Claims Operations Manager

Since Aspen was founded in 2002, we have become a leading, diversified specialty insurance and reinsurance company. We respond thoughtfully and creatively to find the best outcomes for our clients and business partners through carefully-tailored solutions.

We believe the way we work is just as important as the work we do, and we are guided by our core values of respect, honesty, trust and professionalism.

Aspen is a great place to develop your career offering an exciting and challenging environment where achievement is rewarded.

Role Purpose 

The Claims Operations Manager is responsible for overseeing and optimising claims processes, systems, and controls, ensuring compliance with legislative and regulatory requirements, whilst maintaining data quality and financial accuracy, to enable operational and service excellence in line with SLAs and KPIs.

By effectively managing these responsibilities, the Claims Operations Manager ensures the claims department operates efficiently, supporting business objectives and delivering excellent service to our customers (insureds, brokers, and underwriters).

Key Results Areas

Strategy and Planning 

• Identify and deliver against the claims operational priorities, claims management requirements, and regulatory standards.
• Lead continuous improvement initiatives from current to target state, ensuring strategic alignment with priorities of the Group and key stakeholders, including data, IT and risk management.
• Manage and undertake claims operations processes and any administration to enable optimal functioning of operations in support of the claims lifecycle.
• Key participant in claims committees and forums, ensuring ownership of actions and improvements, as well as providing accurate MI and outputs reported to committees, forums, and senior management.

Policy, Process and Procedures

• Management of London market and Lloyd’s processes and associated services and practices, to enable effective and consistent operational performance against internal KPIs and Lloyd’s SLAs.
• Management of processes and workflow processing from the London market, including the Write-Back product, SCM messaging, ILU / LIRMA messaging.
• Manage daily claims operations, including processes & systems, and the associated performance, risks & issues.
• End -to-end owner of key claims business services including FNOL, claims handling, and claims payment processes
• Develop, document and implement claims policies and procedures, enabling risk protection, adoption of best practice, and continuous improvement
• Support and understand dependant processes and requirements with regards to Sanctions, Fraud, and Licensing, and any other legislative or regulatory reporting.
• Responsibility for the performance and effectiveness of our SOX and non-SOX control framework, including delivery of the quarterly review and attestation process on control effectiveness, and collaboration with the Claims Controller and Global Heads of Portfolio to enhance controls as required.
• Manage and support external and internal audit scope & actions, to ensure that there are no material weaknesses in our financial and operational performance of processes and controls.
• Support operational resilience through business continuity processes being tested, designed, and executed, with written evidence in support of the business operating effectively

Environmental Awareness/Customer Focus

• Responsible for driving improvements to our customer journey, systems, processes and data identified through internal and external peer reviews.
• Support and manage any outsourcing and BPO processes, practices, and controls, to maintain quality & resilience through governance and KPIs.
• Manage issues and solutions to support continuous improvement of processes and practices that enhance our internal and external service delivery

Technical Performance

• Act as the owner and SME of UK Claims Op’s priorities and issues in alignment with the relevant Claims Committee.
• Manage, own, and evidence the end-to-end claim process ensuring processes and changes to process are evidenced to assist with business operation and improvements.
• Analysing claims data to identify trends, cost-saving opportunities, and process improvements.
• Co-ordinate with the business and data teams to prepare and ensure timely delivery of MI that is required to deliver business and operational data insight.
• Analysing process and data opportunities, with effective resolution, in collaboration with OWRI, Finance, Underwriting, Data & Ops.
• Support the creation and adoption of cost control measures regarding; experts, lawyers, and TPAs.

Knowledge

• Deep understanding of the London Market and Lloyd’s data, processes, and systems (including ECF, Write-Back, and EBOT/ECOT).

• Understanding of the Lloyd’s claim scheme and the Lloyd’s principle-based oversight regime for claims.
• Strong familiarity with Lloyd’s IT systems & processes.
• Good business & commercial judgement; an ability to solve complex issues with pragmatic solutions.
• Strong understanding of technical claims handling processes across multiple lines of business and geographies.
• Strong operating knowledge of claims management systems, data, and operations
• Strong operational and outsourced management experience.

Skills

• Strong interpersonal and communication skills.
• Excellent organisational and stakeholder management skills.
• Able to work independently.
• Proficient in MS Office applications; Word, Excel and PowerPoint.
• A change agent who will encourage new approaches and will challenge the status quo in a respectful manner.
• An innovative thinker: will identify opportunities to anticipate and respond to regulatory changes.
• Good listening skills and an ability to gain buy-in from stakeholders with diverse interests.
• A high level of self-awareness and integrity and a trust for others required.
• Matrix management skills

Experience

• Experience and relevant knowledge of the demands of a focused role in a group claims functions, operating in a highly regulated environment.
• Team & problem management experience, to enable positive and pro-active solutions to be adopted through stakeholder engagement and a self-starting attitude
• Proficiency in claims management software
• A track record of contributing to the broader direction of the business.
• Deep experience of working with international teams and within matrix organisations.
• Industry certifications can be a plus.

At Aspen we know that having a diverse and inclusive workforce is good for our people, good for our business and good for the environments in which we operate.  We therefore welcome applications from people which allows us to draw on diverse cultures, perspectives, skills and experiences.