Operational Delivery Lead - Claims Management

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.