Claims Operations Manager (6 month secondment)

Job Introduction

***Remote/home working with weekly visits to our Kent or London office***

Our people are everything to us. The way they deliver exceptional experiences every day for our customers, for their colleagues. The way they own what they do. Their 'Why's it like that?' curiosity. How they always think of others and work together to get things done. For us, for you, make do will never do. Good enough? Not even close.

And right now we are looking for a Claims Operations Manager on a 6 month secondment who will be responsible for a large team of operation technical claims colleagues.

As a Claims Operations Manager your objectives will be across 3 core pillars, Exceptional Customer Experience, Indemnity Cost Control and Low-Cost Operating (OPEX) – these are then underpinned by our Values and our Purpose to deliver exceptional experience for everyone.

You will need to be able to manage these objectives through your 4 - 6 direct reports to control colleague performance with the aim of executing best practice to an exceptional quality standard as well as at the appropriate level of productivity. 

The overall Claims process can be complex, and you will be responsible for your team managing complex processes mainly held on our Claims Management Technology Platform. This will require oversight of a number of data reports involving multiple KPI’s and working with our Supply Chain so you will need to be able to identify trends from data and turn information into insight to prioritise resources accordingly.   Whilst placing our customers at the heart of what we do the role holder will drive a culture of continuous improvement.

Within Claims Operations there are also some contact centre similarities, it will be a fast-paced environment requiring excellent leadership, coaching, organisation and planning and communication skills.   Your peer group will be diverse, with Operational Managers, Work Force Planning teams and other roles at a similar level within the Claims Leadership Team - collaboration with these teams will paramount.

Role Responsibility

• Performance measures and SLA’s relating to multi £M cost control
• Non risk revenue accountability of C.£2M Credit Hire
• Customer Satisfaction measured through NPS/VOC – C, 250,000 customer contacts per annum.
• Engagement of C.50 FTE – measured through surveys
• Productivity and Quality of Colleague Claims Handling
• Support Supply Chain Team with the performance management of Suppliers
• Change ownership of a number of tactical changes across claims.
• Responsibility for effective improvements in processes across claims    
• Role Model our Values and embed within your teams
• Act as a culture carrier in line with our commitments and culture metrics
• Following our Business Code of Conduct and always acting with integrity and due diligence
• Proactively Identify emerging risks and issues and own mitigations

The Ideal Candidate

• Claims Leadership Experience is preferrable
• Experience of Claims Case Management is preferrable
• Experience in managing Operational Teams
• Experience in delivery against objectives
• Ability to Influence and Coach managers
• Emotional Intelligence and People Skills
• Attention to detail – Data & Analytics mindset
• Drive and engagement to deliver our purpose
• Great Team Player (collaborator)
• Can work with precision pace
• Can emphasise with customers and colleagues

Our Saga Values:

• Precision Pace - Always owning and making things happen. 
• Empathy – Always aware of others. 
• Curiosity – Always asking why.
• Collaboration – Always one team, the Saga team!

Package Description

The standard benefits when you join Saga include: 

• Remote working available where possible

• 25 days annual leave plus bank holidays with the choice to buy a further 5 days annual leave per year 

• Free private medical insurance after 1 years' service 

• Workplace Pension 

• AXA Be Supported 

• A range of reductions and offers from leading retailers, travel groups and entertainment companies

About the Company

Over the past 70 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.

At Saga we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement. We value diversity not just because it is the right thing to do, but because diverse teams perform better.

Fair consideration is given to applications from all applicants, including those with disabilities and those over who are over 50 as we are champions of age inclusivity. We are an official Disability Confident employer and ensure that our recruitment process is inclusive and accessible and we will make reasonable adjustments as required. For more information on our DEI policies please visit our Saga Careers page.

​Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner.

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Saga Group