Claims Experience, Senior Manager

SquareTrade is the fastest growing partner in the global device protection market and we work with many of the world’s largest operators, retailers and manufacturers. Our obsession with putting the customer first, from our transparent T&Cs to our better products, always available online claim filing and our flexible resolution options, are all underpinned by our exceptional team. This is the secret behind how we’ve continued to shake up the industry. We are the ones transforming a “bad” service category into something that empowers people to take care of the things that keep life running smoothly. Together, we’re united by the same end goal: to completely change what people expect from an insurance plan.

We now protect over 140 million devices globally and work across Europe, with partners including Apple, T-Mobile and Telenor. We have been first to market with a number of key innovations, including fully-digital claims, choice of resolution option, next day exchange and same-day services via local and on-site repair. Our European ambition continues to grow as we step into new sectors including B2B, CE insurance and trade in products.

Job Description

The Claims Experience Manager is responsible for ensuring that SquareTrade Europe’s claims management organization is performed effectively and efficiently, creating good customer outcomes and in compliance with the applicable regulations. The primary purpose of this role is to support the development and execution of SquareTrade’s business strategy through the creation and delivery of Claims solutions, capabilities, and services. This crucial role entails being responsible for our claims management performance, shaping the claims internalisation strategy, and leading the team through its seamless execution and beyond. By prioritising the optimisation of claims handling and recognizing its direct impact on profitability, the Claims Experience Manager will uphold customer satisfaction and guarantee effective operations. This role is crucial in maintaining the SquareTrade’s high performance and achieving long-term success in claims management.

Key Responsibilities

• Monitor and Improve Performance and Quality of the Claims Experience: Define and closely monitor Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and claims trends to ensure top-quality handling by both internal teams and external providers. Implement corrective actions when needed to maintain high standards.

• Improve Processes and Efficiency of the Claims Experience: Continuously enhance processes to ensure quality, efficiency, and cost control within the claims management function. Collaborate with other teams to define requirements and functionalities for our internal claims platform and foster innovation and new practices to improve overall effectiveness.

• Develop and Implement the Claims Experience Strategy: Devise and execute the Claims Experience strategy. Design handling processes to ensure handling effectiveness and excellent service levels and that the SLAs and KPIs reflect the true claims experience.

• Collaborate Across Departments: Work closely with cross-functional partners to ensure customer satisfaction and control over the profitability.

Qualifications

Attributes & profile:

• Extensive experience in a Claims operations leadership role, including experience in a constantly changing and fast paced environment.

• Strong knowledge of mobile phones and consumer electronics devices insurance market, policy wordings, claims handling processes, is a strong plus but is not required.

• Strong operational skills, including both business process and systems.

• Strong change management skill set.

• Highly collaborative and able to work effectively across the organisation as well as with external stakeholders.

Qualification and professional experience:

• A degree educated professional, preferably with Insurance or other qualifications relevant to the role.

• Experience in progressive and innovative Claims solutions.

• Extensive knowledge and experience in managing and building Claims competencies across multiple product lines.

Additional Information

This role is based in market but will require significant internal travel to partner locations along with monthly international travel to SquareTrade HQ in London.

On average, two to three days per week will be spent with the partner, across a mix of locations, including HQ and stores, both within and outside the assigned region, depending on business requirements.

The Team: http://www.squaretrade.com/leadership

SquareTrade is an Equal Opportunity Employer