Legal Broker Support Manager

Role Objectives
The Legal Broker Support Manager is responsible for ensuring full alignment between broker expectations, legal performance, and operational delivery. The role provides brokers with clear guidance on legal processes, financial controls, and performance standards that directly influence loss ratios and portfolio profitability.

Acting as the central link between brokers, the Legal Division, Broker Development, and Operational Managers, the role ensures seamless processes, accurate reporting, and proactive management of legal trends across motor and nonmotor claims.

A core responsibility is structured reporting to the Head of Legal Claims, including monthly KPI performance, risk identification, compliance monitoring, and portfolio insights. The role also collaborates closely with Operational Managers to highlight financial gaps, process failures, and service non-compliance, ensuring that operational execution supports legal and business objectives.

Key Responsibilities
The role must provide the Head of Legal Claims with:

• Monthly KPI reporting across all broker portfolios
• Early identification of risks, compliance failures, and process deviations
• Month-on-month performance trends and variance explanations
• Insights into legal cost drivers, recovery performance, and loss ratio impacts
• Recommendations for corrective actions and operational improvements
• Portfolio-level intelligence on legal trends affecting motor and non-motor claims

The Role Must Work Closely With Operational Managers To

• Highlight gaps in financial performance, including recovery shortfalls and estimate misalignment
• Identify process failures affecting legal outcomes or broker experience
• Address service delivery issues impacting brokers or legal turnaround times
• Ensure operational teams understand legal process requirements and compliance expectations

Broker Engagement & Relationship Management

• Lead the onboarding of new brokers, ensuring full understanding of legal processes, controls, and reporting standards.
• Maintain strong, collaborative relationships between brokers and the operational legal team.
• Facilitate annual broker reviews for non-insourced brokers.
• Coordinate and host broker engagement sessions aligned to the broker segmentation model.
• Ensure brokers receive excellent service and timely support from the legal team.

Process, Controls & Compliance

• Continuously review and update the Claims Binder Guidelines to ensure legal process accuracy and relevance.
• Monitor broker adherence to process control standards and financial control requirements.
• Identify risks within broker claims processes and escalate appropriately.
• Validate that brokers manage and report estimates in line with legal directives and system requirements.

Performance Management & Reporting

• Track performance against targets, highlight gaps, and recommend corrective actions.
• Conduct quarterly portfolio assessments and share insights with brokers and internal stakeholders.
• Monitor alignment between broker third-party systems and Hollard's legal systems.
• Provide monthly legal performance reports to brokers and Broker Development Managers.
• Deliver monthly portfolio oversight reports to the Legal Head.

Operational & Financial Oversight

• Support brokers in understanding legal performance drivers, including motor accident trends, multiple claims, and driver behaviour impacts.
• Analyse legal performance data to identify trends, risks, and opportunities for improvement.
• Manage fee invoicing and account reconciliation for broker legal accounts.
• Collaborate with the Loss Ratio Portfolio Manager to ensure consistent interpretation of loss ratio drivers and legal performance outcomes.