Senior Delegated Claims Specialist

Main purpose of job:

Working as part of the DUA team, responsible for the management and governance of delegated claims administrators (DCA) including due diligence, onboarding, agreements, declarations, ongoing oversight.

Review and upload claims bordereaux, providing insights to relevant underwriting and non-underwriting stakeholders including Claims, and contributing to relevant regulatory returns and internal reporting.

Coordinating internal and external DCA audits, tracking remediation of actions through to completion. Working closely with the DUA team and Compliance in ensuring compliance with applicable regulatory standards, such as conduct risk oversight.

Contributing to the operational resilience requirements relevant to DCAs.

Key tasks:

1) DCA Onboarding and Oversight

• Manage the onboarding of new and renewed DCAs
• Maintain oversight of DCA performance through review of SLAs, complaints, issue resolution.

2) Audit and Governance

• Coordinate internal and external DCA audits (including DAM-led).
• Manage the claims auditor panel and annual reviews.
• Review and sign-off on completed audits.
• Track actions arising from audits through to remediation.

3) Bordereaux Management and Reporting

• Review and upload claims bordereaux within the system (VIPR Intrali), liaising with relevant DCAs to ensure data quality is maintained.
• Utilise bordereaux data to extract valuable insights and to complete relevant regulatory returns (e.g. Solvency II/Solvency UK).
• Produce MI, KPIs, trend analysis and Conduct Risk reporting.

4) Operational Resilience

• Contribute to the operational resilience oversight of coverholders and DCAs, ensuring relevant review of DCA processes, procedures and systems in the context of Operational Resilience.

5) Stakeholder Management

• As part of the DUA team, maintain strong relationships with key stakeholders including Claims, Underwriting, Compliance and Operations.
• Attend relevant internal and external meetings, including DA and Conduct Risk Oversight meetings.

Key personal skills required:

• An experienced and hands-on market practitioner with strong organisation skills, able to balance multiple priorities.
• Strategic mindset, focused on continuous improvement.
• Strong communication and stakeholder management skills, able to effectively communicate at all levels.

Key technical skills required:

• Experience in delegated claims authority oversight in the London/Lloyd’s market.
• Strong knowledge of claims processes and regulation.
• Systems experience in cover holder and bordereaux management software preferred (e.g. VIPR).
• ACII qualification preferred.