Location: London (Hybrid: 3 days office / 2 days home)
Salary: £100,000
Reporting to: Senior Claims Manager
Type: Permanent | Hybrid | 35 hours per week
Overview:
This role is responsible for managing a portfolio of complex and non-standard insurance claims, ensuring timely and effective resolution in line with regulatory requirements and best practice. The position combines technical claims expertise with stakeholder management, data analysis, and strategic input into claims processes and performance. The role also supports the development of less experienced team members while contributing to operational improvements, vendor management, and broader business objectives.
Key Responsibilities:
- Manage a portfolio of standard and complex claims from notification through to resolution, ensuring compliance with policy terms, regulatory standards, and internal procedures.
- Interpret policy coverage, apply legal and regulatory principles, and negotiate settlements, including non-standard or disputed claims.
- Provide expert guidance to clients, brokers, and internal stakeholders on claims-related matters.
- Support claims reporting, including analysis of trends, loss ratios, and financial performance metrics.
- Identify claims trends, potential leakage, and process improvement opportunities, contributing to operational and strategic initiatives.
- Liaise with third parties, suppliers, and external experts, including appointing specialists and reviewing technical reports.
- Contribute to reserving practices and financial oversight within the claims portfolio.
- Assist with fraud detection initiatives and the development of preventative measures.
- Ensure effective vendor and supplier management aligned with business strategy.
- Maintain strong working relationships with stakeholders and support a high standard of customer service.
- Mentor and provide guidance to junior team members, supporting skill development and knowledge sharing.
- Contribute to strategic projects and continuous improvement initiatives across the claims function.
- Ensure all work is conducted in accordance with relevant regulatory conduct standards and customer outcome principles.
What We're Looking For:
- Significant experience managing complex insurance claims within the insurance market.
- Strong technical knowledge of policy interpretation, indemnity issues, subrogation, and claims negotiation.
- Sound understanding of insurance regulation, legal frameworks, and risk management principles.
- Demonstrated ability to make complex decisions and provide technical recommendations.
- Strong analytical and financial acumen, including the ability to interpret performance data and trends.
- Excellent communication, stakeholder management, and relationship-building skills.
- Advanced negotiation, influencing, and problem-solving capabilities.
- Ability to manage multiple priorities and work effectively under pressure.
- Experience collaborating with brokers, clients, and external service providers.
Desirable but Not Essential:
- ACII qualification or progress towards a professional insurance certification.
- Experience contributing to underwriting discussions or cross-functional projects.
- Previous experience mentoring or supporting junior team members.
- Exposure to strategic change initiatives or process improvement projects.
About the Company:
A well-established insurance organisation with a strong technical reputation and a collaborative, performance-driven culture. The business operates in a specialist segment of the market and is focused on delivering high-quality customer outcomes, operational excellence, and continued investment in data, people, and innovation as part of its long-term growth strategy.