Complex Household Claims Operations Manager

Job purpose

We are looking for an enthusiastic Operations Manager to take up a role within the Complex Claims area of the Admiral Household Claims department. Reporting to the Head of Complex Claims, the successful candidate will deliver a seamless customer experience, balanced with a commercially minded approach to claims management. The ideal candidate will develop and deliver strategies that ensure technical excellence across the department to maintain a tight control on indemnity & fee spend, whilst giving assurances that our claims are reserved accurately. 

Job Duties

• Oversee the effective management of all large and complex claims within the Admiral Household Claims department

• Delivery of the large loss claims strategy to deliver an efficient claims operation, ensuring fair outcome for customers, strong NPS, and contributing towards a market-leading loss ratio.

• Enhancing our handling of complex household claims through the development of robust claims handling and reserving philosophies & processes

• Ensuring opportunities for recoveries are identified and pursued to a successful conclusion

• Take a leading in role in the design and delivery of a technical development path for staff, enhancing technical knowledge and capability across the Admiral Household Claims department.

• Working closely with the wider leadership team to engage in cross-departmental projects that deliver both fair outcomes for our customers whilst contributing to a market leading loss ratio

• Ensure staff working within the Complex Claims area are engaged and provided with a fulfilling work environment

Skills

• Achieved, or be working towards relevant accredited qualifications such as those provided by the Chartered Institute of Insurers or the Chartered Institute of Loss Adjusters

• A minimum of 5 years’ experience of managing complex domestic property claims

• Experience managing large teams of people as well as a firm understanding of how a department that deals with complex claims operates.

• Ability to communicate with staff at all levels, including senior stakeholders within the business

• Commercial market awareness of the household market and associated categories

• The ability to communicate effectively with internal stakeholders including effective influence and challenge

• The ability to work with a high level of autonomy.

• Excellent organisational skills.

• An effective leader who is able to lead and motivate their team to success

• An affinity for our evolving company culture and participative management style and an ability to set an example of being a positive and upbeat role-model to the department

We are the largest car insurance provider in the UK and always feature in ‘The Sunday Times Best Big Companies to Work For’, as voted for by our staff. During these recent uncertain times, Admiral has been there to support every single employee. We are fortunate that during the COVID-19 pandemic we have not had to furlough any employees and we’re still growing as a business. To read more about how Admiral has responded to the COVID-19 pandemic please click here

At Admiral, we really believe that people who like what they do, do it better and that happy staff deliver great service. In Household Claims Service the customer will always be at the heart of everything we do. Join us and over 10,000 employees’ globally in one of our most challenging and rewarding departments.

We truly care about our customers and we’re very proud of the level of service we provide. By recruiting people like you, who are customer focused and love to help others, we can continue to provide a great service and ensure an excellent experience for our customers. In a year which saw Admiral hit record profits we decided to give back to our customers, issuing over 110 million pounds back to our Admiral Group policy holders and the helping the local community.