Assistant Claims Manager

We have an exciting new position as an Assistant Claims Manager within our growing Automotive Protection team. You will be responsible for leading the Claims team and working with Underwriters, Brokers, and customers to provide excellent Claims service outside of the Americas and Asia regions.
Joining an experienced, supportive team in this market-facing role you will have the opportunity to develop relationships with our global clients and expand your product knowledge across Vehicle Mechanical & Electrical Warranty; GAP; Tyre; Alloy Wheel; Scratch & Dent.
Your new role

• Manage the claims teams to ensure that performance standards are met by providing an excellent customer experience.


• Manage department workload so that payments are made in a timely manner.


• Coach and train claims people to meet their development objectives. This will include clearly documented 1-2-1 reviews, which are a key part of the performance management framework.


• Participate in the quality review process both in reviewing and implementing change.


• Act as a point of referral for escalated and high-value claims.


• Ensure that cost-control processes are followed and identify any areas for improvement.


• Make use of cost-effective service providers where applicable, e.g. Prestige; sublet etc.


• Occasional travel to support the business, which may include overseas, e.g. Dubai & Denmark.


• Liaise with local partners in managing and developing non-UK claim handlers.


• Ensure that the teams have the necessary tools and facilities to perform their duties as well as progressively improve themselves and the business.


• Promote the QBE DNA within the Claims teams.


• Build relationships with internal stakeholders, particularly in AP Distribution and Underwriting.


• Support internal stakeholders with requests for assistance. This may relate to individual claims or tasks to support the business such as reporting.


• Ensure that all reports and returns are accurate and produced in a timely manner.


• Support external stakeholders such as repairers and clients as required. Build relationships with key people to facilitate cooperation & communication.


• Ensure that the team follows all regulatory requirements, e.g. Consumer Duty; Data Protection; Conduct Risk; recording Vulnerable Customers, etc.


About you

• Excellent focus on service delivery.


• Team leadership and operational management.


• Ability to interact with internal and external stakeholders at all levels.


• Positive ownership of team performance and service delivery.


• Level of theoretical motor vehicle technical knowledge (gained in a mechanical role; vehicle aftersales, motor warranty, service, or repair.)


• Relevant automotive mechanical industry qualification is desirable.
  
  Knowledge of insurance business process or motor insurance (road risk) is desirable.


• Work experience in extended warranty claims environment is desirable.
  
  We understand that one size doesn't fit all and that priorities can change depending on your life stage. That is why our blend of wellbeing initiatives and benefits offer flexibility to suit what matters most to you. It's in the culture of our business, our QBE DNA, to support our people. Everything we do is underpinned by our QBE DNA - because we know it's not just what we do that matters, it's how we do it that makes the difference. In addition to this, we also offer flexible parental leave for both parents and have several employee network groups that support and empower our diverse workforce.

At QBE, we view our people as our most precious asset. We understand the importance of fostering a work environment that is responsive to the changing needs of today's workforce. QBE aims to build a workplace that is fair and inclusive because we want to attract and retain the best people to do the job, we have adopted flexible working across the company and welcome this conversation (https://qbeeurope.com/careers/flex-qbe/).
Some of the award's QBE are proud to have won, been a finalist for, and shortlisted for include;
5-star Diversity, Equity and inclusion (DEI) awards, 2023 Winner - Insurance Business Canada
Employer of the Year 2022 Winner - Insurance Insider
British Claims Awards 2022 Winner - InsurTech Award
Insurance Times Claims Excellence Awards 2022 Winner - Claims Product Solution of the Year
Working Families Best Practice Awards 2021 Finalist for: Best COVID-19 Response
Insurance Post British Insurance Awards 2022 Shortlisted for: Best Customer Care, Diversity & Inclusion Initiative of the Year 2022, Specialist Insurer of the Year (for Construction), General Insurer of the Year
We are proud to have partnerships with organisations such as Stonewall and Working Families, and our commitment to the Women in Finance Charter, the UN Women's Empowerment Principles and Race at Work charter helps keep us accountable and transparent
Inclusion of Diversity
We are striving to create a workplace culture where all our people feel included, and we are committed to building a diverse workforce that is reflective of the communities we operate in.
We know that diversity of thought, background and experience enables better decision making, improves the quality of our delivery and helps us to meet the needs of our customers.
ESG & Sustainability
At QBE, we believe that integrating sustainability into our business helps us deliver on our purpose of enabling a more resilient future. Our three key focus areas include fostering an orderly and inclusive transition to a net-zero economy, enabling a sustainable and resilient workforce and partnering for growth through innovative, sustainable and impactful solutions. For further information regarding QBE's sustainability targets, including our net-zero pledges and inclusion of diversity targets, and our award-winning impact investment initiative 'Premiums4Good', please visit our Sustainability homepage and read our latest Sustainability Report (
Link
).
About QBE
We can never really predict what's around the corner, but at QBE we're asking the right questions to enable a more resilient future - helping those around us build strength and embrace change to their advantage.
We're an international insurer that's building momentum towards realising our vision of becoming the most consistent and innovative risk partner.
And our people will be at the centre of our success. We're proud to work together, and encourage each other enable resilience for our customers, our environment, our economies and our communities.
With more than more than 11,000 people working across 27 countries, we're big enough to make a real impact, but small enough to provide a friendly workplace, where people are down-to-earth, passionate and kind.
We believe this is our moment - what if it was yours too?