Commercial Direct Performance Optimisation Analyst (Full Time, Permanent Position)
Manchester, Glasgow, or Leeds - (Hybrid)
Let's make the most of your talent
About us
At Direct Line Group, insurance is just the start. Combining decades of industry experience with talented people in every field from data, technology, customer care and auto repair, to HR, finance, and procurement, we're a customer-obsessed market powerhouse. And we all work together to be brilliant for customers, every single day.
What you'll be doing
This role is accountable for the development, implementation and monitoring of operational performance and business controls across Commercial Direct Claims, to ensure compliance with internal and external requirements and frameworks, helping identify priorities for action and improvement, and tracking and analysing the results of change. There will also be some requirement to monitor and manage Commercial Direct Claims risk related issues and events, ensuring all actions are closed within defined timeframes.
- Track and report business key indicators and perform meaningful analysis across Commercial Direct Claims that helps to drive metric improvements and enables the provision of data and insight to the Leadership Teams, including recommendations
- Supporting the directorate in any compliance, risk and business control issues, including Customer Conduct
- Support Commercial Direct Claims with identification, assessment and management of risk issues and events, through to closure
- Use customer, quality and operational insight to lead and influence business change across the operation, steering the operation to the highest priority area(s) for improvement
- Undertake reporting on all OQC, compliance, risk and business controls activity, within agreed timescales
- Provide support and guidance to the Team Leader's on compliance, risk and business controls
- Have an understanding of current market conditions in order to provide relevant, real time analysis and insight on performance in the context of those market conditions
- Work collaboratively with other functions, gathering insight and providing analysis to support the delivery of key business projects/change
- Develop and maintain effective relationships with key stakeholders to deliver the best outcomes for Commercial Direct Claims, the wider business and our customers
- Support and drive QA consistency, and improvements as appropriate, across all Commercial Direct Claims areas.
- Simplify and translate complex data to meaningful outputs for operational leads
- Identify, own and manage the risks involved in running our business appropriate to the role in line with Direct Line Group risk framework
- Build and develop own analytical skills up to a recognisable industry standard
What we're looking for
- Strong working knowledge of Commercial claims handling and Quality Assurance practices.
- Good communication skills, ability to build strong networks and form effective relationships with key stakeholders.
- Decision making and problem solving skills
- Data analysis and meaningful interpretation for varying stakeholder audiences
- Strong attention to detail.
- Continuous improvement mindset
- Good planning, organisation, and time management skills together with an ability to approach tasks in a logical and methodical manner and flex where required
Hours: 35 hours
There's no-one else like you. No-one with the exact same mix of strengths, quirks, skills and thoughts. That's why you could belong here. As part of a team of brilliant individuals, in a place that empowers you to be the best you can be.
We're proud of who we are, of what we do, and what every single one of us brings.
Join us. Help us keep innovating and putting customers at the heart of everything. To be an insurance company of the future. When we work together, we can all achieve great things. Inspiring, challenging, and supporting each other to aim higher.
Together we're one of a kind.
What we'll give you in return:
We wouldn't be where we are today without our people and the wide variety of perspectives and life experiences they bring. That's why we offer excellent benefits to suit your lifestyle and a flexible working model combining the best parts of home and office-working, varying with the nature of your role. Core benefits include:
- 9% employer contributed pension
- 50% off home, motor and pet insurance plus free travel insurance and Green Flag breakdown cover
- Additional optional Health and Dental insurance
- Generous holidays, 25 days (excluding bank holidays). Plus, the option of buying or selling up to 5 days each year!
- Up to 10% performance-based annual bonus
- EV car scheme allows all colleagues to lease a brand new electric or plug-in hybrid car in a tax efficient way.
- Buy as you earn share scheme
- Employee discounts and cashback
- Plus many more
Ways of Working
Our hybrid model way of working offers a 'best of both worlds' approach combining the best parts of home and office-working, offering flexibility for everyone. When you'll be in the office depends on your role, but most colleagues are in 2 days a week, and we'll consider the flexible working options that work best for you.
Read our flexible working approach here
Being yourself
Direct Line Group is an equal opportunity employer, and we think diversity of background and thinking is a big strength in our people. We're delighted to feature as one of the UK's Top 50 Inclusive Employers and are committed to making our business an inclusive place to work, where everyone can be themselves and succeed in their careers.
We know you're more than a CV, and the things that make you, you, are what bring potential to our business. We recognise and embrace people that work in different ways so if you need any adjustments to our recruitment process, please speak to the recruitment team who will be happy to support you.
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