Role Summary
Manage a portfolio of liability claims, including complex, high-value and technically challenging matters, within delegated authority. Responsible for the full claims lifecycle from notification through investigation, coverage assessment, reserving, settlement, recovery and closure.
Working closely with the Head of Complex Claims, you will deliver a market-leading claims service while providing technical expertise, commercial judgement and stakeholder management across brokers, insureds, capacity providers, TPAs, adjusters, legal advisers, reinsurers and underwriting teams. You will also contribute to portfolio oversight, governance, reporting, continuous improvement and team development.
Role Accountabilities
Claims Management
- Manage liability claims portfolios, including complex and higher-value matters, within authority limits. Handle claims through the full lifecycle, including coverage analysis, liability assessment, investigations, reserving, settlement and recovery opportunities.
- Develop and execute effective claim strategies while maintaining accurate reserves and robust file documentation.
- Escalate material coverage, litigation, quantum, conduct, sanctions or reputational issues as required.
- Support large loss processes through case summaries, watchlist reviews, reserve commentary and resolution strategies.
Stakeholder & Supplier Management
- Build strong relationships with brokers, insureds, claimants, TPAs, adjusters, lawyers and capacity providers.
- Appoint and manage external experts to ensure quality service delivery, cost control and efficient claim outcomes.
- Liaise with reinsurers and capacity providers regarding significant claims developments and recoveries.
- Partner with underwriting teams to provide insights on wording effectiveness, risk selection, claims trends and loss experience.
Governance & Reporting
- Support claims reporting, portfolio analysis, management information and governance activities.
- Assist with loss fund management, reconciliations, bordereaux reviews and payment controls.
- Monitor outsourced claims providers and delegated claims partners against agreed service standards.
- Ensure compliance with regulatory requirements, delegated authority agreements and internal governance frameworks.
Leadership & Continuous Improvement
- Provide coaching and technical support to colleagues.
- Contribute to process improvements, claims projects and operational efficiencies.
- Promote knowledge sharing, best practice and a high-performance team culture.
- Carry out any additional duties reasonably assigned and aligned to the role.
Role Requirements
- Proven London Market, Lloyd's or international insurance claims experience handling complex and higher-value claims.
- Experience managing US and International Casualty/Liability claims across multiple classes.
- Strong understanding of US Casualty exposures and the US legal environment.
- Broad knowledge of the end-to-end claims lifecycle, coverage interpretation and reserving principles.
- Experience engaging with brokers, insureds, reinsurers, TPAs, adjusters and legal advisers.
- Understanding of delegated authority, binder management, bordereaux processes, claims governance and loss fund management.
- Experience supporting large losses, portfolio reporting and claims trend analysis is advantageous.
- Professional insurance qualification (Dip CII, ACII or working towards) preferred.
Skills and Abilities
- Strong technical claims expertise with sound judgment and decision-making capability.
- Knowledge of Healthcare and/or Cyber claims is desirable.
- Excellent communication and stakeholder management skills.
- Commercially focused with strong awareness of service quality, indemnity spend and fair customer outcomes.
- Organised and resilient, with the ability to manage competing priorities and complex caseloads.
- Strong analytical skills, particularly in coverage, reserving, liability and litigation matters.
- Collaborative relationship builder capable of influencing internal and external stakeholders.
- Continuous improvement mindset with a proactive and solution-oriented approach.
- Strong systems capability, including claims platforms, Microsoft Office and reporting tools; advanced Excel skills advantageous.
- Ability to mentor colleagues and contribute to a collaborative, high-performing claims function.
Management Duties
- No direct line management responsibilities. The role will, however, involve providing technical guidance, peer support and knowledge sharing to less experienced colleagues, and may involve supporting training, file review activity and the development of best practice within the wider claims function.
We are an equal opportunity employer, and we are proud to share that 93% of our employees say they can be themselves at work. We aim to hire our industry's finest people because the best people drive the best outcomes. And we forever challenge the status quo because we know there are always ways to improve things. Because together, we're limitless.
We value applicants from all backgrounds and foster a culture of inclusivity. We understand the need for flexibility, so work in a hybrid model. Please let us know if you require any reasonable adjustments during the recruitment process.
