Quality Assurance Manager

The London Market Claims team are driven, diverse and ready for anything. We work closely with our underwriters to ensure that there is a clear, open and transparent relationship with our customers and brokers from the very beginning.

The Role

This position will work cross-function and with the broader claims team to help define our claims proposition. This is a great opportunity to understand key business processes and wider insurance market practices linked to building a more robust, data driven and customer centric claims operating model.

Key Responsibilities

• Maintain and enhance quality assurance policies and procedures for the claims department.

• Conducting claims quality assurance audits, ensuring an optimum number of file reviews are undertaken each year.
• Producing regular reporting to claims management – identifying areas of improvement and facilitating remediation efforts where appropriate.
• Analyse data and reports to identify trends and recommend changes to reduce errors and improve claims processing efficiency.
• Recommending improvements for relevant policies, processes and procedures as part of a continuous improvement cycle, including identification of any team level training and development needs. 
• Provide training and support to claims staff on quality assurance practices.
• Maintain a sound understanding of relevant classes of business, products and services within London Market (LM).
• Maintain a sound understanding of relevant policies, processes and systems utilised by the LM Claims function.
• Liaise with other departments, and external auditors to coordinate and uphold quality standards.
• Maintain an understanding of the legal and regulatory environment within which LM operates.
• Promoting and delivering a continuous improvement culture within the Claims function to deliver a superior service to our policyholders, including strategic account reviews.

Our must haves

• ACII qualified or equivalent
• Knowledge or experience of working in the Lloyds London Market
• Strong understanding of claims processing and quality assurance principles
• Experience of working across multiple internal and external teams including third party suppliers
• The ability to build relationships and influence across all levels of the organisation
• Excellent people skills
• A confident communicator with demonstrable communication skills both oral and written
• Someone who can analyse complex issues but is also pragmatic, commercial and solution orientated
• An ability to use own initiative and confidence in making decisions
• Ability to question the norm and seek ‘a better way’
• Good mathematical skills and report writing capability

About Hiscox

As an international specialist insurer we are far removed from the world of mass market insurance products. Instead we are selective and focus on our key areas of expertise and strength - all of which is underpinned by a culture that encourages us to challenge convention and always look for a better way of doing things.

We insure the unique and the interesting. And we search for the same when it comes to talented people. Hiscox is full of smart, reliable human beings that look out for customers and each other. We believe in doing the right thing, making good and rebuilding when things go wrong. Everyone is encouraged to think creatively, challenge the status quo and look for solutions.

Scratch beneath the surface and you will find a business that is solid, but slightly contrary. We like to do things differently and constantly seek to evolve. We might have been around for a long time (our roots go back to 1901), but we are young in many ways, ambitious and going places.

Some people might say insurance is dull, but life at Hiscox is anything but. If that sounds good to you, get in touch.

You can follow Hiscox on LinkedIn, Glassdoor and Instagram (@HiscoxInsurance)

Hiscox Values

Our core values of Courage, Integrity, Ownership, being Human and staying Connected underpin a reputation we have earned for integrity and decent behaviour in everything we do, which we firmly believe is good for the morale of staff and for the results of the business. We believe strongly in our values and endeavour to live by them every day.

Diversity and flexible working at Hiscox

At Hiscox we care about our people. We hire the best people for the job and we’re committed to diversity and creating a truly inclusive culture, which we believe drives success. We also understand that working life doesn’t always have to be ‘nine to five’ and we support flexible working wherever we can.

In this role you can expect to be in the office approx. 2 days per week

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