Head of TPA

Salary: Discussions on overall package will be available at shortlist stage

The last few years have seen Woodgate & Clark leading positive change within the Loss Adjusting arena. Our integration, acquisitions, and continued growth have created a unique and invaluable opportunity to join us as our new Head of TPA Operations.

Head of TPA Responsibilities

As our new Head of TPA Operations, you will be responsible for the analysis, development and improvement planning, and subsequent execution of appropriate operational change within the TPA team. This includes understanding and monitoring client SLAs, considering appropriate process improvements, leading the team by example, and ensuring strong team performance against client KPIs.

Additional responsibilities of the Head of TPA Operations include (though are not limited to):

Operational

1. Analysing the current status and performance of operational departments, including streamlining and automation of processes, MI analysis, training requirements, fund management, resource management, and recommending and communicating areas for improvement.
2. Overseeing desktop operations allocations and end to end claims process, ensuring performance meets and exceeds client SLA expectations.
3. Reviewing and monitoring client and Company reports.
4. Making sound decisions on complex, operational short-term/immediate issues within direct areas of responsibility.
5. Providing a quarterly management summary, detailing areas for development, including compliance, resource allocation, quantum and future actions.

Client Development and Continuous Improvement

1. Exploring and defining opportunities to improve the Company's customer experience, improving productivity, and contributing to creating a high-performance culture.
2. Working collaboratively with other teams and our directors on the onboarding and renewal of key accounts, ensuring operational support is provided.
3. Building sustainable networks with Clients, Brokers, and other external third parties.

Compliance

1. Managing all complaints and update internal reporting, ensuring compliance with Client requirements.
2. Review technical reports and updates, providing instructions, within approved authority level, referring any claims outside of authority limit as appropriate.
3. Oversee fund management, ensuring accurate payment and fees are applied, funds are available, and processed in a timely manner.
4. Ensuring compliance and the appropriate controls/internal governance for changes, including changes to policies, procedures, and workflows.
5. Conducting file audits and taking appropriate remedial action when necessary.
6. Identify training requirements within your teams, delivering formal training programmes to support colleague development and performance.
7. Managing people resource in line with Company and client requirement, including implementing surge resource plans.
8. Encouraging, supporting and advocating career development within your teams and the wider business.
9. Supporting and advocating academic and industry related qualifications.
10. Encouraging knowledge sharing within your teams, working with other key stakeholders and departments to develop forums, workshops and other appropriate platforms.

Candidate Profile

To be successful in this role, our ideal candidate will be receptive to positive change, embedding a motivated and trusted approach through first class, proactive, organisational skills and the ability to provide clear explanations to complex matters.

Reporting to our Operations Director, we are looking for a natural leader with a solid track record in TPA Leadership: someone who has a focus on continuous improvement, who builds and gains effective and long-term trust, and who delivers on expectations both internally and externally.

As a known name within the claims management arena, you will have gravitas within your network, and relevant TPA experience to develop, market, and embed new products and services in a competitive market.

A confident communicator, you will have a logical and systematic approach, experience of surge-related events and requirements, together with the ability to overcome obstacles in the claims process and challenge our current ways of working in the name of continuous improvement.

Some travel and occasional overnight stays will be required, throughout the UK, therefore a full UK driving licence is essential.

In return, we offer a highly competitive package. Details will be available upon request to shortlisted candidates. Interviews will be a two-stage process.

Formal application deadline for this role is Friday 14th February 2025.

Sorry no agencies, please.

Woodgate & Clark operates as an equal opportunities employer and we welcome all applications regardless of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, age, politic opinions or trade union membership.

Woodgate & Clark uses a third party to undertake a number of pre-employment checks. Any offer of employment made by Woodgate & Clark would be conditional upon receiving satisfactory references, identity checks, and basic DBS.

Job Category: Claims Management

Location: Flexible for the right candidate