Description:
We are looking for a dynamic and enthusiastic individual to join our Commercial team as a Senior Manager Claims & Club Assist. This role involves developing and overseeing strategies for managing Club Marine Claims and Club Assist services, aligning initiatives with business and customer goals, and ensuring targets are met. The focus is on improving operational efficiency, enhancing customer satisfaction, and building strong relationships with stakeholders.
You'll be responsible for:
- Ensure Claims & Club Assist business plans, strategies and processes align with and consistently support the ongoing development, profitability, and success of Club Marine, including shaping and leveraging best practice.
- Develop and implement a proactive and compliant claims process for the management of Pleasure craft claims that is in line with or better than regulatory, industry& enterprise requirements, and gains or maintains efficiency &effectiveness benefits in business operations and customer service.
- Establish and implement initiatives to minimise costs (including claims management expenses) while maintaining acceptable internal and external service levels.
- Supervise the selection and subsequent performance of external claims service providers and ensure they are compliant with all applicable regulatory requirements.
- Ensure customer complaints are resolved to conclusion for the benefit of customers and the business, to support customer satisfaction, service improvements and team development.
- Ensure team is compliant with all regulatory, legislative, and internal compliance obligations, and effective systems and processes are in place, including ongoing monitoring and reporting.
- Accountable for the obligations, risks and relevant controls that relate to the Claims & Club Assist business unit and associated processes.
- Lead claims programs that support customer centricity, developing key relationships and partnerships with our customers, intermediaries, and the Regulator to achieve current and future contractual obligations.
Important to your success:
- Extensive experience in claims management and demonstrated ability to lead, coach and empower people to develop individual and team potential.
- Recent experience in a senior leadership role with proven ability to foster cross functional awareness and collaboration, ensuring individual business objectives and people performance are aligned to organisational strategy, processes, and values.
- Ability to make independent as well as collaborative decisions during expected or unexpected situations and then taking responsibility for the consequences of decisions taken.
- Proven ability to articulate a customer centric culture and exemplify behaviours at all levels of the organisation.
- Demonstrates in-depth understanding of strategy development and can work with multiple teams to align department strategy with organisational vision, translating vision to action to achieve desired results.
- Comprehensive understanding of relevant regulatory and/or legislative compliance requirements that impact the organisation.
- Demonstrated evidence of ability to partner effectively with business leaders and establish strong professional relationships across the enterprise.
- Excellent verbal and written communication skills, capable of communicating with audiences at all levels with clarity, impact, and influence.