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Head of Performance

Salford Quays / Salary: Competitive salary / Department: Executive / Hours: Monday to Friday 9am – 5pm, 35 hours

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We’re on the hunt for a leader to drive the best in class insight and operational performance delivery across indemnity, customer, income and expense metrics, both within First Central Insurance Management (FCIM) and through supplier partners.

We’re looking for someone who has extensive experience of working in partnership and challenging frontline operations, executives, suppliers and actuarial teams to proactively manage and improve performance.

This is a fantastic opportunity to drive performance and make a difference by developing and supporting the delivery of strategic initiatives within the business whilst working alongside the Chief Claims Officer (CCO) to identify and deliver material benefits on an annual basis.

Job responsibilities:
  • Establish the Performance team to support the delivery of the business objectives
  • Establish new claims insight area within the Performance team, with responsibility for monitoring and managing indemnity spend, and investigating incurred movements to understand and mitigate risks and realise opportunities, in partnership with the wider group
  • Sponsor the development of the ‘know your opponent’ and ‘know your supplier’ strategies for claims
  • Lead external benchmarking and provide insight on current performance across the scorecard, and areas for improvement to First Central Group (FCG) boards
  • Identify, investigate and evaluate external market initiatives and their impact and application to FCG
  • Support the evaluation and track the benefits delivery of business initiatives, including the ongoing development of Focus  
  • Work in partnership with Finance to devise the optimum approach to oversight and control of supplier partners, through a revised supplier management framework
  • Develop clear frontline performance metrics aligned to business targets and objectives (e.g. target customer experience, operational expenses and loss ratio targets). Ensure operational leaders are accountable for delivering step changes in performance across the scorecard
  • Provide frontline leaders with the insight and data to effectively manage performance at seat level upwards
  • Create transparent and insightful reporting and commentary for executive committees and FCG boards
  • Unwavering focus on cost and efficiency
  • Ensure positive communication with all direct reports, team members, colleagues and stakeholders
  • Ensure compliance with company and other relevant standards and regulations at all times (including Treating Customers Fairly)
  • Ensure that all department philosophies are adhered to at all times
Job-specific competencies:
  • Lean CI qualification and/or experience preferred
  • Performance and insight specialist with a proven track record of delivering material income, indemnity, customer and operating cost improvements within a UK insurance environment
  • Experience of working with Executives and Boards to drive strategic insight and identify and deliver tangible benefits on an ongoing basis
  • Experience of leading high performing insight and analytical teams
  • Extensive experience of data mining, analysing and interpreting a variety of sources of information, and reporting conclusions and recommendations to board level
  • Proven understanding of profit and loss analysis and actuarial methodologies
  • Ability to challenge accepted performance norms, and build high performing teams through internal talent
  • Experience of planning and scheduling complex activities across multiple teams in a controlled and coordinated manner
  • Substantial understanding of the GI market and its standards and benchmarks
  • Excellent communication skills, both verbal and written
  • High quality presentation skills
  • People management and leadership skills and ability to motivate employees in a high-pressure delivery focused environment
  • Influencing and negotiation skills
  • Good time management and organisation skills
  • Problem solving skills with the ability to adopt a logical approach
  • Strong analytical and numerical skills
  • Strong internal and external stakeholder management
  • Leading by example
  • Going the extra mile and always striving for the best outcome for the team and business
  • Business acumen
  • Self-motivated, enthusiastic and with a “can do” attitude
  • Pragmatic
  • Embrace, embed and incorporate the company values
  • Target driven and results focused
  • An organised and proactive approach
  • Take initiative to make decisions
  • Emphasis on attention to detail and accuracy
  • A flexible approach and positive attitude
  • Team player
  • Strives to deliver performance targets and drive business improvements to contribute to the success of the team and business
If this sounds like your ideal role, please contact us today for a confidential chat.
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