Claims Operations Oversight Manager

Greater Manchester, England, United Kingdom

1/9/2025

Company

HSB

Location

Manchester , United Kingdom

Role: Claims Operations Oversight Manager

Location: Manchester

Permanent

Job Purpose:

Reporting to the Head of Claims, this role will work closely with colleagues in the Engineering Insurance Business to deliver to our clients the continual development, implementation and monitoring of claims activities and value-add services. The delivery and pro-active monitoring of these claims activities is essential to supporting the Company’s strategy of developing sound, profitable business and strategic partnerships.

This role will also be responsible for the Oversight and Governance of HSBEILs Outsourced Claims handling Partners, to ensure that all outsourced Claims handling activity is onboarded effectively, managed, monitored, maintained and governed in line with outsourced agreements.

Key Responsibilities:

• Support the Head of Claims in determining the Claims Function strategy and business plan in in the setting of standards.
• Take a lead role in the design, testing and implementation of new systems, processes and controls to deliver improvements
• Support the delivery of effective management reporting of claims management activities, key performance indicators, service levels and customer feedback
• Deliver monthly and weekly Management Information on claims data, together with commentary against trends compared to target or comparative periods
• Support the Head of Claims in raising awareness and market profile of the Claims function
• Oversee the adherence of the Claims function’s claims handling activities to the required standards and processes, including Munich Re Group Claims management policies and regulatory requirements, overseeing the delivery of good customer outcomes. This is to include monitoring of controls to ensure adherence to requirements, internal file reviews and the review of HSB Claims systems and controls by external parties
• Oversee the service delivery of key external vendors for the claims function, ensuring they meet contractual obligations and performance standards, in compliance with regulatory and Munich Re Group procurement and third party risk management requirements
• Oversee the service delivery of all outsourced claims handling arrangements to ensure they are delivering good customer outcomes. This is to include implementing and overseeing performance metrics to monitor supplier delivery, conducting regular reviews and audits and designing and implementing improvement plans to mitigate risks identified
• Support the onboarding of new suppliers through support with new contracts and service level agreements and ccompleting due diligence.
• Maintain and assess the department’s Own Risk Self-Assessment risk register and work closely with Risk & Compliance to ensure the Claims team are compliant with regulatory requirements.
• Oversee the implementation and management of records management and retention requirements for the Claims Function.
  
  
  

Key Skills & Experience:

• Knowledge of and relevant experience in the claims / insurance industry HSB operates in and awareness of best practice and potential opportunities for HSB’s customer base.
• Regulatory Awareness, with drafting of binders and contracts experience
• Experience in vendor management, procurement, or third-party risk management, ideally within the financial services sector.
• Strong understanding of regulatory requirements related to outsourcing in financial services.
• Excellent negotiation, communication, and interpersonal skills.
  
  
  

Qualifications & Educational Requirements:

• Partial or completed ACII Qualifications preferred.
• Educated to degree level or equivalent, preferred but not essential
  
  
  

Benefits:

A snapshot of some of our benefits:

• Agile/Hybrid working
• Private Healthcare (Aviva)
• Aviva Digital GP
• Employer Pension contribution of 13%
• Annual bonus
• Professional qualification support
• 25 days annual leave (plus bank holidays)
• x2 wellbeing days per year