Head of Claims Operations - London

Key Responsibilities

• Management of the oversight and operational performance of the Claims Team, including design and adherence to SLAs / KPIs, design and monitoring of key controls, managing and remediation of exceptions, and working with the Claims Leadership team.
• Line management of the Claims Operations team, including recommendations for the re-design of function as needed, ensuring the development of enhanced standards across the wider claims function.
• Delivering Executive Level reporting and analytics to senior committees on which to take action, which support both top line and bottom line performance.
• Representing the company at monthly / quarterly committees as needed, including acting as project sponsor on key claims business change initiatives.
• Leading the strategic review and improvement of claims management processes to deliver appropriate customer outcomes.
• Acting as the key stakeholder with Lloyd's and the LMA to ensure appropriate business engagement and representation on all market claims related initiatives.
• Overseeing outsourced service providers, including third party experts and delegated authorities.
• Managing all first line Claims requirements, including (but not limited to) SOX, Lloyd’s, FCA / PRA / internal / external regulatory, and control environment.

Key Requirements

• Proven experience in a Claims Operations leadership role within the Lloyd's Market.
• Strong change management skills, including experience as either a project sponsor or Claims SME.
• Excellent communication skills, with the ability to influence stakeholders at all levels, including senior management.
• Strong financial acumen, with the ability to handle large and complex issues / data.