GB Retail Claims sits within the larger Corporate Risk and Broking (CRB) Business Unit. The team is made up of colleagues in the UK (Ipswich) and India (Mumbai) who also work closely with other areas of the business to deliver excellent client service.
As a part of this team no two days will ever be the same with the opportunity to deal with a claim from cradle to grave. The claims being
dealt with include:
•Employers Liability
•Public Liability
•Personal Injury
•Property
•Disease
•Traditional
•Motor
•Uninsured Loss Recovery
Through our thorough training programme all colleagues are given the opportunity to learn, grow and develop
To be successful in this role you will be required to deliver high quality Claims Service to all clients, ensuring that Key Client Outcomes are:
Allocation Management: Manage a small allocation of complex claims from a variety of streams including, EL, PL, Disease, including personal injury.
Technical Knowledge: Expert Knowledge of Industry specific legislation/Occupiers Liability/ERRA/Six Pack/Apportionment table and MOJ/CPR including case law and knowledge of legal protocols Multiple Jurisdiction knowledge.
KPI/SLA Management: Monitoring Key Client Outcome performance and taking appropriate action as required, to deliver pre-defined service standards Take ownership and ensure department adherence to above including reassignment of work where necessary.
Financial Management: Compliant with all aspects of the WTW financial processes Adherence of reserving process within claims license Adherence to the WTW Payment Authorisation process.
Client Management: Deal with day-to-day client queries competently and in line with WTW values. Take a Lead Role in client meetings with Key contact and/or LMD support. Escalation point when required. Ensure quality and accuracy of client reports and MI. Key contact for client queries. Escrow account Management. Client relationship management. Co-Ordinator of major loss. Stakeholder management. Aggregate management. Fund Management. Multiple Insurer management. Overall knowledge of CRB Retail claims and location of key information (client bibles).
Quality Management: Engage and support in internal and external audits Support and Contribute to the Continuous Improvement Forum Complete audits and provide feedback to handlers Identify trends and escalate Manage the audit process and complete audits on the wider team Lead and organise external audit Support conduct governance structure Claims Quality Auditing.
Mentoring & Coaching: Provide training, coaching and mentoring as required Identify any needs for training, coaching and mentoring Identify future coaches/trainers and mentors Manage the mentoring and coaching requirements within Retail Claims Organising/Producing and delivery of training be it Internal/External/Online Continuous management of training material/library/training site Support the onboarding of new clients Create and issue development plan model Support Managers in the implementation and training needs within a development plan.
Specialist Tasks: Escalation point specialist roles such as Fraud Champion, Litigation or Complaints, Archeological Search Identify trends/ trends analysis of these specialist tasks Managing Marketing Material Supporting RFP process.
Data Analysis and reporting: Detailed Claims Analysis of trends Complete investigations following identification of points of interest.
Technical Requirements/Competencies
Understands why we are subject to laws and regulations and how they affect us. Completes all mandatory training. Adheres to all policies. Uses defined technology in the context of their role. Fully complies with appropriate code of conduct rules and corporate values. Has knowledge of process efficiency and demonstrates ability to apply principles within direct area of responsibility. Appreciates the necessity of change and understands the impact of the same both within direct area of business and surrounding areas. Ability to understand data as presented and carry out some simple interrogation. Awareness of Risk and Analytics tools available. Understand the fundamentals of project organisation, and can project co-ordinate under direction. Knows what own, BU and group revenue targets are and works within guidelines laid out by BU to support delivering financial targets.
Awareness of their subject matter product, and adjacent products. General knowledge of the company's products relevant to business area. Has basic knowledge of their function. Can apply basic reasoning around concepts. Good knowledge of local market ecosytem and building on knowledge of how it interacts with global markets. Understands carrier risk appetites. Developing good carrier relationships. Acts in client's best interest. Takes responsibility for managing client requests and draws on expertise within teams and across group to answer them. May own, or co-own relationship(s) with client(s).
Services an allocated portfolio of moderate to complex and / or sensitive claims. Manages and resolves queries and works with claims managers to ensure timely delivery of Key Client Outcomes. Negotiates and drives forward claims selttlements based on technical and market knowledge. Ensures all financial aspects of the claim are managed. Good understanding of CEM (Client Excellence Model).
Knowledge of Retail Claims Handling including but not limited to EL,PL,ULR, Personal Injury, Disease, Property, Product, Motor and Traditional Claims Handling
Behavioral Requirements/Competencies:
Identifies explicit and implied client needs by asking probing questions and understanding requirements Develops solutions that address client inefficiencies and improve the overall client experience Identifies client areas for improvement uses understanding of client to suggest enhancements.
Works respectfully with team members on multiple projects and learns from others; encourages others to get involved and contribute to decisions. Engages with the whole team and seeks/takes advantage of diverse thinking to deliver better solutions. Understands own team hierarchy and develops internal relationships to improve client outcomes and to develop professionally.
Seeks out and takes advantage of opportunities to learn and acquire new knowledge and skills; reads materials related to professional area and engages in activities aimed at increasing expertise. Asks for positive and developmental feedback, acknowledges and acts on feedback. Recognizes and understands own strengths, development areas and learning style/preferences.
Proposes ideas and suggests new approaches to taking on own work tasks and issues in a better way. Shows a good understanding of key theories and concepts in own discipline by identifying underlying principles. Contributes to the formation of effective strategies that maximize own efficiency, keeping current on trends impacting immediate team.
Understands who key stakeholders are within and across the team. Begins to establish relationships with key stakeholders within own team. Understands the basic role stakeholders play in the team's ability to achieve optimal outcomes.
Assists others in identifying realistic opportunities for personal growth. Invests time and effort to informally coach more junior colleagues.
Takes an optimistic approach to tackling work; identifies the positives in every opportunity and challenge. Copes well with change, recognizes it as feature of the modern world; demonstrates comfort when working with limited information and quickly adapts to challenges, making the most of the situation.
Equal Opportunity Employer
At WTW, we believe difference makes us stronger. We want our workforce to reflect the different and varied markets we operate in and to build a culture of inclusivity that makes colleagues feel welcome, valued and empowered to bring their whole selves to work every day. We are an equal opportunity employer committed to fostering an inclusive work environment throughout our organisation. We embrace all types of diversity.
