Claims Operations Manager

Do you have experience managing a claims team / support function? Come and join us and take responsibility for the strategic development and day to day provision of our central support services team to the UK claims function here at Markel.

What part will you play? If you’re looking for a place where you can make a meaningful difference, you’ve found it. The work we do at Markel gives people the confidence to move forward and seize opportunities, and you’ll find your fit amongst our global community of optimists and problem-solvers. We’re always pushing each other to go further because we believe that when we realise our potential, we can help others reach theirs.

Join us and play your part in something special!

It’s an exciting time to join Markel UK as our business grows, and we have a great opportunity for a UK Claims Operations Manager to join our team in either Leeds or Manchester (with some UK travel required). We can offer hybrid working plus a great starting salary and generous annual bonus along with a great benefits package.

The UK Claims function aims to be the market leader in the provision of an efficient, cost effective, creative and professional service to our brokers, policyholders and clients. We strive to be proactive and flexible in the management of claims whilst maintaining our integrity. Our vision is to be the most customer focused, nimble and value adding claims team in the market.

This role will form one of the members of the UK Claims Leadership team, reporting directly into the Claims & Legal Services Director. You will join a close knit, established team dedicated in driving the highest standards of claims service. The UK Claims Operations Manager will take responsibility for the strategic development and day to day provision of central support services to the UK claims function including Markel Law.

As the manager of this multidisciplinary team of specialists, you will be recognised for your ability to optimise business processes to enhance internal and external customer experience, service and quality. You will lead from the front, deploying technical process excellence and take ownership while striving for continuous improvement of the team as well as the service being given.

• Day to day management of the claims team staff not directly handling customer claims.
• Promoting a culture which provides both challenge and support to each team member in the pursuit of a consistent and high-quality claims service and approach. Drive effective oversight for all team members through the team structure and the day-to-day management of individuals; look to develop the team and the way we work.
• Overseeing the Claims Administration Support Team, take responsibility for and oversight of all claims administration within the division. This responsibility involves:
  • Bringing individual teams under one leadership structure.
  • Managing surges of claims to ensure there is enough support to open claims, answer calls and maintain diaries within SLAs.
  • Ensuring tasks handled by the right people; that workloads of team members are regularly reviewed and changed as appropriate, and that any under or over performance of individuals is recognised and addressed.
  • Considering and addressing any resourcing issues promptly.
  • Delivering a prompt response and transparent service to our broker and insured clients whenever possible, given the circumstances of individual claims.
• Responsible for and oversight of all MI production within the division. This responsibility involves providing:
  • Weekly and monthly MI relating to financial movements, new claims, claim counts and other financial data.
  • Monthly and quarterly critical data.
  • Reports detailing the performance of delegated claims arrangements.
  • Reports detailing the performance of our panel solicitors, loss adjusters and other service providers.
  • Reports detailing the customer journey from first contact with Markel to the end of a claim.
  • Support the Head of Insurance Claims and the Head of Tax & Legal Expenses Claims in the collation and monitoring of appropriate MI in order to identify any claims trends or any issues that the Claims &…