Job Description

Claims Business Manager - Digital

Location: London

About us

IQUW is a speciality (re)insurer at Lloyd’s (Syndicate 1856) underwriting a diverse range of Property, Commercial and Speciality (re)insurance products from Cargo and Marine to Political Violence, Terror and War. We combine data, intelligent automation and human expertise to make smart decisions, fast.

ERS is the UK's largest specialist motor insurer with an A+ rating. We recognise that for some, motor insurance is more than just a must-have; it's a way of taking care of what stands at the heart of their passion or livelihood. For those people, standard insurance isn't enough. That's why we work exclusively with motor insurance brokers to help get under the skin of the most difficult insurance risks, helping build products to meet their customer’s needs.

The role

• To drive the strategic development of the motor claims process and execute on the implementation of automation technologies, digital solutions, and innovative strategies.
• To optimise operational efficiency, reducing claims processing time, enhancing customer satisfaction, and improving overall claims management performance.
• To leverage innovative technology to create a seamless, user-centric experience while maintaining the bespoke, high-quality service standards that define our brand.
• To support the technical performance of heads of damage (First Party, Third Party Damage or Personal Injury) through development of commercial opportunities based on market, legal and technical knowledge and support ownerships for its major supply chain contracts.
• To understand the business results and take anticipative or remedial action in relation to a financial performance and major supply chain influences within this.
• To provide technical guidance relating to claims and oversee processes with technical or financial implications.
• To make recommendations to the Heads of function and Procurement for optimal contract terms and participate in new contract/renewal processes.
• To support the Heads of function in leveraging commercial advantage in claims. To research market, legal and technical developments ensuring that recommendations are compliant with relevant internal policies and external legal or regulatory requirements.
• To ensure the provision of contracted capability by the major supply chain partners meets the best interest of ERS and contract terms.
• To work with the operational service delivery owners to monitor management information, analyse performance and troubleshoot and share insights.
• To undertake such specific projects in relation to claims as may be requested from time to time.

Key responsibilities

• • Develop and execute the digital and automation strategy for the motor claims process.
  • Identify and evaluate modern technologies, including AI, to streamline claims handling.
  • Ensure alignment of the digitalisation strategy with broader business goals and customer needs.
  • Lead the implementation of digital tools and automated workflows across the claims process, from First Notice of Loss (FNOL) to settlement.
  • Collaborate with IT, software vendors, and external partners to design and deploy effective digital claims solutions and hold suppliers to account for adherence to contractual terms.

• • Identify inefficiencies and opportunities for process improvements within the motor claims lifecycle.

• Work closely with underwriters, sales & marketing, and claims teams to refine and enhance claims workflows.
• Serve as the key point of contact for any claims automation-related queries and provide training and support to relevant teams (ICE claims product owner).
• Ensure all automated processes comply with industry regulations, legal requirements, and internal audit standards.
• Stay abreast of industry trends, regulatory developments, and emerging technologies in motor claims automation and insurance and promote a culture of innovation within the claims department, encouraging cross-functional collaboration and creativity.
• Provide technical performance management for claims including ownership of its supply chain contacts.
• Understand and respond to business results, market, legal and technical developments for claims.
• Track and evolve management information making appropriate recommendations for improvements.
• Manage the optimal financial performance of ERS’s supply chain contracts.
• Ensure that the company’s zero tolerance policy towards counter-fraud is considered in all processes.
• Network across relevant markets to develop relationships for the benefit of the group, ensuring that contractual relationship management complies with Procurement best practice.
• Determine technical best practice on key issues in conjunction with relevant internal stakeholders.
• Work with operational service delivery owners, to ensure suppliers provide customer service which represents the ERS brand and provide capability which meets the quality and service standards required under the contract.
• Work with the operational teams to help support the integration of new technology from concept into deployment as business as usual.
• Coordinate troubleshooting and issue resolution as may be required.
• Work in conjunction with the ERS’s supplier audit function to provide adequate assurance over supplier performance.
• Embody and amplify the ERS values in all aspects of day-to-day activity ensuring that all interactions and engagements are carried out with the highest ethical and professional standards and that all work is accomplished with quality and in accordance with ERS values.

The above duties and responsibilities are not an exhaustive list and you may be required to undertake any other reasonable duties compatible with your experience and competencies. This description may be varied from time to time to reflect changing business requirements.

Product Knowledge

• Understanding of the business portfolio and knowledge of all products and classes of business.
• Knowledge of service providers and automation product offerings in the market.

Essential qualifications, skills, and experience

• Strong interpersonal and relationship building skills.
• Articulate and numerate.
• Significant focus on delivery of a first-class customer experience.
• Team Player.
• Works with a high degree of accuracy in all tasks.
• Highly organised clear ability to prioritise and deliver on allocated tasks.

Desirable behavioural attributes

• Business and financial acumen – comfortable with the numbers.
• Focus on results and delivery – completer finisher.
• Project delivery focus
• Strong influencing skills verbal and written.
• Collaborative team-play.
• Networking internal and external.
• Relationship performance management.
• TPA management.
• Project initiative delivery.
• Contract construction.
• Motor claims.
• Legal and regulatory requirements.
• Motor insurance market knowledge