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Credit Hire Lead/Manager

Job description

We started Marshmallow when we found out how unfair insurance prices are for people who move to the UK. All because the industry hasn't given this huge cohort of people a second's thought, and isn't set up to price them properly. We saw an opportunity to do things differently, so we made it our mission to back the ones who step outside the norm.

We're really proud of the culture we've created. We push for progress every day, because we know that we'll only hit big milestones by taking lots of smaller steps. We're always open to helping our team mates, sharing our ideas, experience and knowledge to solve problems together. We take risks, think creatively and experiment relentlessly to meet our customer's needs, and never pass blame when things go wrong. We encourage people at all levels to take ownership of their work, and to be bold in challenging how we do things. Everyone has a voice and the opportunity to make an impact.

And autonomy and ownership are only possible with clear direction. That's why we collaborate to do in-depth planning twice a year, and make sure we leave with clear goals and objectives that flow from top to bottom. To make sure we're as aligned as possible across functions, most of our work rolls up into four tribes; Acquisition, Retention, Claims and Pricing, Underwriting & Fraud. Each tribe has multiple teams embedded in it, working cross-functionally to do great work.

We're so excited for all of the challenges up ahead, and we need more people to help us tackle them!

We believe that the claims experience can be so much better in the insurance industry! So, our mission is to deliver the most delightful and efficient claims experience to our customers.

We're looking for a Credit Hire Lead to be responsible for managing the day-to-day operations of a growing team of executives, developing our case handling function and focusing on owning our customer journey.

Working in a startup means that you have to be adaptable and are excited by the prospect of moving fast. This is an opportunity to collaborate with engineers, product managers, designers, underwriters and our operations team to set us up for success. Building strong working relationships is important, to ensure that together with our partners we deliver excellent customer service 24/7, 365 days a year.

Managing the day-to-day operations of a growing team of claims executives, ensuring we are on track to hit KPIs and OKRs

Supporting, monitoring and reviewing motor claims processed in house or by our third-party providers.

Reviewing claims processes and recommending changes. You'll also be conducting quality assurance audits and highlighting missed opportunities, leakage and areas for improvement

Supporting technical claims matters in respect of escalated / high valued credit hire and recommending strategy..

Managing and coaching claims team members, and supporting them in the development of their knowledge and skills

Working with others across the business to set up and maintain performance reporting/metrics

Working and owning on operational and strategic projects

Presenting and explaining statistical management information to the business

Ensuring that your team achieves quality outcomes for customers

Creating the time, space and confidence for your team to go above and beyond in handling their credit hire cases

Ultimately, your team is accountable for minimising our exposure to third party credit hire claims through mitigation and pack negotiation.

Who you are

You truly care about supporting and developing the people you manage

You have a proven ability to think strategically but are also able to get deep into the detail

You enjoy problem-solving and creating innovative solutions to complex problems

You enjoy working in a high growth environment and are highly adaptable to change

What we're looking for from you

Experience and understanding in the following areas:

how insurance policies are sold and distributed, and contracts formed and applied

how motor claims can occur and are registered

how motor claims liability arises, is established and negotiated

claims reserving and payment processes

Knowledge of Indemnity statuses and how these affect the outcomes of credit hire claims

End to end credit hire handling experience through FNOL, Intervention, Mitigation, Negotiation, litigation and settlement

Experience and confidence in dealing with complex and large credit hire claims and to lead the individual strategies on these cases.

Clear communication to convey updates to a varied and wide audience on complex credit hire cases and overall performance of strategic goals.

Experience in Know Your Opponent strategies; able to contribute and lead recommendations for change to keep Marshmallow at the leading edge of credit hire defense

Experience managing and coaching a Credit Hire team

Previous experience of project / strategic change management would also be beneficial

Experience of litigation processes and CPR would be beneficial

Perks of the job

Flexible working: Spend 1 day per fortnight with your team in our new collaborative London office, and own your own working hours. The rest is up to you *If this arrangement doesn't work, don't let it hold you back. We're always open to making reasonable adjustments if this is a barrier to you in any way. Let us know and we'll talk about our options.

Flexible benefits budget - £50 per month to spend on Mastercard meaning you get your own benefits budget to spend on things you want. Whether that's subscriptions, night classes (puppy yoga, anyone?), the big shop or a forest of houseplants. Pretty much anything goes.

Mental wellbeing support - Access therapy and mental health sessions through Oliva

Private health care - Enjoy all the benefits Vitality has to offer, including reduced gym memberships and discounts on smartwatches

Medical cash plan - To help you with the costs of dental, optical and physio (plus more!)

Tech scheme - Get the latest tech for less

Plus all the rest; 33 days holiday (including bank holidays), pension, cycle to work scheme, monthly team socials and company-wide socials every month

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