Company Description
We help the world see new possibilities and inspire change for better tomorrows. Our analytic solutions bridge content, data, and analytics to help business, people, and society become stronger, more resilient, and sustainable.
Job Description
- Manage the Claims UK, Client Application Support Services (CASS) Team to deliver outstanding services while maintaining Verisk’s recognised responsiveness when faced with Client support requests.
- Provide the required input to ensure team resources are adequately managed to achieve customer SLAs. This includes management of the service desks, bureau and automation offerings, and any other projects required by the business to service Clients.
- Develop and maintain the trust and respect of the Claims UK team as someone who can be relied upon to deliver against tight timescales and manage the CASS Team, so they do likewise.
- Work towards a “one team” culture within the CASS team while identifying opportunities for integration and cross-skilling the team (where appropriate).
- Communicate with other teams to establish priorities and resolve resourcing conflicts so a first-class service is always maintained, and any delays or backlogs are addressed and eliminated.
- Meet with the business leaders to determine future support needs and build these into future resource planning requirements, highlighting any potential challenges to senior management, and working to resolve these challenges.
- Identify process, system or performance improvement opportunities using your understanding of internal processes, systems, the wider end-to-end process, and Lean Six-Sigma best practices.
- Utilise the Agile methodology to support continuous improvement within the team operation.
- Ensure the CASS team manage system incidents and communicate timely updates to the internal Verisk teams, ensuring Clients are kept up to date with progress.
- Design and produce regular MI reports to provide insights into support queries received by the CASS team and opportunities for system enhancements.
- Demonstrate good commercial awareness and ability to think strategically in relation to the Clients overall needs and how Verisk could possibly assist in addressing those needs.
- Ensure Client needs are met in a way that is in line with Verisk’s values and behaviours.
Qualifications
- Experienced business operations professional willing to get involved in many aspects of the business.
- Service desk management
- Experience in delivering client services across a range of different sized customers.
- Degree or significant relevant experience.
- Use and management of a CRM system.
- Experience of working in an Agile environment is desirable.
- Used to using MS Office and IT/ CRM tools daily.
- Some experience of use of or knowledge of decision support software would be an advantage.
- First-class communication skills, both verbal and written including the ability to influence clients and staff and negotiate at a high level.
- The ability to manage a team to deliver to agreed standards whilst ensuring that there is a consistency of service to all clients.
- The ability to lead from the front, through organisation; personnel effectiveness; use of initiative and willingness to muck in and perform all client service duties required.
- First class organisational skills of both self and others.
- Must be able to communicate and attain buy in at appropriate levels and develop contingency plans to deliver required results within agreed timescales when other priorities intervene.
- Strong analytical, accurate data entry and excellent problem-solving skills. Knowledge sharing, collaborative problem-solving style must be evident.
- Demonstrates strong desire to be a part of a ‘performance culture’ and has a tangible ‘can do’ attitude. Gives clients the confidence to KNOW that their needs will be met.
- Ability to build strong relationships with clients at all levels, colleagues, and insurance industry representatives.
- Insurance claims knowledge an advantage but not essential
Additional Information
In 2022, Verisk received Great Place to Work® Certification for our outstanding workplace culture for the sixth year in a row and second-time certification in the UK, Spain, and India. We’re also one of the 38 companies on the UK’s Best Workplaces™ list and one of 18 companies on Spain’s Best Workplaces™ list.
For over fifty years and through innovation, interpretation, and professional insight, Verisk has replaced uncertainty with precision to unlock opportunities that deliver significant and demonstrable impact. From our historic roots in risk assessment, we’ve grown to provide analytic insights that help transform industries focused on some of the world’s most critical areas. Today, the insurance industry relies on Verisk to be, and to make the world, more productive, resilient, and sustainable.
Verisk works in collaboration with our customers and at the intersection of people, data, and advanced technologies. Through proprietary platformed analytics, advanced modeling, and interpretation, we deliver immediate and sustained value to our customers and through them, to the individuals and societies they serve, with greater speed, precision, and scale. We’re 9,000 people strong, committed to translating big data into big ideas. We help others see new possibilities and empower certainty into big decisions that impact individuals and societies. And we relentlessly and ethically pursue innovation to help move our customers, and the world, toward better tomorrows.
Everyone at Verisk—from our chief executive officer to our newest employee—is guided by The Verisk Way, to Be Remarkable, Add Value, and Innovate.
• Be Remarkable by doing something better each day in service to our customers and each other
• Add Value by delivering immediate and sustained results that drive positive outcomes
• Innovate by redefining what’s possible, embracing challenges, and pushing boundaries
Verisk Businesses
Underwriting Solutions — provides underwriting and rating solutions for auto and property, general liability, and excess and surplus to assess and price risk with speed and precision
Claims Solutions — supports end-to-end claims handling with analytic and automation tools that streamline workflow, improve claims management, and support better customer experiences
Property Estimating Solutions — offers property estimation software and tools for professionals in estimating all phases of building and repair to make day-to-day workflows the most efficient
Extreme Event Solutions — provides risk modeling solutions to help individuals, businesses, and society become more resilient to extreme events.
Specialty Business Solutions — provides an integrated suite of software for full end-to-end management of insurance and reinsurance business, helping companies manage their businesses through efficiency, flexibility, and data governance
Marketing Solutions — delivers data and insights to improve the reach, timing, relevance, and compliance of every consumer engagement
Life Insurance Solutions – offers end-to-end, data insight-driven core capabilities for carriers, distribution, and direct customers across the entire policy lifecycle of life and annuities for both individual and group.
Verisk Maplecroft — provides intelligence on sustainability, resilience, and ESG, helping people, business, and societies become stronger
Verisk Analytics is an equal opportunity employer.
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