Description

Canada Life UK looks after the retirement, investment and protection needs of individuals, families and companies. We help to build better futures for our customers, our intermediaries and our employees by operating as a modern, agile and welcoming organisation.

Part of our parent company Great-West Lifeco, Canada Life UK has operated in the United Kingdom since 1903. We have hundreds of respected and supported employees committed to doing the right thing for our customers and colleagues.

Canada Life UK is transforming to create a more customer-focused business by providing our customers with expertise on financial and tax planning, offering home finance and annuities propositions, and providing collective fund solutions to third party customers.

Job Summary

The Head of Claims Management is responsible for leading and managing a customer-facing team of technical staff specializing in health assessments.

The role involves overseeing the delivery of consistent, accurate, and high-quality health claim assessments to ensure only valid decisions are made in accordance with company policies, liabilities, philosophy, and processes for all Protection products.

Additionally, the role includes technical oversight of the Life claims management processed in the Protection Customer Services Team.

The purpose is to deliver fair customer outcomes and drive high levels of customer satisfaction through high-quality service, fair and succinct claim outcomes, and support.

Key responsibilities include:

• Creating and leading highly capable teams to manage health claims.
• Ensuring the team focuses on quality, process adherence, and continuous process improvement to deliver a highly efficient customer-centric proposition.
• Being a member of the Protection Senior Leadership Team, contributing to building and delivering strategic and core financial goals, and driving a positive working culture.

What You'll Do

• Oversee the management of the Health Claims, in a fair manner and in keeping with the Canada Life Philosophy so that only valid claims are paid in line with the financial liabilities held under the relevant policies.
• Ensuring that Policy Terms and Conditions deliver fair claim and underwriting outcomes.
• That vulnerability is considered when applying Policy Terms and Conditions
• That high levels of control and governance are evident where decisions outside of Policy Terms and Conditions demonstrate fair outcomes.
• Ensuring the culture and conduct of the department always reflects a focus on claimants with customer vulnerability at the centre.
• Implement a health claim strategy appropriate for the Canada Life risk appetite, that delivers outstanding customer experiences and manages the associated costs in the most effective way.
• Deliver excellent levels of customer experience ensuring defined quality and cycle time SLAs aresatisfied.
• Build and maintain reinsurer and other third relationships.
• Create a high performing team through fair, open communication that helps recognise our most talented people as well as providing clear performance management where improvement is required.
• Ensure team activity corresponds with Risk, Compliance and Legal guidelines
• That complaints, breaches and legal disputes are handled professionally in line with regulatory requirements.
• That approaches to handling Personal Sensitive information are appropriate

Who You Are

Knowledge

• Knowledge of Canada Life propositions and support services
• FOS, ICO and legal dispute management
• Knowledge of Data Protection and handling personal sensitive information

• Leadership skills to motivate, communicate, improve process and performance manage a team
• Ability to research, investigate and analyse matters driving results
• Ability to develop compelling management information to help inform decisions.
• Ensure fair and correct outcomes.

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• Management experience in Health Assessment environment
• Managing service
• Managing teams within highly regulated risk environment.
• Disability management
• Health claims policies to ensure practices ensure only the insured liabilities are paid
• Risk and Control management

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