CLAIMS OPERATIONS MANAGER
LOCATION: LONDON
This career opportunity is available at Santam Syndicate 1918 for a Claims Operations Manager, who will be based in the UK & have a right to work in the UK.
WHAT WILL YOU DO?
The Claims Operations Manager drives performance, enhances process improvements, and supports the delivery of an effective customer focused claims service.
Reporting to the Head of Claims, it is a key role focused on stakeholder collaboration to develop and oversee proactive Claims Management and performance.
WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE?
Key responsibilities:
- To develop and lead the operational oversight of the claim function ensuring alignment with Company strategy, adherence to Lloyds Principles and regulatory requirements where required.
- To develop and monitor Claims operating model by review of existing processes, identifying improvements and implementing changes where appropriate to drive and create operational efficiencies.
- To continue to improve the governance and reporting framework across Syndicate Claims through ongoing review and development of MI, including KPIs, and tracking performance metrics to monitor and measure customer outcomes.
- To develop a robust oversight framework that monitors and manages all risks associated with delegated claims handling services (including Cover holders, TPAs and other outsourced partners) ensuring adherence to approved frameworks, authority limits, and required standards.
- To build and develop relationships with key stakeholders across Santam including Underwriting, Finance, Risk, Compliance, Legal, Internal Audit, Operations and Actuarial.
- To act as Claims representative on inter-departmental initiatives, building relationship within the Santam Group to ensure timely and accurate reporting within agreed timelines.
- Where required, co-ordinate and monitor development of systems design and change process.
Key deliverables:
- To develop and lead the operational oversight of the claim function ensuring alignment with Company strategy, adherence to Lloyds Principles and regulatory requirements where required.
- To develop and monitor Claims operating model by review of existing processes, identifying improvements and implementing changes where appropriate to drive and create operational efficiencies.
- To continue to improve the governance and reporting framework across Syndicate Claims through ongoing review and development of MI, including KPIs, and tracking performance metrics to monitor and measure customer outcomes.
- To develop a robust oversight framework that monitors and manages all risks associated with delegated claims handling services (including Cover holders, TPAs and other outsourced partners) ensuring adherence to approved frameworks, authority limits, and required standards.
- To build and develop relationships with key stakeholders across Santam including Underwriting, Finance, Risk, Compliance, Legal, Internal Audit, Operations and Actuarial.
- To act as Claims representative on inter-departmental initiatives, building relationship within the Santam Group to ensure timely and accurate reporting within agreed timelines.
- Where required, co-ordinate and monitor development of systems design and change process.
QUALIFICATIONS AND EXPERIENCE:
- At least 8 years’ experience in a similar role within Lloyd’s and or Company Market.
- Proven experience delivering claims-related projects and operational change initiatives.
- Excellent written and oral communication skills.
- Strong people skills to work effectively and professionally with diverse groups at all levels across the business.
- Must be able to self-lead effectively and work effectively both independently and with teams.
- Confident working with systems, data, and process improvement initiatives.
KNOWLEDGE AND SKILLS:
- Delivering results and meeting customer expectations
- Strong communication and interpersonal skills
- Organisation and multitasking
- Confidentiality and professionalism
- Excellent communication skills (verbal and written)
- Proactive problem-solving
- Financially literate within insurance and Lloyd’s reporting, KPIs etc
- Proficiency in Microsoft Office Suite (MS Office, Teams, booking systems)
- Ability to work independently and as part of a team
PERSONAL ATTRIBUTES:
- A self-starter with ability to Initiate action and be proactive
- To have strong organisational and time management
- Ability to collaborate with all stakeholders – internal and external
- Ability to manage upwards and influence
- To have strong attention to detail
- To have a client and outcomes focus
- To be flexible and adaptable
WHO WE ARE:
Santam syndicate 1918 is a new wholly owned and capitalised entity of Santam Insurance, the largest insurance company in South Africa with a 107-year heritage. 1918 is strategically important in expanding and developing Santam’s international footprint, through access to the London market talent, distribution network and Lloyd’s global insurance and reinsurance licenses.
Our syndicate is a London managed and run business, with a strong, experienced leadership team, focused on underwriting discipline, whilst allowing our teams to feel empowered and accountable for their actions. We are building a collaborative team where underwriting, claims, actuarial and other functions work closely, to help achieve superior underwriting results
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