Company Description: FBD Holdings PLC
Job Description:
Job Overview
Reporting to the Claims Manager - Governance, the successful candidate will operate within the first line of defense and play a key role in embedding a strong quality and compliance culture within the Claims Department. You will be responsible for a team of claims professionals and will oversee the quality assurance process for the Claims Department, the handling of FSPO complaints, training and will personally act as a champion in the areas of data quality, error reporting and compliance. You will ensure claims processes, procedures and reporting meet business objectives and demonstrably adhere to all control and governance requirements.
Job Responsibilities
1. Assist in embedding a quality and control mind-set across the department and within Third Party Service Providers.
2. Implement and monitor all QA and Control Framework activities within the department.
3. Amend and improve the QA framework as needed.
4. Develop and implement new audits, where required.
5. Work closely with Claims Management to agree the QA standards for the department; and recommend and monitor improvements.
6. Provide regular and meaningful management information on QA, complaint and compliance activity, through meetings, presentations and reports.
7. Coordinate the collation of information to respond to regulatory queries and internal or external audits.
8. Ensure that the QA Team is structured appropriately to support key objectives and that any training required is identified.
Further Responsibilities
1. Ensure the QA Team keeps up to date with regulatory and legislative standards and requirements.
2. Oversee the implementation of the Claims annual training plan, contribute to staff training materials and provide guidance to the department when required.
3. Review and guide the handling of all FSPO complaints for the department engaging in mediation through the FSPO process as needed.
4. Develop appropriate communication processes and relationships with other key functions to achieve mutual understanding and support for objectives.
5. Develop strong and pro-active relationships with Assistant Managers and Managers within the Claims department.
6. For direct reports, manage the performance management cycle including setting personal business objectives, tracking results against target, conducting interim and annual reviews and collating final assessment ratings.
7. For direct reports, support under-performers including the design and oversight of improvement plans.
Education
The candidate will ideally have a third level degree and/or professional qualification in insurance, compliance, auditing or risk management discipline.
Qualified Certified Insurance Practitioner (CIP)
He/she will have a minimum of a third level degree and/or professional qualification in an insurance, compliance, auditing or risk management discipline. In addition, it is expected that he/she will have a minimum of 2-3 years experience at management/supervisory level in a large financial services/insurance organisation.
Experiences
1. Proven leadership and excellent people management skills with experience in managing, supervising or leading.
2. Technical claims handling expertise (desirable but not essential).
3. A process improvement and change champion mind-set.
Competencies
1. Ability to motivate others to deliver superior performance.
2. Excellent numerical and analytical skills.
3. Ability to influence.
4. Excellent communication skills.
5. Strong organisational skills and the ability to motivate and get buy-in from others at all levels of the organisation.
MCC Footer: This role is being offered on a fixed term two year contract. FBD is an inclusive Equal Opportunity employer that considers applicants irrespective of their age, gender, ethnicity, culture, religion, language, sexual orientation, ability, disability and social circumstances.
We offer: Hybrid Working
Skills: Claims, People Leader, Financial Services
Benefits: Bonus, Health Plan, Parking, Pension
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