Head of Claims Operations - UK & MENA

Role Title: Head of Claims Operations – UK & MENA

Department: Claims

Team: Claims Operations

Location: London

Type: Permanent

About the Role:

We are seeking a dynamic and forward-thinking Head of Claims Operations to join our team and play a pivotal role in designing and implementing a strategic target operating model for our UK & MENA Region. The role will seek to drive operational efficiencies through the use of process, data and technology in order to support performance of our market-leading UK & MENA claims function.

As the Head of Claims Operations, your primary responsibilities will be to lead a high-performing onshore operations team and offshoring structure, whilst focusing on leveraging data, technology and operational strategies to streamline processes and improve ways of working for our London and Dubai offices .Working closely with the Global Head of Claims Operations, this role will be critical in ensuring that we continue to evolve our approach to claims, transforming the way we work and delivering measurable results for the business.

This is a unique opportunity to collaborate with key leaders, including the Head of UK & MENA Claims and the Claims Leadership team, as well as forming part of the Global Claims Operations leadership structure working with regional and strategic counterparts to pursue execution of both local and global initiatives.

About the Department & Team:

Our Global Claims Operations function is an innovative and collaborative team, with regional representation across multiple locations to ensure that we can meet the diverse needs of our customers and stakeholders. This includes our Strategic Operations and Claims MI teams that support execution at both local and global levels, ensuring the consistent delivery of high-quality outcomes for claims. By working as one unified team closely aligned to technology, data and delivery partners we’re able to deliver consistent, high-performing results globally, while still respecting and addressing the specific requirements of each local market.

Our team is formed of individuals with diverse expertise and backgrounds, including those with technical claims handling experience, business analysis skills, strategic backgrounds and more. This variety of perspectives allows us to leverage our different skill sets to create the best outcomes for our teams.

Key Responsibilities:

Reporting to the Global Head of Claims Operations and the Head of Claims UK & MENA, the role will focus on management and delivery of both core and strategic operations, MI and technology priorities for claims.

This will include:

• Working closely with UK & MENA Claims and the Global Head of Claims Operations to continue to improve the Target Operating Model for claims across the region
• Your role as a key member of the Global Claims MI, Ops and Technology committee and Claims Operations leadership team, supporting both local delivery as well as partnering on those initiatives that also have global benefit
• Leading and managing a team of operations professionals, ensuring alignment with the business’s strategic objectives, including fostering a culture of high performance and talent development
• Management of the claims offshoring model for the region including creating a strategic pipeline for, and execution of, further transition opportunities
• Monitoring and reporting on operational performance, providing insights and recommendations for ongoing improvements and adherence to SLA’s
• Partnering with our Risk and Internal Audit teams to ensure continuous adherence to and development of the risk and control framework for Claims
• Alignment with our wider operations function in the region to ensure consistency of end-to-end operational capabilities and claims support
• Driving continuous improvement initiatives to enhance the efficiency and effectiveness of the claims process through the integration of technology and streamlined workflows
• Champion the adoption of new technology and artificial intelligence solutions that enhance operational effectiveness, reduce costs, and improve the customer experience.
• Navigate and overcome complex operational challenges to improve claims resolution times, enhance customer satisfaction, and streamline workflows.
• Supporting delivery work for Multinational or Delegated claims initiative where necessary
• Establishing strong communication channels with stakeholders from across the region
• Partnering with the wider business as a claims representative in evolving projects
• Championing new standards and toolsets for use within Claims

Skills and Experience:

• Proven management experience in claims operations with a focus on developing and implementing operational models that drive efficiency and performance gains
• Strong leadership skills, with experience managing and developing teams preferred
• Management of offshore claims operations teams, including develop and execution of further phased work transitions, desirable
• Excellent understanding of Lloyd’s & London Market operating models
• Ability to test / challenge assumptions using a variety of methods including interviews, document analysis, workshops and business process mapping
• Previous involvement in technology implementation or enhancements, Guidewire experience desirable
• Understanding of control frameworks, operational resilience and risk in Claims
• Able to successfully engage and deliver on tasks for multiple initiatives simultaneously
• Ability to work in a team, to effectively solve complex business problems, working with non-direct reports and stakeholders from across the business
• Ability to articulate complex problems, recommendations and solutions in a simple and logical manner
• Embrace and champion change and growth
• Strong analytical, organisational and problem-solving skills
• Excellent verbal and written communication skills

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-inclusion-wellbeing/diversity-and-inclusion