FNOL Operations Manager
This is a Permanent, vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
Operations Manager – FNOL
Davies Claims Solutions – Motor TPA
This is a great opportunity to join our growing claims department at Davies Motor.
We are recruiting for a position of Operations Manager to oversee our 24/7 FNOL function.
In this role, you will play a pivotal role in leading our claims operations. You will have the opportunity to shape your area of the operation, develop new processes/strategies and drive improvement across our Motor Claims operation as a direct result.
This role will play a key part in the leadership, definition and delivery of the Motor Claims operation.
Duties and responsibilities:
- Be responsible for the continued 24/7 availability, safety and delivery of the FNOL function.
- Using available MI to identify trends on claims including, extended lifecycle, complaints, process issues and putting in place corrective action plans to improve performance
- Monitoring Team Leaders and team performance against Client service level agreements, internal key performance indicators and agreed operational business objectives.
- Owning operational remedial action plans on behalf of nominated teams generated from internal and external audit, business improvement programmes, customer satisfaction surveys and customer dissatisfaction root cause analysis. Working to ensure complaints are identified and recorded. Also, acting as the escalation point for complaints.
- Ensuring that work levels are evenly distributed across the teams implementing work reallocation strategies where appropriate to ensure effective Work in Progress management.
- Working towards agreed budgeted revenue and costs. Construct and effectively manage team budgets.
- Manage change within the department through system, process changes and client improvement plans
- Monitor the unit’s team performance against the agreed Client service level, internal key performance indicators and agreed operational business objectives.
- Drive pro-activity of claims handling throughout the unit ensuring that claims are being managed and lifecycle being minimised
- Take overall responsibility for ensuring data integrity within systems is accurate at all times
Skills & Experience:
- Proven management experience within a fast-paced operational customer services environment.
- Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Contact Centre Operations.
- Experienced Resource Planning skills
- Knowledge of IVR messaging and call routing standards
- Evidence of demonstrating organisational change.
- Evidence of utilizing and managing against appropriate Management Information.
- Evidence of working successfully in a fast paced and changing environment where flexibility is required to accommodate peaks and troughs in workload.
- Understanding of all regulatory issues (people, FSA, Data Protection, TCF, Consumer Duty etc)
- Confident with technology, with a good working knowledge of Microsoft Office products.
- Effective and confident presentation skills and ability to influence.
- Resilience and ability to take calculated risks.
- Proven ability to work with senior management, claims/legal professionals, other insurers, brokers, affiliated companies and clients.
- Excellent organisational skills and the ability to work on multiple tasks concurrently
- Self motivated and able to motivate others.
Are you a Davies Person?
All Davies Group employees need to be able to demonstrate our Big IDEA, Inspire, Deliver, Empower and Aspire. It is essential all employees embed these behaviours in line with their job role.
The Company
Davies Group are a multi-award-winning specialist professional services and technology business. We deliver operations across the risk and insurance value chain, including excellence in claims, underwriting, distribution, regulation, customer experience, human capital, transformation, change management and digital innovation.
Over recent years we have consistently delivered double digit organic growth. Our programme of digital transformation has seen us successfully launch a range of technology-led solutions in the insurance and highly regulated markets, including the use of video, drones, robotics and our ‘Disruptive Thinking’ innovation lab that places the power of new ideas in the hands of our people. With our investments in technology, we have grown our solutions with existing clients and added new partnerships to our business. Currently we have a global team of around 6,000 professionals working with over 1,000 of our clients across the world.
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Our Values
We are
Dynamic
We are
Innovative
We are
Connected
We
Succeed
Together
Our Stories
Davies is a community of outstanding people. We welcome different perspectives, support each other’s ambitions and grow together. In a fast-changing business environment, we adapt and look ahead. We succeed because we are multi-talented: in the skills of our teams, specialisms and sector expertise. Working together, we are greater than the sum of our parts.
Charity Work
The Davies Foundation - Our people, clients and the communities we serve are at the heart of our business. The Davies Foundation has been created to give our employees the autonomy to choose how we support, giveback and do good for the local communities we live and work within.
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