Claims Operations Manager

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The Claims Operations Manager will support the effective running of the Claims function within a complex commercial insurance company. The role will assist in managing operational performance, improving claims processes, strengthening controls, supporting regulatory and audit requirements, and ensuring the Claims function operates efficiently, consistently and in line with business priorities.

The successful candidate will work closely with Global Head of Claims Operations, Claims leadership, claims handlers, underwriting, finance, actuarial, compliance, legal, IT and external service providers to deliver high-quality operational support across claims management, governance, reporting and transformation activities.

Your responsibilities will include:

• Operational management: Support the day-to-day running of the Claims Operations function, ensuring claims processes, workflows and service standards are consistently followed across business lines.
• Process ownership and improvement: Maintain, review and improve claims operating procedures, identifying opportunities to simplify workflows, remove inefficiencies and improve control effectiveness.
• Performance reporting: Produce and interpret claims operational MI, dashboards and KPI reporting covering volumes, cycle times, service performance, ageing, reserving support indicators, leakage, bordereaux quality and operational risk themes.
• Governance and controls: Support claims governance, audit readiness, control testing, quality assurance activity and remediation tracking, ensuring clear ownership and timely closure of actions.
• Stakeholder coordination: Act as a key liaison between Claims, Finance, Actuarial, Underwriting, Compliance, Legal, IT and external partners to support joined-up delivery across the claims lifecycle.
• Data and systems support: Help maintain data quality across claims platforms, reporting tools and workflow systems, supporting system enhancements, user acceptance testing and operational change delivery.
• Vendor and third-party oversight: Assist with oversight of loss adjusters, TPAs, legal providers and other claims service partners, including performance monitoring, service reviews and issue escalation.
• Regulatory and audit support: Support compliance with internal policies, regulatory expectations, delegated authority requirements, audit requests and documentation standards.
• Change delivery: Contribute to claims transformation initiatives, including process redesign, automation, reporting enhancements, control improvements and adoption of new technology.

Your skills and abilities should include:

Previous Experience:

• Minimum 5 years’ experience in claims operations, claims management or insurance operations.
• Strong understanding of the commercial insurance claims lifecycle, ideally across complex, specialty, London Market, Lloyd’s, reinsurance or multinational insurance environments.
• Experience supporting operational performance management, MI reporting, governance routines, audit activity, process improvement and control frameworks.
• Proven experience working with claims systems, workflow tools, reporting platforms and operational data sets.
• Experience supporting cross-functional initiatives involving Claims, Finance, Actuarial, Underwriting, Compliance, Legal and Technology teams.
• Demonstrable exposure to third-party claims service providers such as TPAs, loss adjusters, legal firms or outsourced operational teams.
• Experience contributing to change programmes, process redesign, automation, system enhancement or operational transformation activity.

Required Skills & Capabilities:

• Claims operations expertise: Practical understanding of claims processes, operational controls, service standards, delegated authority arrangements and claims governance expectations.
• Analytical capability: Strong ability to interpret claims MI, identify trends, assess operational performance and translate data into clear insight and action.
• Process improvement: Ability to map processes, identify root causes, document procedures and implement practical improvements that enhance efficiency, quality and control.
• Control and risk mindset: Strong appreciation of operational risk, audit evidence, quality assurance, regulatory obligations and the importance of clear accountability.
• Stakeholder management: Confident working with senior stakeholders and cross-functional teams, with the ability to influence, challenge and build alignment.
• Communication: Excellent written and verbal communication skills, including the ability to prepare concise reports, issue summaries, governance updates and executive-level materials.
• Organisation and delivery: Strong planning, prioritisation and follow-through skills, with the ability to manage multiple workstreams, deadlines and dependencies.
• Technology awareness: Comfortable using claims management systems, Microsoft Excel, PowerPoint and reporting tools; experience with Power BI, workflow tools or automation platforms would be advantageous.
• Leadership potential: Able to coach others, promote consistent standards, support team engagement and contribute to a high-performing Claims Operations culture.

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