Senior Claims Operations Coordinator - Aviation Liability

Role:
Senior Claims Operations Coordinator Department:
Aviation Liability

Location:

Newcastle The Role The Senior Claims Operations Coordinator will provide operational, administrative and reporting expertise to the Claims Team, ensuring the effective management of claims-related processes and the delivery of a high-quality service to airline clients. The role is responsible for coordinating a range of operational activities, including client reporting, data management, service delivery, financial administration and claims administration. The successful candidate will also provide day-to-day supervision, guidance and mentoring to junior team members, supporting their development and helping to ensure processes are delivered consistently and effectively.

They will play a key role in ensuring new claims are progressed promptly, data is maintained accurately, reporting requirements are met and contractual obligations are fulfilled. Working collaboratively with a broad range of internal and external stakeholders, including the Claims Team Manager, Head of Claims Development & Operations, Aviation Partners, fee earners, business service teams and airline clients, the Senior Claims Operations Coordinator will contribute to the smooth operation of the Claims Team, helping to deliver a consistent, high-quality service and support the achievement of wider team objectives.

• Support the delivery of client contractual requirements, react to internal KPI’s, reporting obligations and associated client escalation processes.
• Support the delivery of operational services across the Claims Team, ensuring activities are completed accurately and within agreed timescales.
• Support end-of-claim management procedures, including where required, payment facilitation with clients or other parties to ensure the timely settlement of claims and reimbursement of agreed costs.
• Support operational processes relating to billing and e-billing, working closely with Finance and other stakeholders to ensure timely and accurate billing.
• Assist with the preparation, production and distribution of client reports and management information.
• Maintain and organise client contractual documentation, records and operational procedures in accordance with agreed processes and best practice.
• Ensure client information is handled in accordance with regulatory, contractual and internal data protection requirements.

• Support the Claims Team Manager and Head of Claims Development & Operations in the preparation and delivery of management information, KPI and SLA reporting, client governance materials and performance reporting for airline clients.
• Maintain and monitor claims management systems, ensuring records are accurate, complete and up to date.
• Provide assistance to maintain procedural consistency across jurisdictions.
• Oversee the administrative function of the Claims Team, ensuring processes are delivered consistently and efficiently.
• Ensure matter intake procedures are properly adhered to and any exceptions managed swiftly and directly.
• Liaise with fee earners and other stakeholders to investigate and resolve data and process-related queries.
• Support investigations into service performance issues, including the review and analysis of operational data and quality assurance findings.
• Monitor and analyse operational trends to identify risks, challenges and opportunities for improvement.
• Contribute to continuous improvement initiatives aimed at enhancing operational efficiency, service quality and client outcomes.
• Assist in the development, maintenance and ongoing review of training materials, operational procedures and process documentation to support consistent ways of…