Title: Claims Team Leader
Bristol, GB
Canada Life UK looks after the retirement, investment and protection needs of individuals, families and companies. We help to build better futures for our customers, our intermediaries and our employees by operating as a modern, agile and welcoming organisation.
Part of our parent company Great-West Lifeco, Canada Life UK has operated in the United Kingdom since 1903. We have hundreds of respected and supported employees committed to doing the right thing for our customers and colleagues.
Canada Life UK is transforming to create a more customer-focused business by providing our customers with expertise on financial and tax planning, offering home finance and annuities propositions, and providing collective fund solutions to third party customers.
Job Purpose
• To ensure team members are following the process, feel supported and stay connected to the customer
• To lead, motivate and develop an effective team to deliver a quality and efficient customer service to agreed productivity and quality levels.
• To ensure this service contributes to business retention & supports business strategy.
What You'll Do
- Work directly with team members to ensure the process is being followed so that payments are made for liabilities described in the Policy terms and Conditions And that outstanding customer service is delivered to key corporate clients and the members of Protection policies
- Prepare and use data to ensure sound Operational service Management. Working with other teams within the Department to ensure overall consistency of service by being flexible & innovative in the use of resource to meet the overall plan.
- Create a high performing multi skilled team through fair, open communication that helps recognises our most talented people and creates high engagement and development opportunity as well as providing clear performance management where improvement is required.
- Continuously developing data and Mi to create a culture of continuous improvement. Where data helps people improve their performance as well enabling us to improve the customer experience and efficiency of our processes.
- Ensure team activity corresponds with Risk, Compliance and Legal guidelines and through audit trails reflects the highest levels of integrity required in a claims/underwriting environment
- Handle Personal Sensitive information in line with company procedure and ensure the higher risks associated to medical information is carefully managed when liaising with multiple parties
- Investigate and resolve complaints and queries, in line with the divisional & regulatory complaint procedures. Able to identify the cause of the complaint, work to improve the process whilst balancing the needs of the Customer, the Company and the Regulator
Who You Are
Knowledge
- Some knowledge of protection products of working with policy conditions
- Operational or Customer service management including service SLAs
- Risk and Control management
- Knowledge of Insurance sector
- Knowledge of Data Protection and handling personal sensitive information
Skills
- Resource Management to identify areas in most need of attention
- People Management to drive best results for business
- Organisational skills so that service is managed at all times
- Prioritisation to enable sound Operational decisions
- Excellent verbal communication skills to enable clear communication to teams
- Listening skills to ensure areas of confusion are addressed
- Written skills to ensure clear and concise articulation of instructions
- Influence and persuade to ensure all parties understand reasons for processes and controls
Experience
- Working in Protection claims/underwriting environment or a customer focussed role
- Managing people in highly processed environment
- Working in high regulatory conditions
- Oversight of quality sampling and other key controls associated to claims and underwriting
- Managing high volume multi service channels
- Team communication and upwards communication to senior management
- Complaint handling, preferably in a FCA regulated environment
Benefits of working at Canada Life
We believe in recognising and rewarding our people, so we offer a competitive salary and benefits package that’s regularly reviewed. As a Canada Life UK colleague, you’ll receive a competitive salary and comprehensive reward package including a generous pension and bonus scheme, along with, income protection, private medical insurance and life assurance. We have a fantastic number of other benefits and support services as well as regular personal and professional development.
How we work at Canada Life
Our culture is unique and incredibly important to us. We care about doing the right thing for our people, customers and community and helping others to build better futures. Our blueprint behaviours shape and influence how we work, and are central to the relationships we have with others. Every day we are encouraged to be more curious, own the outcome, face into things together and find a way forward.
We want colleagues to have rewarding careers with us so we invest in the development of our people, technology and workplaces. That’s why we offer a range of training, flexible working and opportunities to grow and develop.
Diversity and inclusion
Building an inclusive workplace with a diverse workforce where everyone can feel they belong and achieve their potential regardless of gender, ethnicity or any other characteristic is a key commitment for us. We are proud of the progress we’re making in DEI, and we continue for it to be a significant focus.
“At Canada Life we believe in the power of great people from different backgrounds, experiences and perspectives coming together to build better futures. Emerging talent is crucial to our growth and creating an environment that continues to inspire us all.” Nick Harding, Chief People Officer, Canada Life UK
We appreciate that everyone has different work and life responsibilities. We’re happy to discuss flexible working arrangements, including part time, for any of our roles should this be a requirement for.