Assistant Claims Manager - Direct Settlement Injury

Job Overview

Reporting directly to the Claims Manager- Direct Injury Settlement team, the successful candidate will assist in delivering excellence in claims management with particular focus on: developing individual handling expertise; delivering cost effective settlement outcomes; assuring quality and compliance; driving operational efficiency; and embedding continuous improvement aligned with the company s

Job Responsibilities

The duties and responsibilities of the role of the Assistant Claims Manager will include, but will not be limited to:

• Monitor workflow, (to include telephony, electronic correspondence, mail) outstanding caseloads, processes, tasks and distribution of new claims; ensuring that work is allocated to people that have the appropriate level of experience and proficiency to resolve the case cost efficiently and effectively.


• Driving best practice handling behavior that supports attention to detail, challenge to service provider views, independent decision making, a proactive philosophy to information gathering, investigation and personal injury evaluation and availing of every opportunity to settle in the most cost effective settlement channel with particular focus on the development and improvement in the FNOL process to deliver a premium customer and employee experience in line with strategic goals.


• Assist Claims Manager in managing the performance management cycle, including setting personal business objectives, tracking results against target, conducting interim and annual reviews with the Claims Manager and collating final assessment ratings.


• Monitor performance against individual performance objectives.


• Support under-performers with the Claims Manager including the design and oversight of performance s plans.


• Conduct regular reviews covering telephony and file audits (including FNOL call audits, open file reviews and quality assurance audits) on the quality of claim handling and settlements, analyse results and take appropriate actions to improve FNOL gathering, settlement outcomes and claim transfers.


• Ensure personal understanding of regulatory framework and compliance with regulatory standards for claims handling: Consumer Protection Code (CPC); Consumer Insurance Contract Act (CICA); and Data Protection requirements.


• Actively participate in training and identifying training needs for team


• Assist in researching new digital solutions to enhance customer proposition and streamline processes


• Conduct themed reviews as prescribed by claims management or other stakeholders


• Track and monitor settlement rates, recoveries, average settlement cost, average claim lifecycles and service provider cost performance; ensure results are in line with targets; assist the claims manager formulate and implement improvement plans

Job Responsibilities

• Support and drive effective communications across all Departments


• Track leakage and fraud defenses, including the capture of critical data and referral of suspicious cases. 


• Ensure adherence to procedure and processes within the team and identify improvements in handling processes and operational controls


• Monitor, run, review and issue / save operational weekly control reports, signing off in compliance with requirements.


• Collate monthly presentation and deliver content with Team Manager at section meetings.


• Reinforce culture of continuous improvement and excellence within the team


• Providing advice and direction as well as making key decisions on high value, complex or technical aspects of claims. Identify cases to target for settlement considering involvement of Claims Inspectors in the claims process where appropriate.


• Deputize in Team Managers absence


• Evaluate strategy plans on new claims critiquing any gaps in information and action points, directing additional handler enquiries or investigation, identifying potential recovery opportunities and ensuring onward routing to handling skillset as appropriate


• Reviewing claims with handlers at key cost escalation points to validate action taken to date and deciding whether it is appropriate to pursue additional measures to contain claim costs before allowing claim to progress into a more expensive settlement cost channel.

Education

• Qualified to Certified Insurance Practitioner (CIP).

Experiences

• Proven leadership and excellent people management ability with experience in managing, supervising or leading injury claims handling teams.


• Technical claims handling expertise.


• A process improvement and change champion mind-set.


• Demonstrable experience in driving or supporting effective team performance management and a proven results oriented approach to service delivery.

Competencies

Ability to motivate others to deliver superior performance.

Excellent analytical skills.

Ability to influence.

Excellent communication skills.

Excellent facilitation skills.

Strong organisational skis and the ability to motivate and get buy in from others at all levels of the organisation.

MCC

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This role is being offered on a tempoary two year contract.

Closing date for applications is 12th February 2026.