About the Company
Aviva plc is a British multinational insurance company headquartered in London, England. It has about 18 million customers across its core markets of the United Kingdom, Ireland and Canada. Aviva also has a presence in China and India. Aviva is the largest general insurer and a leading life and pensions provider in the UK, playing a crucial role in protecting lives and assets across the country. We are committed to fostering a diverse and inclusive workplace where every individual can thrive.
Job Description
As a Claims Manager at Aviva in Colchester, you will lead a dedicated team of claims handlers, overseeing the end-to-end claims process for a specific line of business. Your expertise will ensure efficient, fair, and customer-centric resolution of claims, maintaining high standards of quality and compliance. You will be responsible for developing your team, implementing best practices, and contributing to strategic initiatives aimed at improving claims operations and customer satisfaction. This role requires a strong understanding of insurance claims principles, excellent leadership skills, and a commitment to delivering exceptional service.
Key Responsibilities
- Lead, mentor, and manage a team of claims professionals, fostering a high-performance culture.
- Oversee the claims lifecycle from initial notification to final settlement, ensuring adherence to policies and regulatory requirements.
- Monitor team performance against key metrics, including service level agreements, quality targets, and customer satisfaction scores.
- Handle complex or escalated claims, providing expert guidance and decision-making.
- Identify opportunities for process improvement and implement efficiency-enhancing initiatives.
- Ensure compliance with all relevant industry regulations, legal requirements, and internal policies.
- Conduct regular quality audits and provide constructive feedback to team members.
- Collaborate with other departments, such as underwriting, legal, and customer service, to ensure seamless operations.
- Prepare and present regular reports on claims performance and trends to senior management.
- Drive continuous professional development for your team through training and coaching.
Required Skills
- Proven experience in claims management within the insurance industry (minimum 5 years).
- Demonstrable leadership and team management skills.
- Excellent understanding of claims processes, policies, and regulatory frameworks.
- Strong analytical and problem-solving abilities.
- Exceptional communication and interpersonal skills, both written and verbal.
- Ability to make sound decisions under pressure.
- Proficiency in claims management software and Microsoft Office Suite.
- Customer-focused mindset with a commitment to service excellence.
Preferred Qualifications
- ACII qualification or equivalent professional insurance qualification.
- Experience with process improvement methodologies (e.g., Lean, Six Sigma).
- Bachelor’s degree in Business, Finance, or a related field.
Perks & Benefits
- Competitive annual leave entitlement, plus bank holidays.
- Discretionary annual bonus scheme.
- Generous pension scheme with employer contributions.
- Private medical insurance.
- Life assurance cover.
- Employee assistance program.
- Opportunities for professional development and career progression.
- Hybrid working options (subject to team requirements).
- Employee discount schemes for a range of products and services.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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