Operational Delivery Lead - Claims Management

Overview

About The Role The Senior Manager – Claims Management Delivery Lead is responsible for owning service performance and leading the end-to-end execution of claims management across pre-assessment, case handling, and final review within the financial services sector. The role is accountable for ensuring delivery across in-scope service areas meets contractual KPIs, SLAs, and quality expectations in a highly regulated environment. As a senior, client-facing leader, you will drive operational excellence, protect customer outcomes, and maintain robust controls and quality standards while fostering strong internal and external stakeholder relationships.

• Lead daily claims operations, overseeing delivery across pre-assessment, case handling, and final review while managing performance against KPIs and SLAs.
• Oversee Team Leads/Managers, ensuring strong leadership alignment, performance, and delivery across production and quality.
• Analyse MI to identify trends, risks, and opportunities, driving continuous improvement and remediation actions.
• Engage regularly with clients and internal stakeholders to manage relationships, resolve issues, and remove delivery blockers.
• Embed strong controls, quality frameworks, and support change initiatives within a regulated FS environment.

• Proven experience leading financial services claims operations within a managed service environment.
• Demonstrated leadership in regulated environments, with a focus on performance, quality, and control frameworks.
• Strong MI and analytical capability, with experience driving performance improvements and remediation.
• Excellent stakeholder management and communication skills, including client-facing experience and handling complex conversations.
• Proven people leadership with experience building and managing high-performing teams and leading change initiatives.

No matter where you may be in your career or personal life, our benefits are designed to add value and support, recognising and rewarding you fairly for your contributions.

We offer a range of benefits including empowered flexibility and a working week split between office, home and client site; private medical cover and 24/7 access to a qualified virtual GP; six volunteering days a year and much more.