Head of Claims Service Delivery

Overview

In this role you will own the end-to-end delivery of claims service operations and lead a program of continuous improvement. You will align claims processing services with service standards, quality, and customer outcomes while managing cross-functional collaboration across technology, data, risk, and business teams. You will shape the operating model, drive efficiency, and oversee outsourcing partners to ensure scalable, high-quality delivery. A strategic leader who champions a culture of ownership and customer-centricity will thrive here, with a clear opportunity to impact performance at scale.

Pay / Benefits

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

Responsibilities

• Oversee operational delivery of claims processing services (FNOL, diary management, bordereaux processing, data reconciliation, loss fund setup, triage, payments, exception handling, mass entry, joiners/movers/leavers, reversals, unallocated cash, month-end processes)
• Ensure workflows meet agreed service standards for timeliness and quality across teams and functions
• Manage resourcing, workforce planning, and capacity to meet demand and volatility (including CAT/event support)
• Define operating procedures, handoffs, and controls for consistent execution
• Oversee day-to-day management of claims admin outsourcing partners and act as escalation point for material issues
• Define service KPIs, SLAs, and scorecards; run regular performance reviews and executive escalations
• Identify risks and issues early; implement corrective and preventive actions
• Own the development roadmap for Claims Operations and prioritise impactful initiatives
• Lead end-to-end process improvement (mapping, standardisation, elimination of rework)
• Drive automation and digitisation with Technology and Data teams; track benefits and value realisation
• Determine strategy for outsourcing and location of claims admin in collaboration with Head of Claims Service Management
• Maintain robust operational controls around payments, data handling, and audit evidence
• Partner with risk/compliance/internal audit for testing and remediation of controls
• Collaborate with Claims leadership, underwriting, finance, IT, data, risk, QA, and compliance to align delivery with priorities
• Ensure clear executive communications on performance, risks, and improvement progress
• Engage with vendors/TPAs to ensure end-to-end service performance and accountability
• Build a culture of continuous improvement and customer-centricity; ensure training and knowledge management

Key requirements

• London Market/Lloyd’s claims systems knowledge
• Strong understanding of financial data flows and downstream systems
• Experience leading and managing teams
• Extensive experience in claims operational management in commercial and London Market/Lloyd’s (re)insurance
• Experience with bordereaux management and loss funds; familiarity with third-party loss fund providers
• Proven track record delivering in a target operating model and driving data/technology-enabled performance
• Experience working with underwriting operations, finance, and senior stakeholders

• Collaboration
• Stakeholder management
• Leadership
• Workflow tooling
• Automation and digitisation
• Document ingestion

…