Head of Claims - Travel/A&H

at  Gallagher

Introduction:
Join our growing team of dedicated professionals at Gallagher Bassett, who guide those in need to the best possible outcomes for their health and wellbeing. You’ll be part of a resilient team that works together to redefine the boundaries of excellence. At our organization, we value collaboration and making a positive impact in the lives of our clients and claimants, offering you the opportunity to join a team where your skills and dedication can truly make a difference. GUIDE. GUARD. GO BEYOND.
We believe that every candidate brings something special to the table, including you! So, even if you feel that you’re close but not an exact match, we encourage you to apply.
Overview:
We are currently seeking a highly skilled and experienced Head of Claims to join our team at Gallagher Bassett. As the Head of Claims, you will be responsible for coordinating and overseeing all travel/A&H claims operations. You will report directly to the Director of Travel/A&H and play a crucial role in ensuring the smooth running of our divisions claims operations on a daily basis.
How you’ll make an impact:

Operational:

• Manage daily workflow to ensure even distribution of work across teams and adherence to SLAs.
• Monitor performance of claims teams against service level agreements and operational objectives.
• Develop and implement remedial action plans based on internal and external audits, customer satisfaction surveys, and root cause analysis.
• Act as escalation point for complaints beyond Team Leader level.
• Support with client, broker, and insurer audits.
• Perform any other operational claims duties as required.

Client:

• Attend client meetings alongside the client manager when necessary.
• Ensure no lost clients due to claims service-related issues within your control.
• Engage with clients, account management, sales, and other third parties to understand and exceed client expectations.
• Collaborate with other team members and branches to ensure consistent and high-quality execution for shared clients.

Compliance:

• Adhere to reporting procedures for clients, insurers, and DSAR.
• Conduct monthly review of management information.
• Ensure staff observe regulatory Group policies, procedures, and legal obligations.

Human Resources:

• Manage branch recruitment in accordance with policy.
• Develop succession plans and consider promotions.
• Assist with the development, coaching, and mentoring of claims teams and Team Leaders.
• Conduct performance and development review discussions in line with Group requirements.
• Proactively manage employee life-cycle issues, including probationary period management, performance management, and absence management.

Quality:

• Maintain division’s average score of 90% or higher in internal audit.
• Review and maintain quality processes on a monthly basis.
• Provide quality training to all employees as required.
• Drive performance improvements as needed.

Training and Education:

• Oversee effective induction and on-the-job training for new hires in claims teams.
• Promote GB Learning & Development Prospectus, including professional qualifications.
• Encourage participation in internal and external courses.
• Record all training and CPD hours.

About you:

• Excellent management and leadership skills.
• Ability to implement and manage change.
• High level of technical claims knowledge and skills.
• Detailed knowledge of GB procedures and in-house systems.
• Strong prioritization and organizational skills.
• Ability to work under pressure and without supervision.
• Strong communication skills, both verbal and written.
• Excellent time management to meet deadlines.
• Innovative mindset to drive operational improvements.
• Proficient in written English.
• Proactive in seeking learning and development opportunities.

If you are a highly motivated and experienced professional with a passion for claims operations, we invite you to apply for the position of Head of Claims at Gallagher Bassett. Join our team and contribute to our commitment to delivering exceptional client service and maintaining the highest standards of customer satisfaction. Apply now and take the next step in your career with us.
Compensation and benefits:
On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits.

Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve:

• Minimum of 25 days holiday, plus bank holidays, and the option to ‘buy’ extra days
• Defined contribution pension scheme, which Gallagher will also contribute to
• Life insurance, which will pay 4x your basic annual salary, which you can top-up to 10x
• Income protection, we’ll cover up to 50% of your annual income, with options to top up
• Health cash plan or Private medical insurance

Please refer the Job description for details