Job title: Head of Claims Operations & Transformation

Salary: £100,000

Location: UK-based

PURPOSE OF ROLE

Our client, a well-established and growing insurance broking group, is seeking a Head of Claims Operations & Transformation to lead a significant operational reset of its UK retail claims function. This is a high-impact senior leadership appointment, reporting directly to the COO, created to transform the claims operation from a legacy, locally driven structure into a centralised, triage-led, performance-driven operating model.

You will hold full accountability for day-to-day operational performance, structural redesign and the successful transition to a new claims target operating model, ensuring stability, control and measurable improvement is maintained throughout the change programme. This is a genuine transformation mandate with the scope, backing and visibility to reshape how the entire claims function operates, suited to someone who wants responsibility, impact and stretch rather than a steady-state role.

KEY AREAS

• Operational Leadership – owning day-to-day performance across all claims handling pathways whilst transitioning legacy structures into a centralised model
• Structural Implementation – redesigning team structures, reporting lines and spans of control, and delivering the claims target operating model
• Performance & Capacity Management – embedding workload discipline, forecasting and performance reporting across the function
• Systems & Workflow – simplifying end-to-end claims processes and driving automation in partnership with IT and data teams
• Governance & Operational Risk – maintaining consistent standards, regulatory compliance and audit readiness throughout the transformation

RESPONSIBILITIES

• Provide senior operational leadership across all claims handling pathways, embedding clear ownership, escalation routes and workload controls
• Transition legacy operating structures into a centralised, triage-led model whilst maintaining operational stability
• Redesign reporting lines, spans of control and team structures, realigning teams into defined handling pathways
• Establish and embed central triage and allocation processes with clear role expectations and performance standards
• Deliver the claims target operating model from design through to full implementation
• Monitor control effectiveness and E&O trends, ensuring regulatory compliance and robust documentation across claims operations

DAY-TO-DAY

• Overseeing operational performance and service delivery across all claims pathways
• Implementing structured caseload and workload discipline, leading demand forecasting and workforce capacity planning
• Developing and embedding operational dashboards and performance scorecards to drive improvements in productivity, cycle time and service efficiency
• Enhancing cost-to-serve visibility and service proportionality across the function
• Redesigning and simplifying end-to-end claims processes, embedding structured routing, escalation triggers and system controls
• Reducing manual workarounds and inconsistent local practices
• Partnering with IT and data teams to enable automation and workflow improvements

EXPERIENCE

• Senior operational leadership experience within claims or a regulated service environment
• Proven experience delivering structural and workflow transformation
• Track record of implementing centralised operating models across multi-site teams
• Experience leading operational change and embedding accountability at scale
• Ideally, a background within UK general insurance claims operations
• Desirable: familiarity with Acturis or similar claims management systems, experience of large-scale operating model transformation programmes, and exposure to Lean, continuous improvement or operational excellence methodologies

SKILLS

• Strong and credible leadership presence, with the ability to drive an accountability and performance culture
• Structured, disciplined approach to operational control
• Strong capability in performance management, demand forecasting and capacity planning
• Data-literate and analytical, with a focus on data-driven decision making
• Clear and confident communicator across all levels of the organisation
• Comfortable operating in complex, changing environments

If you have the relevant experience or know someone who does, please contact Joe Cappalonga on 07458 162842 or email joe@lawesgroup.co.uk