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About the Role

This role combines operational leadership and technical claims audit experience. You will lead, motivate, and develop a team of Home Claims Auditors, ensuring the delivery of a robust and effective Audit function against business objectives. The role also includes completing operational and external audits to assure performance levels across Home Claims.

Responsibilities

• Lead, motivate, and develop a team of Home Claims Auditors.
• Ensure the delivery of a robust and effective Audit function against business objectives.
• Complete operational and external audits to assure performance levels across Home Claims.
• Lead a group of colleagues to ensure successful outcomes and delivery against schedules/SLAs.
• Complete all 121s, team meetings, and PDRs.
• Develop a comprehensive understanding of internal and supplier claims processes, commercial initiatives, and best practices.
• Understand the impact of inefficient processes or poor outcomes on the customer journey, leakage, financials, and fraud.
• Design and develop relevant and effective audit approaches.
• Create flexible capturing mechanisms to accommodate changing business needs for performance monitoring.
• Manage relationships with senior stakeholders within each supplier.
• Ensure effective scoping, attendance, agendas, and feedback delivery for supplier interactions.
• Complete and manage both on-site and remote risk-based audits across suppliers.
• Work with commercial teams, operational management, and wider Claims leadership to identify remedial actions.
• Track and monitor the delivery of remedial actions.
• Take appropriate steps to deliver financial benefits in line with objectives.
• Manage root cause analysis for systems, controls, and complaints (including FOS).
• Recommend improvements to reduce justified complaints, increase renewal retention, and comply with FCA regulations.

Requirements

• Demonstrable experience in leading a group of colleagues to ensure successful outcomes.
• Demonstrable experience in ensuring delivery is maintained against schedules/SLAs.
• Demonstrable experience in completing all 121s, team meetings, and PDRs.
• Demonstrable experience in developing a complete understanding of all internal and supplier claims processes, new commercial initiatives, and best practices.
• Demonstrable experience in understanding the impact of inefficient processes or poor outcomes on the customer journey, leakage, other financials, and fraud.
• Demonstrable experience in designing and developing relevant, effective audit approaches.
• Demonstrable experience in creating capturing mechanisms which are flexible in nature to accommodate our changing business needs and allowing us to capture, monitor and measure performance.
• Demonstrable experience in managing relationships with senior stakeholders within each Supplier.
• Demonstrable experience in ensuring scoping, attendance, agendas and feedback is delivered effectively.
• Demonstrable experience in completing and managing both on-site and remote risk-based audits across the suppliers.
• Demonstrable experience in working with commercial teams, operational management and wider Claims leadership to effectively identify remedial actions.
• Demonstrable experience in tracking and monitoring delivery of remedial actions.
• Demonstrable experience in taking appropriate steps to deliver the financial benefits in line with objectives.
• Demonstrable experience in managing root cause analysis for all, including systems and controls and complaints (including FOS).
• Demonstrable experience in recommending improvements that support the goal of reducing justified complaints, increasing renewal retention and complying with FCA regulations.
• Strong audit experience, ideally within the external supplier space, in a regulated environment such as insurance or financial services.
• Proven leadership experience with strong coaching skills and team development.
• Strong analytical skills and problem-solving skills.
• Ability to interpret MI to identify areas of risk and opportunity.
• Ability to showcase how to ‘fix’ issues with a proactive approach.
• Knowledge of home/household claims in an insurance setting is advantageous.
• Regrettably we are unable to offer sponsorship for this role.

Skills

• Leadership
• Team Motivation
• Team Development
• Audit
• Claims Processing
• Process Improvement
• Stakeholder Management
• Risk Management
• Root Cause Analysis
• Analytical Skills
• Problem-Solving
• MI Interpretation
• Coaching

Location

• Leicester
• London
• Bexhill

Work Type

• Hybrid
• Flexible working

Experience Level

• Lead
• Senior

Salary/Compensations

• Competitive salary
• £5k car allowance

Benefits

• Flexible working
• Competitive bonus scheme
• Private medical insurance
• Life assurance cover (4x salary)
• Income protection
• Matched pension contributions up to 10%
• Discounts
• Cashback
• Free independent mortgage advice
• Free access to financial wellbeing support
• Thrive mental health app
• Colleague assistance programme (24/7)
• In-house mental health first aiders
• Support groups
• 27 days annual leave + bank holidays
• Option to buy or sell one week of annual leave
• Health care cash back plans
• Dental plans
• Discounted health assessments
• Cycle to work scheme
• Tech scheme
• Discounted and free onsite facilities
• Social events

About the Company

• Hastings Direct is a digital insurance provider with ambitious plans to become the Best and Biggest in the UK market.
• We have made huge investments in our data and tech capabilities.
• We nurture our 4Cs culture (Colleagues, Customers, Company, Community).
• We provide insurance for over four million customers.
• We are committed to creating an inclusive environment where everyone has the opportunity to succeed.

Equal Opportunity

• Hastings Group is an equal opportunities employer, treating people fairly.
• We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.
• As a Disability Confident employer, we’re committed to ensuring our recruitment processes are fully inclusive.
• We offer fair access to support and adjustments throughout the recruitment journey for applicants with disabilities.
• We welcome applications through the Disability Confident Scheme (DCS).
• If you require any reasonable adjustments during the recruitment process, we encourage you to be open with us.
• Our recruitment team is here to provide the support you need to ensure a fair and accessible experience for all.