Head of Claims Service Delivery - Claims Operations

Job Description

Are you looking for your next opportunity?

Sompo has a unique opportunity for a Head of Claims Service Delivery in our Claims Operations team.

The Head of Claims Service Delivery is accountable for both determining the optimal strategy for, and running, the end-to-end delivery of operational processing and continuous improvement, ensuring efficient, high-quality, and scalable operational services across the claims lifecycle. The role drives consistent service performance, strong controls, and continuous improvement through well-run BAU processes, process optimisation, standardisation, automation enablement, and disciplined delivery of operational enhancements.

Location: This position will be based out of our London office. We strive for collaboration which is why we offer a work environment where our employees thrive and develop long lasting careers.

Our business, your impact, our opportunity:

What you’ll be doing:

• Own the operational delivery of claims processing services (e.g., FNOL administration support, document and diary management, bordereaux processing, data reconciliation where relevant, loss fund set-up and management, triage support, payments oversight, exception management, suspended message management, mass entry processing and oversight, joiners/movers/leavers processes, claims reversals, unallocated cash and month-end processes).
• Ensure operational workflows meet agreed service standards for timeliness, quality, and customer/market outcomes.
• Maintain appropriate resourcing, workforce planning, and capacity management to meet volume demand and volatility (including CAT/event support where applicable).
• Establish clear operating procedures, handoffs, and controls to ensure consistent execution across teams and wider Sompo business functions.
• Oversee the day-to-day management of claims admin outsourcing partners and be the escalation point for material issues. 

• Define service KPIs, SLAs, and operational scorecards (e.g., turnaround times, backlog, rework, quality/error rates, payment timeliness, data completeness).
• Run a disciplined performance cadence (daily/weekly operational reviews, monthly performance packs, executive escalations).
• Identify operational risks and control issues early; implement corrective actions and preventative measures.

• Own the development roadmap for Claims Operations, prioritising initiatives based on impact, feasibility, risk reduction, and customer outcomes.
• Lead end-to-end process improvement: mapping, simplification, standardisation, elimination of failure demand, and reduction in handoffs and rework.
• Drive automation and digitisation enablement in partnership with Technology and Data teams (workflow tooling, straight-through processing, document ingestion, rules-based controls, automation).
• Establish benefits tracking and value realisation (time saved, cost to serve reduction, improved quality, cycle time improvements).
• Working with the Head of Claims Service Management, determine and own the optimal strategy for claims admin and processed with regard to outsourcing and location. 

• Ensure robust operational controls around payments, authority checks, segregation of duties, data handling, record management, and audit evidence.
• Implement and maintain quality assurance for operational processes (sampling, calibration, root-cause analysis, corrective action).
• Partner with Risk/Compliance/Internal Audit to support testing, remediation, and audit readiness for operational controls.

• Partner with Claims leadership, claims handlers, technical complex claims, QA, Underwriting, Finance, Actuarial, IT, Data, Risk, and Compliance to align operational service delivery to business priorities.
• Provide clear executive communications on service performance, operational risks, and improvement progress.
• Where operations are supported by vendors/TPAs, partner with service management/vendor leads to ensure end-to-end service performance and joined-up accountability.

• Build a culture of continuous improvement, ownership, and customer-centricity.
• Ensure effective training, standard operating procedures, and knowledge management for operational processes.
• Manage and support specific technical and operational team(s) within own function/specialism to ensure that people and processes are aligned with business needs and fit for purpose.

What you’ll bring:

• Extensive knowledge of London Market/Lloyd’s claims systems and practices.
• Good understanding of financial data flows and their importance in downstream functions and systems.

• Experience at leading and managing others.

• Extensive experience in Claims operational management within commercial and London Market/Lloyd’s (re)insurance environments.
• Experience of bordereaux management and loss funds, ideally including use of third party loss fund management providers.

• Experience and a proven track record of leading delivery within a target operating model and strategic business initiatives to utilise data and technology to enhance technical claims performance and customer outcomes.
• Experience working with Underwriting Operations, Finance, and senior claims/underwriting stakeholders.

At Sompo, we recognize that the talent, skills, and commitment of our employees drive our success. This is why we offer competitive, high-quality compensation and benefit programs to eligible employees.

Our compensation program is built on a foundation that promotes a pay-for-performance culture, resulting in higher incentive awards, on average, when the Company does well and lower incentive awards when the Company underperforms.  The total compensation opportunity for all regular, full-time employees is a combination of base salary and incentives that gets adjusted upfront based on overall Company performance with final awards based on individual performance.

We continuously evaluate and update our benefit programs to ensure that our plans remain competitive and meet the needs of our employees and their dependents. 

Below is a summary of some of the benefits we offer, which may vary depending on the country:

• Health & Wellness Benefits
• Retirement & Savings Plans
• Global Parental Leave & Adoption Assistance
• Employee Assistance Program
• Tuition Reimbursement & Professional Qualification benefits

Who we are and what we stand for:

At Sompo, our shared purpose is to create meaningful value for clients, communities, and each other. We strive to foster a workplace where everyone feels respected, included, and empowered to excel. As a global organization, we embrace diversity and champion equal opportunity. Guided by our core values—Accountability, Agility, Collaboration, Development, and Integrity—we build trust and support one another to achieve our goals worldwide. Life at Sompo page

Our values come to life in how we hire and grow talent. Employment decisions are based on qualifications, merit, and organizational need, and we strive to ensure equitable access to opportunities so everyone can do their best work. If you need an accommodation for any part of the application process, please contact the recruiter in charge.