Finance & Claims Manager

Claims & Payments Officers (approximately 8–10 at peak, subject to final resourcing)

To lead and manage the claims and payments function for a major employment programme, ensuring claims activity is completed accurately, consistently and within required timescales. The role will provide day-to-day leadership of the team, maintain effective financial and operational controls, oversee the quality of outputs and work closely with Finance, Quality & Compliance and Operations to support an effective end-to-end service.

• Head of Commercial Finance and Finance Director
• Claims & Payments Officers
• Quality & Compliance colleagues
• Operations and Employer Engagement
• Audit, Performance, MI and Shared Services teams

• Commissioners and funding bodies
• Employers, partners and other programme stakeholders
• External auditors and assurance providers as required

• Lead, manage and develop the Claims & Payments team, setting clear expectations for quality, productivity, accuracy and timeliness.
• Plan and allocate workloads to ensure claims activity is completed accurately and within agreed timescales.
• Monitor team performance, capacity and quality, taking timely action to address backlogs, errors, performance issues or resourcing pressures.
• Provide regular coaching, support and feedback, manage performance appropriately and create a culture of accountability and continuous improvement.
• Ensure the team is appropriately trained and has clear procedures, guidance and escalation routes.

• Provide management oversight of claims, payments, reconciliations and associated financial administration in line with agreed responsibilities.
• Ensure appropriate checks, controls, review arrangements and segregation of duties are applied consistently across the team.
• Review material queries, exceptions and unusual items and ensure these are resolved or escalated through agreed governance routes.
• Ensure required activity is supported by accurate, complete and appropriately retained information.
• Oversee the timely preparation of relevant management information, financial reporting and programme updates.

• Ensure accurate, timely and audit-ready records are maintained to support programme, financial and assurance requirements.
• Maintain effective oversight of process compliance, control performance, exceptions and corrective actions.
• Support readiness for internal reviews, external audits, commissioner assurance and other governance activity.
• Work with relevant colleagues to identify control weaknesses, recurring errors and emerging risks and agree proportionate responses.
• Ensure financial, payroll and personal information is handled appropriately, securely and confidentially.

• Work collaboratively with Finance, Quality & Compliance, Operations, Employer Engagement, Audit and Shared Services to support an effective end-to-end process.
• Build effective working relationships with commissioners, employers, partners and other stakeholders through agreed contact routes.
• Provide clear and timely updates on delivery, capacity, risks, exceptions and required decisions.
• Ensure queries and issues are managed professionally and resolved within appropriate timescales.

• Monitor trends, recurring issues and performance information to improve the accuracy, efficiency and consistency of claims and payment processes.
• Lead the implementation of agreed process, system and control improvements within the team.
• Promote high standards of professionalism, customer service and attention to detail.
• Maintain up-to-date knowledge of relevant procedures, controls and programme requirements applicable to the role.
• To deliver role responsibilities in line with AKG values and all relevant policies and procedures.
• Any other duties appropriate to the level of this role, for which the post-holder has the necessary training or experience.

• Strong people management experience, ideally leading a sizeable operational, finance, claims or transactional processing team.
• Demonstrable experience of managing team performance, workloads, deadlines, quality standards and competing priorities.
• Ability to coach, motivate and develop colleagues while maintaining clear expectations and accountability.
• Experience working in a…