Head of Intake - 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 organized and detail-oriented individual to join our team as the Head of Intake. In this role, you will be responsible for coordinating and overseeing all intake operations, including telephony and administration. You will work closely with various teams to ensure that client/customer satisfaction is upheld to the highest standards and that the divisions intake operations run smoothly on a daily basis.

How you’ll make an impact:

• Operational: Ensure daily workflow management is completed, evenly distributing work across teams and implementing work reallocation strategies when necessary. Monitor intake teams’ performance against service level agreements and operational objectives. Take ownership of operational remedial action plans and handle complaints and escalations.
• Client: Attend client meetings, engage with clients 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 and review management information monthly. Ensure staff observe regulatory policies and legal obligations.
• Human Resources: Manage branch recruitment, develop succession plans, and assist with the development and coaching of claims teams. Conduct performance and development reviews and manage employee life-cycle issues.
• Quality: Maintain quality processes and ensure intake teams score 90% or higher in internal audits. Provide quality training and deliver performance improvements as required.
• Training and Education: Oversee effective induction and on-the-job training for new hires. Promote professional qualifications and encourage participation in internal and external courses. Record all training and CPD hours.

About you:

• Excellent management and leadership skills
• Ability to deal with and implement change
• High level of technical claims and intake knowledge/skills
• Detailed knowledge of GB procedures and other in-house systems
• Ability to prioritize and organize workloads to meet deadlines
• Ability to work under pressure and without supervision
• Strong communication and relationship-building skills
• Excellent time management and ability to work to short/changing/challenging deadlines
• Innovative mindset to drive operational improvements
• Strong written English skills
• Proactive in seeking learning and development opportunities

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