme, with an employer contribution of up to 10.5%
• Life Assurance (x4 salary)
• Subsidised private medical insurance
• Cycle to Work scheme
• Employee discounts platform, including gym discounts
• 24/7 employee assistance programme supporting your mental wellbeing
• 2 days volunteer leave
• Equalised maternity, paternity, adoption leave and pay for all new parents
• Payroll Giving, this allows you to make donations to your chosen charity through monthly pay deductions

What you'll be doing

Your responsibilities will include setting clear goals, providing direction, and supporting your direct reports to unlock their full potential and that of their teams. This is an exciting chance to drive success and make a significant impact on the overall claims operation.

Responsibilities extend to:

• Operationally manage the First Contact teams the and Claims handling team.
• Provide leadership, development and coaching of Team Leaders and their team members.
• Actively engaging and supporting the development of the Team Leaders to ensure strong performance and succession planning.
• Contribute to the design and implementation of Continuous Improvement programmes and projects
• Carry out regular 121's, developing a culture where training and development are part of the team, identifying actions and working with the Quality and Training team to ensure the skills and knowledge are developed effectively.
• Ensure effective and consistent communication throughout the team and encourage feedback in order to enhance the customer experience.
• Capacity planning across all teams and multiskilling team members
• Undertake quality assurance calibration checks to ensure that consistency and high levels of quality are achieved and maintained (including compliance with claims procedures, relevant Key Performance Indicators and FCA requirements).
• Prepare and provide regular management reports on team performance using a suite of reports and tools, using the information to identify areas for improvement and taking action to make improvements.

The ideal candidate will have

• Excellent people management skills with the ability to adapt approach to suit any situation.

• Positive and effective communication throughout the team and encouraging feedback in order to enhance the customer experience.
• Experience in managing managers is vital to ensure effective leadership, strategic decision-making, and the coordination of multiple teams.
• Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets
• Have gained experience in performance management to ensure strong performance is recognised as well as conducting disciplinaries when required for underperformance or conduct issues.
• Must be a people person with the ability to build and maintain effective relationships with both internal and external stakeholders.
• Identifying and instilling best practice, processes, and systems and driving continuous improvement environment.
• Maintain open and honest channels of communication at all levels across the business to facilitate best-in-class sharing and root cause analysis.
• Possess extensive operational management and claims handling experience, with strong performance management skills
• Skilled in continuous improvement, and problem-solving, and have an approachable demeanour.
• Ability to coach individuals to enhance performance and am driven to consistently make improvements that increase efficiency and satisfaction.

Qualifications

Education and Qualifications

• Management accreditations would be an advantage.
• University degree qualified, but not essential.

Why you should join us

At NHBC we are proud to be unique. No other organisation in our sector combines the variety of services and scale that we offer. As the market leader, our name is synonymous with new home warranty and insurance. Our people are driven by our core purpose to raise standards in housebuilding and protect homeowners.

We are a modern, lifestyle and family friendly employer who are in a period of rapid growth, investing in technology, data and new ways of working. We need passionate, talented and driven people to join us on this journey.

We encourage our colleagues to work flexibly. We don't promise we can offer you exactly what you want, but we are always happy to talk flexible working.

Your future with us

We have lots of fantastic examples across our business of people who are building their career with us. We are huge advocates of internal mobility and work hard to retain our best talent. We offer exceptional personal development and career progression opportunities. If you're ambitious, driven and hard-working you will succeed with us. We'll support you with full training, ongoing development, and the opportunity to gain recognised qualifications and professional memberships.

Our inclusive culture

We are committed to creating an inclusive culture that encourages everyone to bring their true selves to work. We fundamentally believe in the rights of all our employees and customers to be treated fairly, with dignity and respect, free from discrimination. We have active employee networks that support our colleagues and their allies, creating safe spaces for open conversations and the sharing of ideas.

If you need any adjustments or additional support with your application, please let us know at Recruitment@nhbc.co.uk