Head of Claims

About the Role and Company

Our client is an AI-driven Third-Party Administrator transforming the global management of claims operations. Supported by top investment funds such as Y Combinator, Atomico, and Eurazeo, they deliver claims management services across the US, UK, and Europe for prominent MGAs, publicly traded firms, and leading insurers. By integrating expert claims professionals with proprietary AI technology, the company achieves significantly faster resolutions, reduced claim leakage, and enhanced customer experience spanning various insurance lines including auto, property, travel, gadget, pet, renters, and liability insurance.

The role of Head of Claims is designed for a visionary operational and technical strategist who approaches claims management as a product and operational challenge instead of a traditional managerial task. This hands-on leader will reconstruct claims workflows from the ground up, implement global best practices, and partner closely with founding, product, and engineering teams to embed advanced AI-powered processes.

Location and Work Arrangement

This is a full-time, on-site position located at the company’s offices in London (UK), New York (USA), or the upcoming Dallas (USA) site. The expectation is on-site presence five days per week.

Key Responsibilities

• Redesign claims operations workflows, escalation paths, quality assurance systems, and governance models to remove complexity and operational bottlenecks.
• Develop scalable claims standards across multiple product lines and geographic regions.
• Collaborate directly with product and engineering teams to automate and continuously improve claims operations through AI integration.
• Define and uphold technical claim handling standards covering auto, property, liability, travel, renters, and other specialized insurance products.
• Implement governance frameworks for managing complex, high-risk, litigated, or precedent-setting claims.
• Personally review and make final technical decisions on challenging or high-value claims.
• Drive ongoing enhancement of critical metrics such as leakage control, fraud detection, recoveries, and audit outcomes.
• Recruit, develop, and mentor an elite team comprising Claims Handlers, Team Leads, and QA experts.
• Institute coaching systems, calibration frameworks, and structured technical training to elevate team capabilities.
• Promote a culture of high standards, ownership, and urgency within the claims function.
• Serve as the senior claims subject matter specialist in strategic partner, client, and carrier interactions.
• Support client launches, external audits, high-level escalations, and executive insurer meetings.
• Build and maintain strong, trusted relationships with carriers, MGAs, brokers, and key enterprise partners.

Core Performance Outcomes

• Ensure overall claims quality, technical accuracy, and governance across active client engagements.
• Reduce leakage, enhance fraud prevention, and improve litigation resolution results.
• Manage SLA adherence, minimize backlogs, and maintain low client complaint rates.
• Achieve high scores in quality assurance and external audits along with optimized recovery results.
• Maintain high team quality, support talent growth, and achieve strong retention rates.

Candidate Requirements

• 7 to 15 years of comprehensive claims experience including deep technical knowledge in auto, property, and liability insurance lines.
• Demonstrated success operating within fast-paced startup or scale-up environments.
• Proven leadership experience managing claims operations, technical governance, and mid-senior level claims teams.
• Strong expertise in leakage control, fraud detection, litigation risk management, recoveries, and rigorous QA frameworks.
• Thorough understanding of regulatory and compliance standards with a track record of effective integration into daily workflows.
• Legal qualification or background is highly desirable.

Ideal Personal Attributes and Culture Fit

• Passion for fundamentally redesigning inefficient legacy claims systems rather than maintaining the status quo.
• Commitment to operational excellence with the ability to make tough decisions under pressure.
• Hands-on leadership approach, willing to engage directly with complex claims when needed.
• High energy, rapid decision-making, and a strong urgency to achieve results.
• Prefers clear ownership and decisive action over bureaucratic processes.

Compensation and Benefits

• Competitive salary package ranging from £110,000 to £150,000 (UK) or $150,000 to $200,000 (US), above industry norm.
• Equity participation providing opportunity to share in long-term company growth.
• Visa sponsorship available for eligible UK candidates under Skilled Worker program.
• 28 days paid leave plus public holidays in the UK; 20 days annual leave in the US.
• Permission to work remotely up to 30 days annually.
• Comprehensive private health insurance coverage.
• Pension contributions aligned with UK auto-enrollment or equivalent in other regions.
• Company culture promoting frequent offsite events and collaboration with high-caliber colleagues to build a category-leading firm.

Additional Information

Due to high application volume, individual feedback is not guaranteed. Candidates not contacted within four weeks should consider their application unsuccessful this time. The employer is devoted to equality and accessibility, welcoming reasonable accommodations throughout the recruitment process. All candidate personal information is handled securely under privacy and data protection laws and utilized strictly for recruitment purposes.