Head of Performance Optimisation

Household Claims (HH) spend £xxxm per annum on customer claims, through a variety of methods including cash settlement, item replacement or supplier led services and repairs. We regularly assess this spend against industry benchmarks and have an aspiration to achieve, at least, top decile performance. This will deliver benefits to both the business, the shareholder but mainly to our policy holders who will benefit by more efficient handling of their claim and ultimately, lower premiums.

As a Household Claims Performance Optimisation Lead, your key objective will be to lead the development, delivery, and monitoring of a claims performance oversight model as well as instigating, leading, and delivering a Household Claims Indemnity and Efficiency programme.

You will lead this strategic programme of work through engaging and seeking agreement from senior stakeholders within HH, our supply chain and beyond whilst satisfying requirements from regulators & reinsurers.

Key Responsibilities

• Reporting to the Head of Household Claims and part of the HH Claims Leadership Team, lead the creation of an achievable but stretching indemnity improvement plan, safely delivering multi-million-pound benefit savings.
• Establish appropriate indemnity reporting to ensure performance oversight for the HH Claims and Core leadership teams.
• By assessing performance, constantly seek opportunities to improve claims spend performance and work with internal and external stakeholders to agree and successfully deliver improvements.
• Ensure there is rigour in the plan and outcomes are accepted and recognised actuarially as well as in Pricing and Product teams and beyond.
• Profile the ambition of benefit savings across HH and beyond and be inquisitive around solutions deployed elsewhere in the organisation.
• Be seen as the HH point of validation for initiatives that either support or influence the delivery of indemnity benefit goals.
• Work closely with Claims Transformation team and ‘hold hands’ to jointly agree the best suite of opportunities under consideration and the most appropriate order of delivery.
• Support a “test and learn” approach to ensure the best solutions are evaluated and implement quickly and safely.
• Be at the forefront of emerging trends proactively recommending and implementing new initiatives to enhance capabilities and future-proof the business.

Skills Required

• Deep knowledge and experience of Claims functions at a senior level.
• Experience of successfully advising and influencing senior management.
• Experience working independently, autonomously and with ambiguous scopes of work.
• Strong strategic mindset and skilled problem solver, with tenacity to make change happen.
• Highly numerate and able to communicate clearly and effectively at all levels, both verbal and written.
• Able to listen and interpret key information in a time critical way.
• Able to challenge key stakeholders confidently and professionally. Ensuring a long-term lens is always considered.
• Able to articulate decisions and outcomes in a clear, precise way.

Admiral: Where You Can

We take pride in being a diverse and inclusive business. It's a place where you can Be You, and show up as you are. We’re committed to fostering a people-first culture where everyone is accepted, supported, and empowered to be brilliant. You can, Grow And Progress at a pace and direction that suits you, Make A Difference for our customers and each other, and Share in Our Future with all colleagues eligible for up to £3,600 of free shares each year after one year of service.

Everyone receives 33 days holiday (including bank holidays) when they join us, increasing the longer you stay with us, up to a maximum of 38 days (including bank holidays). You also have the option to buy or sell up to an additional five days of annual leave.

We’re proud of our people-first culture. In fact, we've been recognised as a Great Place to Work for Women, a Great Place to Work for Wellbeing, and an overall Great Place to Work for over 25 years! We’re fully committed to making sure your progression is not slowed or halted by barriers related to race, gender, age, sexuality or any of the protected characteristics.

Our fantastic benefits make sure our colleagues have a great work-life balance; You can view some of our other key benefits here.

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