Claims Operations Manager UK/MENA

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 …