Location: London
Salary Range: £80k+ benefits
Reporting to: Head of Property Delegated Claims
Type: Permanent | Hybrid
Overview:
An opportunity to lead and deliver a high-quality claims service across a designated portfolio of property binder business. The role combines hands-on complex claims handling with team leadership, client relationship management, and close collaboration with underwriting and control functions. You’ll drive fair customer outcomes, embed conduct risk principles, and support continuous improvement in service, MI, and governance.
Key Responsibilities:
- Own and manage a portfolio of complex property binder claims, ensuring timely, cost-effective resolution and adherence to SLAs.
- Lead and develop a small team (c. two Claims Adjusters), setting objectives, conducting appraisals, and supporting training and development.
- Deliver a first-class service to clients and brokers through both personal handling and oversight of service providers.
- Maintain strong client relationships; act as the claims point of contact for nominated accounts to support commercial objectives.
- Liaise with Underwriting on coverage/wording matters and portfolio themes to inform profitable account development.
- Ensure conduct risk principles are understood and embedded across the team and third-party suppliers; champion fair customer outcomes.
- Partner with Compliance and Internal Audit to maintain adherence to claims procedures and regulatory requirements (including financial crime controls).
- Produce and interpret Claims MI; use insights to drive service improvements and decision-making.
- Uphold governance standards and contribute to a high-performing, market-leading claims function.
- Proven experience handling property binder claims within the Lloyd’s/London market, including complex/technical matters.
- Strong leadership capability with experience managing or mentoring claims professionals.
- Credible stakeholder manager with excellent communication and customer service skills.
- Sound understanding of London market processes, duties, and obligations of parties.
- Proficient in ECF and core productivity tools (Word, Excel, Outlook); comfortable with Claims MI and reporting.
- Commercial mindset with a consistent focus on fair outcomes and regulatory compliance.
- ACII (or working towards).
- Experience overseeing third-party service providers.
- Track record of driving continuous improvement in claims processes, MI, and controls.
A well-established Lloyd’s market insurer known for technical strength and collaborative culture. The business is investing in claims excellence, data, and talent to support its next phase of profitable growth and enhanced customer outcomes.