General information




City: London, UK




Country: United Kingdom of Great Britain and Northern Ireland




Creation Date: 30-Oct-2026




Employment Type: Permanent




Employment Type: Full time




Ref #: 1234573670




Description & Requirements




Role Title: Claims Operations Manager




Department: Claims




Team: Claims Operations (UK/MENA)




Location: London




Reporting to: Head of Claims Operations (UK/MENA)




Type: Permanent




About the Role:



Reporting to the Head of Claims Operations - UK & MENA, the Claims Operations Manager is responsible for leading the delivery, performance and continuous improvement of the Claims Operations function across the UK & MENA region.



The role provides leadership and oversight of the London-based Claims Operations team and associated offshore operational support functions, ensuring the delivery of high-quality, efficient and scalable services that enable Claims teams to focus on technical decision-making and customer outcomes.



Combining operational leadership with strategic thinking, the role is accountable for operational performance, resource planning, quality assurance, governance and process optimisation across the end-to-end claims lifecycle. The Claims Operations Manager will play a key role in shaping the future operating model of Claims Operations, identifying opportunities to simplify processes, enhance controls, leverage technology and improve service delivery.



Working closely with Claims Leadership, Technology, Finance, Delegated Authority, Underwriting Operations and third-party service providers, the role will use data, insight and stakeholder collaboration to drive operational excellence, strengthen capability and support the delivery of the Claims strategy.



The successful candidate will foster a high-performance culture focused on accountability, continuous improvement, innovation and customer service while ensuring strong operational governance and regulatory compliance across all activities.




About the Department & Team:



The Claims Operations team in London provides dedicated operational support to the UK & MENA Claims team, who handle claims across multiple lines of business and distribution channels. By managing administrative activity both onshore and offshore, the team enables claims handlers to concentrate on technical decision-making whilst simultaneously providing key services to our other internal and external customers.




Key Responsibilities:




Operational Leadership

• Manage day-to-day claims operational delivery across onshore and offshore teams, ensuring service levels, quality standards and business objectives are consistently achieved.

• Line managing the Senior Claims Operations Technicians and working closely with the Claims Optimisation Specialist.

• Own workload management, resource planning and capacity forecasting to ensure operational resilience and effective service delivery.

• Oversee the effective allocation and intake of work, ensuring processes are efficient, scalable and aligned to business priorities.

• Act as the primary escalation point for complex operational issues and service delivery challenges.

• Embed consistent, standardised ways of working across all operational activities. Responsible for ensuring all operational tasks are documented to the highest standards through SOPs, process maps, decision trees.

• Ensure operational resilience and business continuity plans remain effective and regularly tested.

• Acts as the operational representative on cross-functional initiatives and projects, having the ability to articulate departmental priorities with confidence, credibility, clarity and professionalism, while representing the department to the highest standard.

• Act as the representative for Claims Ops at the First and Third Party team meetings, where you will deliver key operational updates to the wider Claims teams.




People Leadership

• Provide coaching, mentoring and performance management to team members, supporting individual development and succession planning.

• Build operational capability across the team through knowledge sharing, cross-training and continuous development initiatives.

• Foster an inclusive and collaborative working environment that encourages engagement, innovation, continuous learning and professional growth.

• Conduct regular performance reviews, coaching and development conversations.

• Support recruitment, onboarding and talent development activities within Claims Operations.




Continuous Improvement & Transformation

• Drive a culture of continuous improvement across Claims Operations, proactively identifying opportunities to enhance efficiency, standardise processes, strengthen controls and improve customer outcomes.

• Lead operational improvement initiatives from concept through implementation, ensuring measurable business benefits are achieved.

• Work closely with the Head of Claims Ops and the Claims Optimisation Specialist on strategic change programmes across Claims. This may be driven by Claims Ops UK/MENA team or the Global Claims Ops Strategy team.

• Review workflows, procedures and operating models to identify inefficiencies, manual processing and control gaps.

• Support the adoption of automation, digital solutions and AI-enabled capabilities to improve operational effectiveness and scalability.

• Promote data-led decision making and operational excellence methodologies.




Operational Performance & Data Insight

• Analyse operational trends, service metrics and capacity data to identify risks, opportunities and areas for improvement - for both onshore and offshore operations.

• Lead KPI meetings with the Claims team where actions are recorded and you have identified trends and opportunities that require discussion.

• Use data-driven insights to support operational decision-making and prioritisation.

• Establish performance measurements and monitor delivery against agreed objectives and service levels.

• Present performance updates and recommendations to senior stakeholders.




Governance, Risk & Controls

• Ensure robust operational controls, governance processes and quality assurance frameworks are maintained.

• Support the Head of Claims Ops in building out and continually evolving our Quality Control framework, attending meetings with our London QA team to discuss performance and identify ways of improving processes and tightening controls with the data provided.

• Oversee quality control activity across onshore and offshore teams, ensuring work is completed accurately, consistently and in line with established standards.

• Maintain and continuously improve operational procedures, process documentation and standard operating procedures. Ensure compliance with regulatory requirements, internal policies and delegated authorities.

• Supporting the Head of Claims Operations with various Risk events/initiatives. Represent Claims Operations within cross-functional projects and governance forums.

• Support internal and external audits, ensuring recommendations are implemented and embedded effectively.

• Proactively identify operational risks and implement appropriate mitigation and control measures.




Supplier & Offshore Management

• Act as the day-to-day manager and POC for our offshore Claims Operations team. Helping to resolve any operational issues and risks that arise.

• Manage relationships with offshore partners and third-party suppliers.

• Monitor supplier performance against agreed KPIs and SLAs.

• Identify opportunities to improve service quality, efficiency and value.

• Support onboarding of new operational partners where appropriate.




Skills & Experience:

• Experience of leadership in a Claims Operations team within the London Market, with direct accountability for service delivery, KPIs, SLAs and MI in a fast-paced environment.

• Strong technical knowledge of London Market and Company Market claims processes, with hands-on use of Claims Centre, ECF2, Iris or Genius.

• Experience managing TPAs, Bordereaux processing and operating within the Delegated Authority environment.

• Experience overseeing outsourced or offshore operational teams, including vendor and service-provider performance management.

• A track record of driving continuous improvement - challenging existing processes and leading change, automation or AI-enabled initiatives - with examples of measurable efficiency or quality gains.

• Strong operational governance, controls, quality assurance and risk management experience, able to evidence how issues were identified and remediated.

• Evidence of inclusive, high-performing leadership - coaching and developing a team - plus experience representing the department in cross-functional projects.

• Excellent stakeholder management and communication skills, with examples of influencing senior stakeholders and producing clear written material.

• Strong analytical and problem-solving ability, with examples of resolving ambiguous or complex operational issues.

• Commercially minded, able to demonstrate how operational decisions were balanced against customer outcomes, risk and business objectives.

• Acts with integrity and sound judgement, with examples reflecting Liberty's values in practice.




About Liberty Specialty Markets (LSM)



Liberty Specialty Markets is part of Global Risk Solutions and the broader Liberty Mutual Insurance Group, which is a leading global insurer. We offer a breadth of world-class insurance and reinsurance services to brokers and insureds in all major markets.



Our people are key to our success. That is why "Put People First" is one of the five Liberty values which unite us as a global organisation. We bring this to life for our colleagues through:

• Offering a vibrant and inclusive environment and committing to their career development.

• Promoting diversity, equity and inclusion (DEI). Our Inclusion Matters framework and employee-led networks strengthen the diversity of our workforce and our inclusive environment.

• Reinforcing that collaborating together to share our unique perspectives help us make better decisions, deliver innovative solutions and pursue our ambitious goals. A supportive culture, which includes promoting a healthy work-life balance and working flexibly.



For more information, please follow the links below:




https://www.libertyspecialtymarkets.com/gb-en/careers/working-for-us




https://www.libertyspecialtymarkets.com/gb-en/careers/diversity-equity-and-inclusion