Claims Operations Data Analyst

Reporting to: Claims Operations Manager, IQUW
Location: London

About us

IQUW is a speciality (re)insurer at Lloyd’s (Syndicate 1856) underwriting a diverse range of Property, Commercial and Speciality (re)insurance products from Cargo and Marine to Political Violence, Terror and War. We combine data, intelligent automation and human expertise to make smart decisions, fast.

The role

The Claims Operations Data Analyst will be responsible for absorbing various streams of data, delivering analysis on claims performance, as well as day to day operational tasks.  This includes successful service delivery along with ensuring that all operational functionality and the good health of the IQUW claims team is administered in accordance with the IQUW vision, along with Lloyd’s and regulatory best practices, relevant legislation, and legal frameworks.

The ideal candidate would preferably have a data analytical skill set and operational claims experience within the Lloyd’s / London market. Excellent working knowledge and understanding of best practices in claims operations, processes and the use of claims systems, metrics, KPIs/SLAs and technology is essential. Being able to manage, oversee and deliver outstanding levels of customer service for both internal and external stakeholders along with the ability to add value through contributing to the development of the wider claims department, as the business grows, is also a key requirement.

Key responsibilities

• Produce daily/weekly/monthly/quarterly MI reports and dashboards.
• Drive the performance of the claims team, ensuring the good health of the function through data analytics, MI, SLAs and KPIs.
• Absorb various streams of data to incorporate into high level analysis, through power BI dashboards.
• Collate data from various teams and sources to include within committee/board/management meetings.
• Assist in identifying data issues, perform root cause analysis and provide solutions to improve data integrity and accuracy.
• Data integrity improvements across claims to include claims performance packs/dashboards.
• Collating data and monitoring of performance of external third-party providers to IQUW claims team.
• Develop and maintain strong relationships with key stakeholders to claims, Operations, Underwriting, Finance, IT, Compliance etc.
• Considering automation of processes and procedures where available and liaising with relevant stakeholders to act on implementation.
• Heightened attention to treating customers fairly, with keen focus on customer outcomes and managing complaints.
• Attention to compliance, with regulatory standards and Lloyd’s principles-based governance.
• Experience with a Lloyd’s-facing role, representing claims at market groups where appropriate.
• Champion the company in the market and the claims function internally with respect to technical excellence.
• Demonstrate and champion an inclusive culture that reinforces the company brand, values, and behaviours.

Essential qualifications, skills, and experience

• Ideally ACII qualified or working towards such credentials.
• Good knowledge of Power BI and operating functionality
• Good level of experience of data analytics with operational experience within the Lloyd’s / London Market.

• Experience with co-ordination, reporting and management of large CAT events.

• Awareness of regulatory requirements around claims management in the London (re)insurance market, including delegated authorities.
• Strong knowledge of key business systems and processes within the Lloyd’s / London Market.

• Strong knowledge of the legal system in England & Wales and the USA
• Ability to develop and maintain strong relationships with both internal and external stakeholders.
• Excellent communication skills, including the ability to effectively influence internal and external stakeholders.

• Able to work effectively under pressure, both independently and in a collaborative team environment.
• Ability to prioritise and organise workload to meet deadlines.
• Detail orientated, able to review contract wordings and claims files meticulously.
• Skilled at problem-solving and acting on one’s own initiative.
• Excellent proficiency with Microsoft Excel, Power BI and other core business systems; and Strong presentation skills.

Desirable behavioural attributes

• Highly organised with a clear ability to prioritise and deliver on allocated tasks.    
• Data analytical and operational skill set.
• Excellent written and oral communication skills.
• Positive and energetic team attitude.
• Focused on performance and driving results.
• Builds strong relationships and leverages off them to achieve outcomes.
• Owns decisions and uses commercial awareness to reach them.
• Thinks strategically and holistically with a “one system” approach.
• Leads by example, demonstrating positive behaviours and championing the company culture.