The Senior Manager – Claims Management Delivery Lead is responsible for owning service performance and leading the end-to-end execution of claims management across pre‑assessment, case handling, and final review within the financial services sector. The role is accountable for ensuring delivery across in-scope service areas meets contractual KPIs, SLAs, and quality expectations in a highly regulated environment. As a senior, client-facing leader, you will drive operational excellence, protect customer outcomes, and maintain robust controls and quality standards while fostering strong internal and external stakeholder relationships.
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Lead daily claims operations, overseeing delivery across pre-assessment, case handling, and final review while managing performance against KPIs and SLAs.
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Oversee Team Leads/Managers, ensuring strong leadership alignment, performance, and delivery across production and quality.
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Analyse MI to identify trends, risks, and opportunities, driving continuous improvement and remediation actions.
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Engage regularly with clients and internal stakeholders to manage relationships, resolve issues, and remove delivery blockers.
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Embed strong controls, quality frameworks, and support change initiatives within a regulated FS environment.
- Proven experience leading financial services claims operations within a managed service environment.
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Demonstrated leadership in regulated environments, with a focus on performance, quality, and control frameworks.
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Strong MI and analytical capability, with experience driving performance improvements and remediation.
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Excellent stakeholder management and communication skills, including client-facing experience and handling complex conversations.
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Proven people leadership with experience building and managing high-performing teams and leading change initiatives.
What you'll receive from us:
No matter where you may be in your career or personal life, our benefits are designed to add value and support, recognising and rewarding you fairly for your contributions.
We offer a range of benefits including empowered flexibility and a working week split between office, home and client site; private medical cover and 24/7 access to a qualified virtual GP; six volunteering days a year and much more.
