Team Leader

As a Team Leader in the Claims team at , your role is to make sure your team is on track
and working effectively and efficiently. You’ll use performance management principles to guide
the team to achieve our goals and KPIs, while keeping our ways of working aligned with our
company values.
You’ll be in charge of managing the team, assigning tasks, and making sure everyone’s workload
is manageable. Utilising your experience, you’ll ensure regulatory requirements are always met,
monitored, and delivered – and you enjoy leading your team and coaching their development.
You’ll enjoy building a culture of continual improvement, where your team search out
improvement opportunities and genuinely care about delivering excellence at every touchpoint.
You’ll also act as a go-to person for any technical questions or complaints, and you’ll make sure
quality and service standards are always met.

Core deliverables
✓ Claims Delivery: lead claims delivery with your teams to meet our goals and targets.
✓ Analyse Performance: Keep track of how we’re doing with a range of different measures.
Investigate to see what’s working and what needs to change or improve.
✓ Continuous Improvement: Find ways to do things better, whether it’s our processes or our
people, so we can give our customers even better service while keeping costs in mind.
✓ Provide direction: Share feedback, tracking against business and team goals, create
clarity on how individual contribution impacts our performance
✓ Prioritisation: ensure workload is fairly distributed, make sure we’re on track, and step in if
we need to adjust our plans.
Skills and competencies
Claims Delivery
• Lead the team to handle claims from notification to settlement, validating policy cover
and the claim, to ensure fraud controls and claims processes are followed and quality of
process and cost control is delivered at every touchpoint.
• Ensure your team carry out required investigations to ensure all relevant documents and
information have been evaluated prior to the decision on the claim.
• Complete claims payment authorisations and quality audits to deliver a quality claims
service, providing constructive guidance to team members and recognise high standards
of service achieved.
• Handle complaints constructively and in line with company and regulatory guidelines,
handling difficult queries or situations appropriately to ensure prompt resolution.
• Plan work based on the targets we’ve agreed and available resources in your team.
• Use service standards to decide which tasks are most important for the team to tackle
first.
• Implement plans to catch up on any work we’ve fallen behind on or backlogs.
• Keep all our documents and State of Play are up to date.