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Scheme Manager – Claims Handling Department
Role Overview
The Claims Handling Department supports leading insurers, acting under delegated authority for pre-litigated claims—from first notification of loss to resolution. The team provides critical referral instructions to external panel solicitors, forming a key part of RPC’s insurance strategy and client service.
Based in RPC’s Bristol office (Bridgewater House), this position will require occasional travel to the London office to support operations.
The Team
You will join a forward-thinking team specialising in professional liability claims, working under delegated authority for insurers while delivering exceptional client-facing support. Key responsibilities include collaboration with the Head of Claims, servicing insurer clients, and ensuring excellence in claims handling services.
The Role
As Scheme Manager, you will:
- Lead a dynamic team of Claims Handlers, Senior Claims Handlers, and Technical Claims Handlers, ensuring effective resource allocation and capacity management in line with business demands.
- Assume line management responsibilities, leading employee performance, growth, and resource deployment.
- Collaborate with other Scheme Managers to shape team culture, foster long-term relationships with clients, and enhance service quality and internal operations.
Key Responsibilities:
- Client Management:
- Serve as the primary point of contact for client queries, ensuring transparent communication and feedback exchange.
- Build and sustain collaborative partnerships with assigned insurer clients, contributing to a customer-centric culture.
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Team Leadership:
- Supervise, mentor, and coach direct reports to maintain high performance standards.
- Align team activities with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to meet insurer requirements.
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Process & Compliance:
- Ensure accurate Management Information (MI) is logged in the case management system.
- Oversee weekly/monthly reporting aligned with insurer delivery deadlines.
- Chair key stakeholder meetings, maintaining engagement with internal admin, lawyers, and insurers.
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Operational Integrity:
- Train and support team members on technical practices, accredited decisions, and company policies.
- Conduct regular audits to track team adherence to internal standards and frameworks.
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Risk & Trend Awareness:
- Monitor market trends and proactively escalate risks to the Head of Claims or insurers where necessary.
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Cross-Function Collaboration:
- Strengthen client and supplier relationships to exceed service delivery expectations.
- Champion a culture of excellence, inclusion, and continuous improvement within the department and broader firm.
Knowledge, Skills and Experience
Technical Expertise & Operational Competence
- Specialist knowledge in claims handling, particularly professional indemnity claims.
- Extensive understanding of relevant laws, policies, procedures, and insurance industry practices.
- Proven ability to offer technical subject-matter expertise, contributing to strategic improvements and compliance.
Leadership & Management
- 3+ years of partaking in line management, bringing team morale, performance, and capacity management.
- Experience mentoring, coaching, and developing employees to meet])
- Strong organisational skills with capability to align workflows, manage workload priorities, and drive results while balancing team adaptation.
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Client & Stakeholder Engagement
- Exceptional client relationship management experience.
- Commercial acumen—able to balance client needs with operational complexities, demonstrating timely responsiveness and insurer confidence-building.
Process Improvement
- A culture of continuous innovation, identifying process inefficiencies and championing best-practice solutions.
Culture & Values
- Core commitment to Diversity, Equity, Inclusion, and Belonging (DEIB) across all initiatives.
- Illustrative of RPC’s problem-solving, collaborative, and inclusive firm culture evidenced through consistent delivery of outcomes and people-focus.
Diversity, Equity, Inclusion & Belonging
At RPC, we thrive on diverse perspectives to solve complex challenges creatively. We are fully committed to fostering equal opportunity for all, recognising and removing systemic barriers—because, at the end of the day, our people define not only the firm’s values but also the impact we have.
To support our employees, we offer flexible working arrangements and accommodations that honour individual commitments while contributing effectively to your role. If this aligns with your needs, please consult with our Recruitment Team for further details on hybrid or flexible working policies.
#RPCHP #Opportunity #Claims #LeadingTeam
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