Claims Handling Oversight Manager

Company Description

Who We Are 

Since its entry into Europe in 2009, SquareTrade has gone live in 14 markets in Europe (UK, France, Germany, Benelux, Spain, Portugal, Austria, Finland, Denmark, Norway, Sweden and Hungary) as one of the largest and fastest growing mobile and consumer electronic insurance providers in Europe. The company is revolutionising and disrupting the £2bn+ market whilst setting the service standard in Europe by creating the most consumer-centric digital protection service, obsessed with best-in-class operations and technology, hassle-free service, and driving pace and product innovation in an industry that has lagged behind others. Partners include major European telecom operators such as Magenta, 3, Telenor, YouSee, DNA and Elisa as well as leading consumer electronics retailers including Amazon, Phone House and MediaMarkt.  

Job Purpose

Reporting to the Head of Claims & Customer Service (Europe), this role is responsible for supporting the European Operations team with the day-to-day monitoring and oversight of SquareTrade’s Claims Investigation and Validation process fulfilled by SquareTrade’s Outsourced Service Providers (‘OSPs’).

The role holder will act as the key point of contact for SquareTrade’s outsourced service providers responsible for undertaking claims handling activities in the UK and across European markets that SquareTrade operates in.

This role will be pivotal in ensuring that SquareTrade demonstrates effective oversight of their claims handling service provided by OSPs on behalf of SquareTrade, and the delivery of good customer outcomes through fair, prompt and compliant handling of claims.

In addition, the role holder will be responsible for monitoring and assessing OSPs performance against contractual SLAs; identifying and driving continual improvements in the interest of customers; acting as a point of escalation to resolve emerging and materialised risks or issues; provide ad-hoc direction to assist with OSPs to conclude on complex or non-standard claims; and,  supporting to develop SquareTrade’s broader Claims Handling and Customer Service strategic objectives

Job Description

Job Responsibilities: 

• Relationship Management: build strong relationships with our Claims Handling OSPs to ensure performance in line with the expectations and SLAs set by SquareTrade.
• OSP Claims Handling Performance: responsible for monitoring, overseeing and managing performance of OSPs responsible for claim handling across our pan-European operation. This includes reviewing and analysing performance data (claims, customer service, vendor SLAs) to identify trends and patterns. Provide regular reports and updates to senior management on claims and customer service  OSP performance.
• Claims Handling Strategy: supporting the enhancement and implementation of Claims handling strategy and framework across all SquareTrade insurance products and markets.
• Claims Handling processes and procedures: support with revising, enhancing and refining our claims handling processes and procedures for OSPs to ensure timely, fair and accurate handling of claims. This will include consideration of regulatory, operational, financial and service requirements.
• Maintaining up-to-date- knowledge of legislation, regulations and industry trends: including, but not limited to, claims handling regulatory requirements set out by the FCA’s ICOBs rules and Consumer Duty, Insurance Distribution Directive, EIOPA and MSFA.
• Ensuring robust fraud risk management related to claims handling: The role will also require comprehensive knowledge of legal, compliance and regulatory requirements in connection to detecting and preventing fraud/financial crime in claims handling - to ensure claims are handled diligently to service genuine claimants and prevent fraudulent claimants.

Experience: 

• At least five years experience working in retail insurance - including but not limited to: phone insurance, gadget, home insurance, travel insurance or motor.
• Direct claims handling experience for retail insurance products is preferred.
• Experience of ongoing reporting and monitoring of operational performance based on predefined SLAs, KPIs and KRIs.
• Strong technical knowledge of insurance claims handling processes, industry practice and applicable regulatory requirements.
• Relevant experience in managing outsourced service providers or external stakeholders (e.g., clients and partners); or strong understanding of outsourced service models, particularly in regulated claims handling
• Preferred (but not mandatory) - experience in fraud detection and prevention connected to retail insurance claims handling.

Qualifications

Skills & Qualities:

• Strong customer focus and drive to get things right for our customers
• Strong written and verbal communication skills 
• Continuous improvement mindset and change management experience
• Strong collaborative and interpersonal skills; a team player
• Ability to build effective working relationships and deal with stakeholders at all levels
• Proactive and uses own initiative
• Excellent analytical and problem-solving skills.
• Detail-oriented and highly organised, with the ability to prioritise and manage multiple tasks simultaneously

Education: 

• Degree level educated
• A Level 4 qualification that meets the FCA's qualification standards for dealing with retail clients is preferred 

Additional Information

We work in a hybrid model: 3 days in the office, 2 days from home. 

All your information will be kept confidential according to EEO guidelines.