Delegated Partners Oversight Lead

Job title

Delegated Partners Claims Oversight Lead

Location

Manchester

Division

Operations

Reporting to

Claims Operations Lead

Job Purpose 

This role will lead the Governance Framework for Insurer Partner, Delegated Authority (DA) arrangements and Loss Adjustment advisor contracts, comprising end to end oversight of these service arrangements, building collaborative relationships, managing contracts and overseeing service levels, with particular focus on Consumer Duty. The role will also deliver audits of partners and oversee the completion of actions to deliver continuous improvement in processes and customer experience.  The role will deliver management information analysis, insight generation and stakeholder engagement. 

Key Responsibilities:

• Manage partner relationships and contracts, ensuring contractual terms clearly reflect required performance metrics and reporting obligations, including complaints oversight, vulnerability support, fair value and Consumer Duty outcome monitoring. Maintain a controlled contract framework, ensuring version control and audit trail integrity.

• Monitor Partner performance, assessing adherence to agreed service levels including compliance with consumer duty requirements, overseeing service performance issues and monitoring customer experience feedback.

• Perform quantitative and qualitative analysis of Partner Management Information, including claims lifecycle, leakage, expense trends, Consumer Duty Oversight, vulnerable customer outcomes and service delivery level adherence. Produce dashboards and narratives that translate data to recommended actions for senior leadership and Partners and monitor delivery of actions to remediate identified issues.

• Plan, execute and document audits of Insurer Partners and Delegated Authority Partners, drafting audit scopes, executing audits, producing clear findings and root cause analysis, identifying corrective actions and tracking completion of actions by Partners.

• Prepare information on Claims function service levels to be presented to insurer partners and MGAs at Quarterly Business Reviews.

• Partner with the Risk and Compliance functions to maintain risk registers and control libraries.

Skills & Experience

Essential

• Strong understanding of delegated authority frameworks, contracts, and service delivery management
• Skilled in planning and executing audits
• Proven knowledge of Consumer Duty requirements, including Vulnerable Customer requirements
• Excellent presentation skills and ability to produce “user friendly” Management reports
• Knowledge of general insurer markets and programmes
• PowerPoint, Adonis, CRM   

Desirable

• Claims knowledge
• Risk and Compliance experience

Key Competencies

• Interacting with people:  Establishing relationships and maintaining contacts across the business
• Initiative: Innovative approach to problem solving, anticipating opportunities and the ability to question/challenge existing methods and approaches
• Attention to detail: Applying high quality standards to all tasks undertaken
• The ability to communicate effectively at all levels, both verbally and written
• Ability and willingness to work flexibly and across locations, where deadlines require

Qualifications and Educational Requirements:

• Partial or completed CII Qualifications preferred
• Educated to degree level or equivalent preferred but not essential

Personal Attributes

• High standard of organisational skills with the ability to plan and prioritise
• Highly self-motivated with the ability to work on own initiative
• Ownership and accountability for performance
• Customer champion and delivery focused