Household Claim Large Loss Manager

Reporting directly to the Head of Complex Claims, the Large Loss Manager will be responsible for ensuring delivery of consistent, efficient and technically sound claims handling whilst delivering great customer outcomes on our largest and most complex claims. Using the skills and experience you have built up in dealing with complex property claims you will be responsible for helping shape and deliver our strategy for handling large loss claims.

As well as being directly responsible for the handling of our largest and most complex domestic property claims you will be responsible for the day-to-day line management of a team of large loss claims handlers, providing oversight, guidance, and direction for the claims sat within the team’s caseload.

You will provide mentorship, reviewing and ongoing coaching & development opportunities to ensure the standard of claims handling in the department is of the highest possible level.

The role

• Manage the large loss team, handling complex claims valued in excess of £100,000
• Ensuring our large loss claims are handling in a manner that provides for:
• Accurate reserving
• Tightly managed claims duration
• Transparency and careful management of claims cost
• Fair customer outcomes and excellent customer service
• You will work closely with our key suppliers and loss adjusting partners, and in conjunction with our Supply Chain team will help to ensure the service we and our customers receive is of the highest standard
• You will attend site to ensure proper claims oversight, where required
• You will be responsible for performance management of the large loss team and will provide monthly 1-2-1s & annual appraisals as well as being available for referrals and providing feedback on a claim by claim basis and Performance and Development Reviews, ensuring there is a training plan in place for each team member. Develop the professional competence of team members.
• You will provide comfort to the senior management team that our largest and most complex claims are being handled in a controlled manner via:
• Providing MI to demonstrate the performance of the team
• Providing overviews of cases resulting in large reserve movements, or movements on old years of account
• Chairing large loss claim initiation and reserve control meetings
• Active contribution and participation in surge response and follow-up
• You will be responsible for delivering the large loss strategy across the Admiral Household Claims department
• Key stakeholder in development and delivery of a technical development path, across the department

Desired Experience

• Experience of dealing with complex domestic property damage claims with a value in excess of £100,000
• A track record of coaching and developing teams of claims handlers who are responsible for dealing with complex domestic property claims
• Experience of dealing with complex liability claims, including claims for personal injury
• A sound knowledge and understanding of the litigation process