An exciting opportunity to join the General Insurance (GI) leadership team in Birmingham and be instrumental in developing the service experience and customer culture for Claims.

• The role holder takes the lead on all aspects of developing the service experience and customer culture for General Insurance (GI) Claims, with leadership of the  supporting areas of Learning and Development, Service Experience (Quality Monitoring), Complaints Management and Operational Risk Control, Planning and Change Implementation.
• The successful candidate will champion the continual improvement of service and customer oriented culture across Customer Service, Claims and Sales and Retention so that we have consistent working practice and are aligned to the GI culture.  
• The role holder will work to regulatory and internal customer experience standards and ensure adherence throughout Claims, in partnership with other operational leaders. 
• They will also be a key member of the Claims leadership team, contributing to wider GI projects and acting as the voice of the customer in all of our activities.

Knowledge

• An understanding of the GI market and specifically the household market.  Knowledge of claims functions and high level processes.
• A broad knowledge of departmental systems and potential future developments, which would impact the business.
• A thorough understanding of L&G HR practices.  A high level understanding of structures and networks.
• The ability to manage a departmental budget and understand its impact on the company.
• To understand the responsibilities and interaction of each of the business areas.  To understand company wide and local initiatives and operational plans, to ensure that the wider perspective can be brought to the decision making process.
• High-level knowledge and understanding of the Financial Services Industry and the role of the FSA.
• Knowledge of change leadership and effective implementation best practice.

Experience

• Experience of managing large customer facing teams as well as relationship management, both internal and external. 
• Managing operational areas to achieve service standards and delivery targets.
• Experience of managing business risk and commercial goals.
• Driving change delivery and adoption and innovating in process and system development. 
• Customer experience improvement and planning towards achievement of customer satisfaction targets. 
• Resource forecasting and planning.
• Budget management.
• An understanding of the cost levers within a GI business ie,expenses, claims spend and the impact of both on the profitability of the business.

Leadership

• Strong leadership capability, decision making and overall strategic focus.
• Proven leadership in general management / operational experience in similarly scaled environment.
• Customer experience improvement and planning towards achievement of customer satisfaction targets. 
• Large team motivation, people development and driving engagement.
• Working knowledge of resource planning, particularly contingency planning.
• Managing internal and external stakeholders.

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 30 days' holiday, private medical insurance, performance related bonuses, discounts at both a huge range of high street stores and our own great products, as well as a 12% car allowance scheme, your hard work will be rewarded when you join us.