Claims Operations Manager
Job Introduction
**Hybrid/home working coming into our Folkestone office once a week**
Our people are everything to us. The way they deliver exceptional experiences every day for our customers, and 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. Come and do the best work of your life alongside lovely colleagues. Come to Saga.
…And right now, we are looking for Claims Operations Manager in our Claims Team within our Insurance Business. You will join the Claims Team as they embark on their new transformation journey to deliver our purpose of exceptional experiences for our Customer and Colleagues. It is an exciting time in Saga’s history. As a Group, Saga is taking to the seas in our brand new, luxury cruise ships and leading the market with innovative insurance and financial products.
You will be responsible for our Motor First Notification of Loss Operation reporting into to Head of Claims Customer Operations – your team will have the first opportunity to delight our customers at the “moment of truth” in their claims journey with Saga. Your role will consist of delivery of objectives in line with our purpose and you will be required to manage through direct reports with focus on colleague engagement, colleague performance aiming to execute best practice to an exceptional quality standard as well as at the appropriate level of productivity.
Your Direct Reports will be a group of Team Leaders and will be responsible for Claims Handlers managing claims processes held on our Technology Platform, this will require oversight of data reports involving multiple KPI’s and working with our Supply Chain - the role holder must have the ability 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 carry our culture which is formed from our values, Empathy, Collaboration, Precision Pace and Curiosity.
And in return, you can look forward to all the responsibility and involvement of an integral role, providing you with a rewarding and fast-paced career with an excellent benefits package.
If this is of interest to you then we would be keen to hear from you!
Role Responsibility
Performance measures and SLA’s.
Customer Satisfaction measured through NPS/VOC.
Engagement of C.50 FTE – measured through colleague surveys.
Productivity and Quality of Colleague Claims Handling.
Support Supply Chain Team with the performance management of Suppliers.
Change ownership of a few 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
An Exceptional Communicator.
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.
Claims Leadership Experience is preferrable.
Experience of Claims Case Management is preferrable.
Experience in managing Operational Teams.
Experience in delivery against objectives.
Our values are:
- 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
Having spent our first 30 years focused on travel, Saga launched Saga Magazine and developed home and motor insurance and financial services in the 1980s. Private medical and pet insurance followed in the 1990s, along with the launch of our own cruise ship operation. The strength of the Saga brand provides the Group with the ability to develop in-house or partner with suppliers to offer our customers and members highly differentiated, competitively priced products which meet their evolving needs.
Saga exists to help our customers and members lead the life they want to lead. To succeed in this, we know that the most important thing to do is to listen to our customers and members. At the heart of our business model is our drive to know more about our customers’ wants and needs so we are best placed to serve them.
Applying this approach over the past 70 years has enabled us to 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 and is recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.
When you join Saga you will see that 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. Creating a culture in which everyone feels welcome and offering equal opportunities in all aspects of employment and advancement is incredibly important to us. 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 Committed employer and ensure that our recruitment process is inclusive and accessible and we will make reasonable adjustments as required.
We are a member of the 30% Club and partner with Women Ahead which offers us a fantastic opportunity to take part in a leading, global, cross-company, leadership mentoring scheme to champion female talent.
We are a signatory of the Armed Services Covenant and have received a Silver Award from the Employer Recognition Scheme.
To all recruitment agencies: Saga does not accept agency CVs unless specifically engaged on the role by the HR Recruitment Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga is not responsible for any fees related to unsolicited CVs.
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