Claims Service Manager

Claims Client Service Manager

Primary purpose of the role is to provide effective management of the Claims team, perform the claims service role for a portfolio of clients, and support the achievement of the Business Unit targets and plans. 

These goals are expressed in terms of:
•    People Management 
•    Client Service
•    Client and Revenue Retention/New Business
•    Efficiency and Compliance.
 

The Role

1. People Management 

• Ensure team members achieve their agreed objectives and are held accountable for their performance and development plans taking appropriate action to address issues, and ensuring 100% timely completion of appraisals

• Ensure all team members meet agreed client excellence standards required

• Provide technical assistance where required and actively invest in improving the team members capabilities

• Organise and manage team meetings and promote ongoing two-way communication

• Ensure team attendance to the office in line with the minimum of 2 days per week

   

   

2.  Client Service

• Develop resilient client relationships and perform service management for own portfolio dealing with all aspects of each client’s claims

• Deliver superior client service ensuring that all client requirements are met by the team

• Always provide clients with best-in-class advice and ensure clients are kept fully informed of all developments

• Demonstrate a clear understanding of 

  • the Claims Environment including the PIAB and the Irish Legal system

  • policy cover across all classes of non-life insurance 

• Ensure all instructions and queries are dealt with in a comprehensive and timely manner

• Foster beneficial Insurer and Loss Adjuster relationships whilst demonstrating the ability to robustly challenge coverage/strategy/reserves where necessary 
   

   

3. Client and Revenue Retention/New Business

• Work with the team to support the business unit in achieving its targets through the appropriate management of resources

• Support the achievement of client retention and new business targets and revenue growth 

• Support and work with other members of the client service team (Account Executives and Brokers) ensuring they are kept fully informed of all important developments

• Support cross selling initiatives and new strategies

4. Efficient Systems and compliance

• Ensure compliance with WTW procedures and regulatory standards/requirements are met across the team, e.g. Claims Diaries kept up to date by the team and regulatory requirements are maintained

• Oversee workflow management for the team tenure they are meeting required targets

  • Actively create a culture of innovation by continuous improvement of process, workflow and cost reduction whilst maintaining “best practice systems”

  • Ensure there are client protocols in place and maintained for all clients with high frequency/complex claims

  • Implement/Assist in implementation of operational change

  • Participate in project tasks as required

  • Support & encourage cross unit co-operation and communication

  • Ensure consistency of work practices within the team

  • Review/update claims procedural manual

  • Assist in the development and implementation of appropriate MI, such as Service Hub.

     

What you’ll bring 

· Relevant years’ experience in a commercial claims’ role.
·  Professional qualification (ACII/MDI) or working towards.
· Strong client service focus on effective communication, negotiation and influencing skills.
· Proven ability to lead, coach and direct a team to deliver agreed objectives.
·  Strong operational awareness, including understanding of business objectives and the use of       technology to support efficient delivery.
· Demonstrated capability in problem-solving and planning, with experience improving processes/standards, delivering key metrics/MI, and managing change.

What we offer
At WTW Ireland, your wellbeing comes first.  Depending on your role, you'll receive either 23 days of annual leave plus up to 13 flexible days, or 25 days of annual leave with the option to add 5 extra days—giving you plenty of time to rest and recharge. You'll also benefit from a €1,500 health insurance allowance, life assurance, future-focused pension contributions, hybrid working options, educational support, employee assistance programme and a fully paid volunteer day to make a difference in your community.  On top of these, you can opt into a variety of additional perks including our share scheme, cycle-to-work programme, dental, critical illness protection, enhanced optical cover, and much more. Start making the most of your career and wellbeing with a range of benefits tailored for you.

Equal Opportunity Employer
We’re committed to equal employment opportunity and provide application, interview and workplace adjustments and accommodations to all applicants. If you foresee any barriers, from the application process through to joining WTW, please email candidatehelpdesk@wtwco.com