UK Claims Operations Manager

Do you have experience managing a claims team / support function?
Come and join us and take responsibility for the strategic development and day to day provision of our central support services team to the UK claims function here at Markel
What part will you play? If you’re looking for a place where you can make a meaningful difference, you’ve found it. The work we do at Markel gives people the confidence to move forward and seize opportunities, and you’ll find your fit amongst our global community of optimists and problem-solvers. We’re always pushing each other to go further because we believe that when we realise our potential, we can help others reach theirs.
Join us and play your part in something special!

The opportunity:

It’s an exciting time to join Markel UK as our business grows, and we have a great opportunity for a UK Claims Operations Manager to join our team in either Leeds or Manchester (with some UK travel required). We can offer hybrid working plus a great starting salary and generous annual bonus along with a great benefits package.

The UK Claims function aims to be the market leader in the provision of an efficient, cost effective, creative and professional service to our brokers, policyholders and clients.  We strive to be proactive and flexible in the management of claims whilst maintaining our integrity. Our vision is to be the most customer focused, nimble and value adding claims team in the market.  

This role will form one of the members of the UK Claims Leadership team, reporting directly into the Claims & Legal Services Director. You will join a close knit, established team dedicated in driving the highest standards of claims service. The UK Claims Operations Manager will take responsibility for the strategic development and day to day provision of central support services to the UK claims function including Markel Law. As the manager of this multidisciplinary team of specialists, you will be recognised for your ability to optimise business processes to enhance internal and external customer experience, service and quality. You will lead from the front, deploying technical process excellence and take ownership while striving for continuous improvement of the team as well as the service being given.

What you’ll be doing:

• Day to day management of the claims team staff not directly handling customer claims

Claims operations

• Promoting a culture which provides both challenge and support to each team member in the pursuit of a consistent and high-quality claims service and approach.  Drive effective oversight for all team members through the team structure and the day-to-day management of individuals; look to develop the team and the way we work

• Overseeing the Claims Administration Support Team, take responsibility for and oversight of all claims administration within the division. This responsibility involves:

  • Bringing individual teams under one leadership structure

  • Managing surges of claims to ensure there is enough support to open claims, answer calls and maintain diaries within SLAs

  • Ensuring tasks handled by the right people; that workloads of team members are regularly reviewed and changed as appropriate, and that any under or over performance of individuals is recognised and addressed

  • Considering and addressing any resourcing issues promptly

  • Delivering a prompt response and transparent service to our broker and insured clients whenever possible, given the circumstances of individual claims

• Responsible for and oversight of all MI production within the division. This responsibility involves providing:

  • Weekly and monthly MI relating to financial movements, new claims, claim counts and other financial data

  • Monthly and quarterly critical data

  • Reports detailing the performance our of delegated claims arrangements.

  • Reports detailing the performance of our panel solicitors, loss adjusters and other service providers

  • Reports detailing the customer journey from first contact with Markel to the end of a claim

  • Support the Head of Insurance Claims and the Head of Tax & Legal Expenses Claims in the collation and monitoring of appropriate MI in order to identify any claims trends or any issues that the Claims & Legal Services Director, Underwriting and Actuarial teams should be aware

• Responsible for the oversight and governance of the delegated arrangements across the UK claims function. This responsibility involves:

  • Ensuring appropriate claim control to minimise claims costs and avoid leakage

  • Creating visibility around performance of our delegated service providers

  • Focusing on ensuring adherence to internal and external regulatory requirements and the Markel Claims Philosophy

• Responsible for the oversight and management of the Claims Journey Audit process; driving continuous improvement within the UK claims operation. This responsibility involves:

  • Overseeing the continuous undertaking of the claims journey audit and feedback loop. Refining and developing the process as necessary

  • Ensuring that identified issues are addressed and progress is monitored

  • Widening the scope of this audit beyond the current participating departments; with a particular focus on developing the audit function within Markel Law

• Support the Claims Leadership Team on emerging ad-hoc claims teams projects to improve customer claims service across the UK

• Represent the UK claims operation when necessary on cross team committees and projects groups as necessary including being the key point of contact between UK Claims and the central regulatory teams

Our must haves:

• Experience within an insurance operations environment preferably commercial insurance

• Experience at overseeing and implementing operational change

• Previous experience in leading a team

• Proven leadership capability and people management skills with a demonstrable ability to develop and train team members

• An ability to manage technical specialists without necessarily having that technical specialism

• Experience in leading independently and taking responsibility for decisions made to improve the team and business offering

• Excellent written and spoken communication skills in the English language

• Demonstrable IT skills including MS Office, Word, Excel with a willingness to learn all necessary in-house systems

• Excellent attention to detail

• A strong focus on systems and processes and be committed to change and process improvement

• Experience of data analysis and metric monitoring desirable

Who we are:

Markel Corporation (NYSE – MKL) a Fortune 500 company with over 60 offices in 20+ countries, is a holding company for insurance, reinsurance, specialist advisory and investment operations around the world.

We’re all about people | We win together | We strive for better | We enjoy the everyday | We think further

What’s in it for you:

• A great starting salary plus generous annual bonus & strong benefits package…

• 25 days paid holiday plus Bank Holidays, with the opportunity to buy / sell extra leave

• Fantastic company pension scheme, private medical and dental cover, life assurance, travel insurance cover, income protection, season ticket loan as well as other great benefits on offer

• There are countless opportunities to learn new skills and develop in your career, and we can provide the support needed to do just that!

Are you ready to play your part?

Choose ‘Apply Now’ to fill out our short application, so that we can find out more about you.

Markel celebrates the value of a diverse workforce that brings experience and expertise from a wide variety of backgrounds and life circumstances. Whatever your background, if you feel you meet the requirements of this role then we want to hear from you. We are also happy to consider candidates who are looking for flexible working patterns.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided with all reasonable accommodations to be able to participate in the job application or interview process and to perform essential job functions if successful. Please contact us via email at [email protected] or call us at 0161 507 5827 to request any accommodations that may be needed. This includes any alternative formats of any documents or information on how to apply offline.

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