Head of Claims Operations

Company Overview

ERS Syndicate 218, part of Lloyds and managed by Starr, stands as the UK's foremost specialist motor insurer, boasting an A+ rating since 1946. Starr is a global insurance and investment firm with operations spanning 128 countries on six continents, offering property and casualty insurance solutions globally. This role operates under a hybrid working model requiring three days in-office and two remote days weekly, with tailored team coordination to optimize collaboration and flexibility.

Role Purpose

The Head of Claims Operations will oversee multiple specialized operational teams, ensuring all aspects of performance including service delivery, cost management, indemnity spending, quality assurance, and compliance with regulatory and internal guidelines are effectively managed.

Primary Responsibilities

• Provide strategic leadership for Operations Managers, driving achievement of business goals, service standards, productivity, regulatory compliance, and key metrics.
• Design and implement operational strategies that enhance service quality, efficiency, scalability, and ongoing process improvements.
• Lead operational transformation and process enhancement efforts through comprehensive reviews to improve customer outcomes, operational effectiveness, and cost efficiency.
• Define, monitor, and update service level agreements (SLAs) to align with business needs, productivity benchmarks, and automation capabilities.
• Ensure adherence to Consumer Duty standards to centralize customer outcomes in decision-making and service provision.
• Manage departmental budgeting, forecasting, and resource allocation to meet financial objectives.
• Implement strong governance controls for operational changes, including documenting and reviewing processes and controls.
• Oversee performance and contractual compliance of designated supply chain partners.
• Drive operational performance by leading and developing Operations Managers, improving productivity, quality, customer service, and staff skills.
• Create and execute workforce and talent development plans aligned with competency frameworks, including succession and leadership development programs.
• Promote consistent performance management practices and support managers in addressing underperformance with effective development plans.
• Stay updated on relevant laws, regulations, case law, and market trends to ensure operational compliance and alignment with best practices.
• Participate in the Swansea Operations Leadership Team, contributing to overall business strategy and organizational development.
• Exemplify ERS values through integrity, professionalism, accountability, and commitment to excellence.
• Prepare and deliver regular operational performance reports and insights to support governance and strategic decisions.
• Perform additional reasonable duties as assigned within the scope of the role.

Qualifications & Experience

• Proven senior leadership experience within the UK motor insurance sector, with a record of operational excellence, process reviews, transformation leadership, and productivity improvement.
• Expertise in operational planning and process optimization using data and performance metrics for continuous improvement.
• Demonstrated success in managing high-performing teams with strong coaching and performance management skills.
• In-depth knowledge of UK motor insurance regulatory frameworks including Consumer Duty and customer outcome obligations.
• Strong commercial and financial understanding to analyze operational and financial data and translate findings into business strategies.
• Excellent analytical and problem-solving capabilities for addressing complex operational challenges with sustainable solutions.
• Effective stakeholder management and interpersonal skills to build relationships at all organizational levels and with external partners.
• Strategic thinking ability to balance long-term goals with operational priorities, focusing on customer satisfaction, efficiency, and employee engagement.
• Exceptional communication and leadership qualities that foster accountability, a high-performance culture, and continuous improvement.

Core Behavioral Traits

• Strategic mindset
• Commercial awareness
• Performance orientation
• Strong communication and persuasive influence
• Commitment to personal and team development
• Resilience and adaptability

Additional Information

The position is supported by a comprehensive job description and is offered by an equal opportunity employer dedicated to diversity and inclusion. The organisation emphasizes merit-based recruitment, learning, and growth to nurture talent and maximize employee potential.