About MIB

At MIB our people are passionate about making roads safer by getting uninsured and hit-and-run drivers off our roads. Working in partnership with the Police, Insurers and Government our collective aim is to make it a thing of the past but, until that’s accomplished, we’re here to compensate victims quickly, fairly and compassionately.

Last year we helped more than 34,000 people struck by uninsured and hit-and-run drivers and paid over £400 million in compensation to support victims rebuild their lives.

About the role

Manage performance and lead the Mainstream Claims department taking overall responsibility for key deliverables (OKRs and EKPIs) on an annual basis.

• Lead and deliver an excellent claims customer experience in an omni-channel environment.
• Work closely with ExCo, as well as other senior business leaders, to support the delivery of MIB Strategy including operational automation, modern agile ways of working, processes and technology.

Key responsibilities

• Chief Claims Officer Delegations – Accountabilities 1 (Claims Strategy) 2 (Claims Operations) 3 (Control of indemnity spend including Recoveries) and 9 (External Stakeholder Management) form core of duties and capability.
• Leading an operational claims team of 130+ people, supporting effective performance and measurable outcomes.
• Represent Claims / Claimants on the Enterprise Leadership Group working cross business ensuring the broader MIB purpose is fulfilled.
• Work in partnership with the Chief Claims Officer and ExCo, delivering the Claims Strategy to transform claims operations at MIB and future proof the organisation ensuring Rebuilding Lives has customer satisfaction at its core.
• Manage risks & issues that pose a threat to the successful outcome of successful claims delivery including accountable ownership of key claims Risks and Controls.
• Make sure all audit actions relating to the Claims function are dealt with in a timely and effective manner.
• Include digital transformation and automation of platforms at customer touchpoints, improving processes and enabling people efficiencies.
• Understand future ways of working and use relevant digital technologies, including AI where appropriate, to support the future state of the business.
• Create and analyse management information, statistics and other data to manage indemnity spend, understand required customer service levels, address issues and support better decision making.
• Identify appropriate and relevant OKRs and EKPIs (as well as local level KPIs) to help MIB deliver as a business - course correcting as required.
• Accountable for achieving Claims Net Promoter Score targets and QA targets/claims outcomes.
• Continuously improve procedures, policies and standards for operations using best practice adhering to regulation and legislation.
• Deliver economies of scale while maintaining service excellence.
• Develop a clear approach to customer service that is aligned with MIB Purpose, brand values and principles.
• Manage internal, external and outsourcing stakeholders including suppliers, vendors, digital partners, value chain partners etc.
• Provide inclusive and motivating leadership to operational teams and the wider business, supporting future talent across the organisation. Act as a role model by coaching, mentoring and developing teams to support continuous improvement, while embedding a culture of confidence, credibility and customer focus.