Role Summary
The Claims Team Leader is responsible for the day-to-day leadership and operational management of the Claims department, ensuring the efficient handling and administration of non-complex claims across multiple classes of business. The role is accountable for workflow management, service delivery, quality assurance, operational controls and team performance, ensuring claims are processed accurately, consistently and within agreed service standards. Reporting to the Claims Operations Manager, the Claims Team Leader will oversee claims processing activities, support operational governance, monitor key performance indicators and ensure the team delivers a high-quality, customer-focused claims service in accordance with internal procedures, regulatory requirements and delegated authority arrangements. The role acts as the primary operational escalation point for the Claims department and works closely with Claims Operations, Claims Handlers, outsourced service providers and other internal stakeholders to support the delivery of Rokstone's claims proposition.
Role Accountabilities
- Lead, motivate and develop the Claims Team, fostering a high-performance and customer-focused culture.
- Oversee the day-to-day handling and administration of non-complex claims, ensuring workflows are managed effectively and service standards are met.
- Allocate workloads, Triage Claims, monitor productivity and ensure claims are progressed within agreed turnaround times and operational KPIs.
- Act as the primary escalation point for claims that fall outside defined Claims Team parameters, ensuring timely referral to the appropriate Claims Handler or senior claims colleague.
- Monitor and review claims files to ensure accuracy, consistency, documentation quality and compliance with internal procedures.
- Support quality assurance, peer review and audit activities across all Claims.
- Monitor service delivery and performance of outsourced claims administration providers supporting the claims department.
- Support loss fund administration, payment controls, bordereaux processes and operational reporting activities where applicable.
- Produce and analyse management information relating to workflow volumes, turnaround times, quality metrics and team performance.
- Identify process improvement opportunities and support implementation of operational efficiencies, automation and technology initiatives.
- Work closely with Claims Operations, Claims Handlers and Technical Leads to ensure clear escalation pathways and consistent customer outcomes.
- Support recruitment, onboarding, training and development of the Claims Team personnel.
- Ensure compliance with regulatory requirements, internal governance frameworks, sanctions procedures, delegated authority arrangements and conduct standards.
- Support with any tasks within the Claims Operations Team as and when required.
Role Requirements
- Previous experience in a supervisory or Team Leadership role.
- Previous insurance, claims, underwriting support or insurance operations experience preferred.
- Experience working in a London Market, Lloyd's or international insurance environment would be advantageous.
- Understanding of the basic claim’s lifecycle and claims handling principles.
- Strong administrative and organisational skills.
- Ability to manage high volumes of work whilst maintaining accuracy and attention to detail.
- Good written and verbal communication skills.
- Working towards CII qualifications desirable but not essential.
Skills and Abilities
- Strong attention to detail with the ability to maintain accurate claim records and documentation throughout the claim’s lifecycle.
- Excellent organisational and time management skills, with the ability to manage a high volume of tasks whilst meeting service level requirements
- Customer and service-focused approach, with the ability to communicate professionally and effectively with brokers, insureds and internal stakeholders.
- Comfortable working in a fast-paced environment with changing priorities and competing deadlines
- Positive and collaborative team player with a proactive approach to problem solving and continuous improvement.
- Demonstrates professionalism, accountability and a willingness to develop technical claims knowledge and insurance market understanding.
Management Duties
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.
