The Role:

Reporting to the Quality Assurance (QA) Team Manager, Specialty Division, the QA Manager – Claims will assist in measuring the claims proposition delivery against both the PIB brand / reputation for technical and service excellence in claims and the prevailing Regulatory framework.

The Quality Assurance Manager – Claims, will:

Assist with audits across all lines of business and claims handling centres;
Conduct root cause analysis to determine required procedural changes and training needs;
Measure and report on claim handling quality and customer outcomes;
Assist with the development and monitoring of action plans to remediate sub optimal results;
Engage with Claims Managers to deliver action plans and training plans;
Help drive continuous improvement initiatives, best practice guidance and standard operating procedures; and
Assist with the production of management information and improvement tracking to evidence outcomes.

This is an integral role in the claims function ensuring quality standards are continuously improved ensuring the PIB reputation for customer experience and service excellence are evidenced by a robust Quality Assurance.

Responsibilities:

The successful candidate will be part of the businesses first line of defence and will monitor, review, and provide support to the business and outsourced providers, ensuring that processes and procedures adhere to the regulatory framework. They will also work with the business units and business partners to investigate.
Work closely with the QA Manager to deliver a robust and sustainable QA model, one that drives continuous improvement in both technical and service delivery.
Help maintain the reporting model where results can be tracked, are visible to both claims personnel and management as part of the annual performance appraisal process, helping to improve individual and team performance.
Provide training to the Division on the Quality Framework – including new starters, refresher, and regulatory changes.
Assist with the production of monthly and quarterly management information reports to all stakeholders.
Help build out remediation plans, implement a lessons learned culture and ensure there is a continuous feedback loop to the claims teams to ensure performance issues are resolved.
Assist with agreeing remediation activity with Claims Managers that can be drafted into action plans for Claims Managers to implement and remediate
Support best practice initiatives and process improvement across all claim types
Work with the QA Manager to establish a high performing culture measured through meaningful KPI’s and SLA’s.
Collaborate and engage across functions and departments in order to work with all stakeholders within the PIB Group involved in the delivery of a superior customer excellence programme.

Experience:

Of the insurance claims process across multiple lines of business.
of reviewing and auditing claim files against a best practice guidance document
analysing management information reports identifying trends and issues
of creating action plans to remediate sub optimal performance and maintain and optimise performance.
driving change through continuous improvement initiatives.
implementing sustainable change.
of root cause analysis techniques.
introducing a “lessons learned” culture.

Understands the individual component parts of the claim process:

FNOL, data integrity, accuracy, completion, reserving, settlement procedures.
Industry best practice.
Insurer operating model for claim management.
Calibration, rating and audit scoring methodology.
Production of metrics and the use of data as a reporting tool to illustrate performance issues and improvement progress of conduct issues as determined by the Regulator and PIB best practice guidance
Strong planning and organisational capability.
Execution focus.
Report writing and communication expertise.
Analysis on MI for audit results.
Managing the claims process and determining best practice.
Attention to detail.
Resilient when challenged on change and improvement process.
Influencer across all levels of the organisation.
Strong sense of brand and reputation for service excellence.
Has good judgment, a sense of urgency and has demonstrated commitment to high standards of ethics, regulatory compliance, customer service and business integrity.

Further information

As well as a competitive salary we offer the following benefits -

Competitive holiday allowance with the annual option to buy additional days
Death in Service benefit of x4 salary
Company pension scheme
Enhanced maternity and paternity leave packages
A flexible benefits package which allows you to add additional benefits to your overall package
Our benefits portal offers discounts on technology & electronics, cinemas, restaurants, days out, mortgage advice, travel and many more
Referral schemes
Discounted rates on PIB products
We offer a first-class employee benefits and welfare package to support our employees with financial management, cycle to work scheme, counselling support, health screening, will writing, menopause support, books, stopping smoking and much more
If supporting the local community, engaging with charities and having the opportunity to ‘give something back’ interests you, you have the opportunity to take an extra day to support this with a Volunteering day.
We also offer a wide range of discounts including a kids pass – giving you discount to over 4500 attractions and activities, discounts at hairdressers and beauticians, climate change projects with lots of other options to choose
PIB has a comprehensive learning & development framework, including professional study options and apprenticeships which are available to all employees, and which will support your career development
Being a part of our PIB Community Trust, we support fundraising where you can apply for grants from PIB Group towards your chosen charity
PIB Group are committed to improving their environmental impact in a responsible way. From the individual actions that our colleagues take every day through to installing the right facilities across our premises, there are many measures in place to help reduce PIB’s carbon footprint.

We are proud of our success and growth and have been recognised for many industry awards across our business. If you wish to work for a company that truly puts people at the heart of their organisation, then we would love to hear from you. PIB operates a flexible working policy, and our management teams will talk to you about how that would meet both your flexible working needs and those of the business and role you are applying for. We would love to hear from you if you want to hear more about opportunities in PIB.

We are an equal opportunities employer, committed to hiring a diverse and inclusive workforce. We do not discriminate on the basis of race, colour, gender, religion, disability, age, sexual orientation or any other characteristic protected by law.

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Quality Assurance Team Manager