Senior Manager – Head of Claims & Customer Service, Europe (Customer Operations)

Reporting to the Director of Customer Operations, this role is to manage and be responsible for Claims and Customer Service delivery for our pan-European operation. Specifically, the role holder will be directly responsible for claims and customer service operations, which are outsourced to our vendor partner, ensuring that SquareTrade meets all applicable regulatory requirements for these functions in each of the jurisdictions in which SquareTrade operates.

• Claims & Customer Service : responsible for leading a multi-lingual outsourced team responsible for claim handling and servicing for our pan-European operation
• Claims Validation Strategy : responsible the claim validation strategy across all products, categories, and channels; implementation of the strategy based on commercial risks and opportunities
• Claims processes and procedures : development of efficient claims processing procedures to ensure timely and accurate handling of claims, making sure operational, financial and service requirements are met. This includes processes and procedures for Claims Validation and Troubleshooting teams, proving them with tools and knowledge to effectively handle claims in line with policy T&Cs
• Claims Management : Responsible for overseeing and managing the claims handling process, ensuring efficient and accurate claims processing while maintaining a high level of customer satisfaction. You will play a critical role in claim validation, fraud prevention and detection within the claims process
• Vendor Management : leading, building, and managing the pan-European Customer Services team with rigorous control frameworks for the fair, consistent and visible handling of claims and customer service queries, making sure the vendor is delivering on SLAs and KPIs
• Maintaining up-to-date- knowledge of legislation, regulations and industry trends including Treating Customers Fairly, Consumer Duty, and emerging fraud schemes and technological advancements related to claims handling and fraud detection
• Fraud prevention & detection : Implement fraud prevention and detection strategies to minimise financial losses due to fraudulent claims
• Legal, Compliance & Regulation : Ensure compliance with regulatory requirements, applicable laws in the market we operate, and internal policies related to claims handling and fraud prevention.
• Data & Performance Analysis : Review and analyse performance data (claims, customer service, vendor SLAs, etc) to identify trends and patterns. Provide regular reports and updates to senior management on claims and customer service department performance, including fraud prevention initiatives and outcomes
• Relationship Management : build strong relationships with external partners, clients, insurers and regulators, giving them confidence that our claims management practices are in line with all compliance and regulatory requirements

• Degree level educated, preferably in a relevant field (e.g. law, business, finance, risk management)

• Strategic planning, problem solving and execution
• Commercial acumen
• Strong customer focus and drive to get things right for our customers
• Strong written and verbal communication skills 
• Continuous improvement mindset and change management experience
• Understands and knows how to implement complex operational processes including tracking to completion
• Strong collaborative and interpersonal skills; a team player
• Ability to build effective working relationships and deal with stakeholders at all levels
• Proactive and uses own initiative
• Excellent analytical and problem-solving skills.
• Detail-oriented and highly organised, with the ability to prioritise and manage multiple tasks simultaneously
• Extensive experience in Claims Management in the Insurance industry
• Strong knowledge of insurance claims processes, regulations, and best practice
• Experience in fraud prevention and detection