Recovery Operations Manager

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 seeking a dedicated and experienced Recovery Operations Manager to oversee the financial, client, and quality aspects of our Recovery product area. This role involves providing support to the Operations Director and Divisional Director, and working closely with Claims Managers to ensure the consistent delivery of premium services through optimal use of processes, systems, and resources.
How you’ll make an impact:

Personal Responsibilities:

• Act with honesty and integrity at all times, leading by example and promoting a positive and proactive attitude.
• Demonstrate an “ownership mentality” of the product areas, seeking support from Directors when necessary.
• Collaborate professionally with the SSL and GB Management teams to deliver premium client service and achieve organizational goals.

Client Responsibilities:

• Partner with the Client Relationship Manager and Directors to ensure the highest level of service delivery and client relationships.
• Support and assist in new client business development as required.
• Ensure SSL compliance with agreed Client SLA’s/Procedure Notes.
• Document product area procedures in collaboration with SSL and GB Management teams.
• Prepare for and attend client service reviews in partnership with the Client Relationship Manager.

Internal Measures and Financial Responsibilities:

• Ensure the product areas meet all SSL and Client Key Performance Indicators.
• Assist Directors in meeting financial targets and budgets for the product areas.
• Ensure compliance with all SSL Policies and Procedures within the product areas.

People Responsibilities:

• Oversee recruitment within the product areas.
• Assist Claims Managers with formal probationary reviews, appraisals, and performance management of Claims Handlers.
• Conduct formal probationary reviews, appraisals, and performance management of Claims Managers with the Operations Director.
• Identify and address developing issues in a fair, timely, and professional manner, seeking HR support when necessary.
• Provide structure and guidance when delegating responsibilities to Claims Managers and other staff, including setting specific requirements, timescales, escalation procedures, and defined commencement and conclusion.

Case Responsibilities:

• Manage the placement and distribution of work within the product areas claims teams by effectively utilizing Claims Managers.

About you:

• Proven experience in a similar role within the insurance or risk management industry.
• Strong leadership and team management skills.
• Excellent client relationship management abilities.
• Solid understanding of financial targets and budget management.
• Ability to act with integrity and promote a positive work environment.

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

Personal Responsibilities:

• Act with honesty and integrity at all times, leading by example and promoting a positive and proactive attitude.
• Demonstrate an “ownership mentality” of the product areas, seeking support from Directors when necessary.
• Collaborate professionally with the SSL and GB Management teams to deliver premium client service and achieve organizational goals

Client Responsibilities:

• Partner with the Client Relationship Manager and Directors to ensure the highest level of service delivery and client relationships.
• Support and assist in new client business development as required.
• Ensure SSL compliance with agreed Client SLA’s/Procedure Notes.
• Document product area procedures in collaboration with SSL and GB Management teams.
• Prepare for and attend client service reviews in partnership with the Client Relationship Manager

Internal Measures and Financial Responsibilities:

• Ensure the product areas meet all SSL and Client Key Performance Indicators.
• Assist Directors in meeting financial targets and budgets for the product areas.
• Ensure compliance with all SSL Policies and Procedures within the product areas

People Responsibilities:

• Oversee recruitment within the product areas.
• Assist Claims Managers with formal probationary reviews, appraisals, and performance management of Claims Handlers.
• Conduct formal probationary reviews, appraisals, and performance management of Claims Managers with the Operations Director.
• Identify and address developing issues in a fair, timely, and professional manner, seeking HR support when necessary.
• Provide structure and guidance when delegating responsibilities to Claims Managers and other staff, including setting specific requirements, timescales, escalation procedures, and defined commencement and conclusion

Case Responsibilities:

• Manage the placement and distribution of work within the product areas claims teams by effectively utilizing Claims Managers