Claims Business Manager - Digital

Overview Job Description Claims Business Manager - Digital

Location: London

About us

IQUW is a speciality (re)insurer at Lloyd's (Syndicate 1856) underwriting a diverse range of Property, Commercial and Speciality (re)insurance products from Cargo and Marine to Political Violence, Terror and War. We combine data, intelligent automation and human expertise to make smart decisions, fast.

ERS is the UK's largest specialist motor insurer with an A+ rating. We recognise that for some, motor insurance is more than just a must-have; it's a way of taking care of what stands at the heart of their passion or livelihood. For those people, standard insurance isn't enough. That's why we work exclusively with motor insurance brokers to help get under the skin of the most difficult insurance risks, helping build products to meet their customer's needs.

The role

1. Drive the strategic development of the motor claims process and implement automation technologies, digital solutions, and innovative strategies.
2. Optimize operational efficiency, reduce claims processing time, enhance customer satisfaction, and improve overall claims management performance.
3. Leverage innovative technology to create a seamless, user-centric experience while maintaining high-quality service standards.
4. Support the technical performance of damage claims through development of commercial opportunities based on market, legal, and technical knowledge, and manage major supply chain contracts.
5. Understand business results and take anticipative or remedial actions related to financial performance and supply chain influences.
6. Provide technical guidance on claims and oversee processes with technical or financial implications.
7. Make recommendations to the Heads of function and Procurement for optimal contract terms and participate in new contract/renewal processes.
8. Support the Heads of function in leveraging commercial advantages in claims and ensure compliance with policies and legal requirements.
9. Ensure contracted capabilities from supply chain partners meet ERS's best interests and contract terms.
10. Work with operational owners to monitor performance, analyze data, troubleshoot, and share insights.
11. Undertake specific claims-related projects as needed.

Key responsibilities

1. Develop and execute digital and automation strategies for motor claims.
2. Identify and evaluate modern technologies, including AI, to streamline claims handling.
3. Align digital strategies with business goals and customer needs.
4. Lead the implementation of digital tools and automated workflows from FNOL to settlement.
5. Collaborate with IT, vendors, and partners to design and deploy digital claims solutions and manage supplier adherence.
6. Identify inefficiencies and opportunities for process improvements in the claims lifecycle.
7. Work with underwriters, sales, marketing, and claims teams to enhance workflows.
8. Serve as the primary contact for claims automation queries and provide training/support.
9. Ensure compliance with industry regulations, legal standards, and internal audits.
10. Stay informed on industry trends, regulations, and emerging tech, promoting innovation.
11. Manage technical performance of claims, including supply chain oversight.
12. Respond to market, legal, and technical developments affecting claims.
13. Monitor and recommend improvements to management information.
14. Manage financial performance of supply chain contracts.
15. Maintain a zero-tolerance policy towards counter-fraud.
16. Develop relationships across markets, ensuring contractual compliance and best practices.
17. Determine technical best practices with stakeholders.
18. Coordinate with operational teams to ensure supplier performance and integration of new technology.
19. Handle troubleshooting and issue resolution.
20. Work with supplier audit functions to ensure performance assurance.
21. Uphold ERS values and standards in all activities.

The above duties are not exhaustive and may change to meet business needs.

Product Knowledge

• Understanding of the business portfolio and product classes.
• Knowledge of service providers and automation products in the market.

Essential qualifications, skills, and experience

• Strong interpersonal and relationship-building skills.
• Articulate and numerate.
• Focus on delivering first-class customer experience.
• Team player.
• Accurate and highly organized, with good prioritization skills.

Desirable behavioural attributes

• Business and financial acumen.
• Results-oriented and a 'finisher'.
• Project delivery focus.
• Effective influencing skills, both verbal and written.
• Collaborative team player.
• Networking skills.
• Relationship management.
• Management of TPA and contracts.
• Knowledge of motor claims, legal, regulatory, and market trends.