Responsible for leading a teams of c.50 Claims Analysts (direct and indirect reports) ensuring accurate and timely adjudication of claims aligned to compliance requirements, contractual benefit terms, policies and operational procedures.
In collaboration with the broader team and stakeholders ensure effectiveness of planning, co-ordination and delivery to ensure all customer and client service levels are met.
Drive strong employee engagement through communication and action based activities to attract, maintain and continuously grow our talent in an ever changing environment.
This role is an excellent opportunity to provide positive input into our operating model and longer term strategic plans;
to achieve a positive customer experience, commercial benefit and optimise performance.
The main responsibilities of the Claims Manager include, although will not be limited to :
Deliver consistent Key Performance Indicator’s at individual, team, site, functional and client level
Work closely with key stakeholders across the claims function to deliver accurate and robust planning with risk mitigation and efficiencies top of mind
Create a dynamic and engaging work environment for all colleagues in the team, ensuring that people development, productivity and quality output are on top of the agenda and maximized
Organise / monitor the workflow of the team in an efficient and effective way to achieve the optimum level of service to the clients / customers
Continually analyse current workflows and procedures and look creatively for possible ways of optimizing these processes.
Where necessary in collaboration with other teams / business areas
Foster collaboration and partnership between teams within Madrid as well as across our other operational sites
Active steering role and final responsibility for sensitive cases and projects handled within the team
Evaluate all customer and client feedback to ensure all opportunities to enhance the customer experience are maximized upon
Drive positive change environment
Identify and recommend key process improvements
Bachelor Degree in Business Administration preferred or similar
5 years of experience in Operations environment
2-5 years of experience in a Leadership position
Skills / Experience requirement :
KPI / results driven
Excellent communication skills formally & informally (correct, professional and at ease in contact with different stake holders i.
e. clients, colleagues, team members, senior management )
Change Management experience
Organizational skills : is able to plan, prioritize and coordinate tasks in an efficient way
Accurate : accurately controls own work and work of team members in order to achieve faultless administration
Analytical : embraces innovation backed by data, ability to set up and evaluate procedures to achieve the fixed targets
Decisive : based on both analytical / technical assessment & speed of execution balance
Advanced knowledge of Microsoft office including excel skills
Proficiency presentation capabilities
Act as a motivator / stimulator in order to create a dynamic and enabling work environment