Claims Quality Assurance Manager

Position: Claims Quality Assurance ManagerReporting to: Group Head of Claims Quality Assurance & GovernanceType: Permanent – Full TimeLocation: London (Hybrid)

Key Responsibilities

• Conduct comprehensive reviews of claims files to ensure compliance with regulatory and internal quality frameworks.
• Assess adherence to Hiscox Claims Best Practices, identify trends, and recommend corrective actions.
• Prepare detailed Management Information (MI) and analytic reports; communicate findings to relevant stakeholders.
• Support the development and implementation of training and remediation plans.
• Foster a culture of excellence and continuous improvement within the claims function.
• Conduct and oversee Quality Assurance audits (both internal and third‑party) and review claims against Best Practice Standards and Regulatory Requirements.
• Undertake regular re‑review of assessor reviews to ensure calibration and scoring assessment.
• Produce regular reporting to claims management, identify areas of improvement, and facilitate remediation efforts.
• Recommend improvements for policies, processes, and procedures as part of a continuous improvement cycle.
• Identify training and development needs for the team.
• Maintain a sound understanding of relevant business classes, products, and services within the London Market.
• Maintain a sound understanding of relevant policies, processes and systems utilised by the London Market Claims function.
• Maintain an understanding of the legal and regulatory environment within which the London Market operates.
• Promote and deliver a continuous improvement culture within the Claims function to deliver superior service to policyholders, including strategic account reviews.

Qualifications

• Experience in Claims Quality Assurance review handling.
• Knowledge or experience working in the Lloyds London Market.
• Experience working across multiple internal and external teams, including third‑party suppliers.
• Strong people and relationship‑building skills, with the ability to influence and negotiate.
• Excellent communication skills, both oral and written.
• Ability to analyse complex issues while being pragmatic, commercial and solution‑oriented.
• Confidence in using own initiative and making decisions.
• Good commercial awareness.
• Excellent team‑working skills and the ability to supervise and coach other team members constructively and effectively.

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