Claims Operations Manager

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Do you have experience managing a claims team or support function? Come and join us and take responsibility for the strategic development and day‑to‑day provision of our central support services team to the UK claims function here at Markel.

What part will you play? If you’re looking for a place where you can make a meaningful difference, you’ve found it. The work we do at Markel gives people the confidence to move forward and seize opportunities, and you’ll find your fit amongst our global community of optimists and problem‑solvers.

It’s an exciting time to join Markel UK as our business grows, and we have a great opportunity for a UK Claims Operations Manager to join our team in either Leeds or Manchester (with some UK travel required). We can offer hybrid working plus a great starting salary and generous annual bonus along with a comprehensive benefits package.

The UK Claims function aims to be the market leader in the provision of an efficient, cost‑effective, creative and professional service to our brokers, policyholders and clients. We strive to be proactive and flexible in the management of claims whilst maintaining our integrity. Our vision is to be the most customer‑focused, nimble and value‑adding claims team in the market.

This role will form part of the UK Claims Leadership team, reporting directly into the Claims & Legal Services Director. You will join a close‑knit, established team dedicated to driving the highest standards of claims service.

• Day‑to‑day management of the claims team staff (excluding direct customer claims handling).
• Promote a culture that provides both challenge and support to each team member in pursuit of a consistent and high‑quality claims service.
• Oversee the Claims Administration Support Team, ensuring adequate support during surges, appropriate workload distribution, performance recognition and timely resourcing.
• Responsible for all MI production within the division, providing:
• Weekly and monthly MI on financial movements, new claims, claim counts and related data.
• Monthly and quarterly critical data.
• Performance reports for delegated claims arrangements, panel solicitors, loss adjusters and other service providers.
• Customer journey reports from first contact to claim completion.
• Support to the Head of Insurance Claims and Head of Tax & Legal Expenses Claims in collating and monitoring MI to identify trends or issues for senior teams.
• Oversee and govern delegated arrangements across the UK claims function, ensuring claim control, visibility, regulatory compliance, and alignment with Markel’s Claims Philosophy.
• Manage the Claims Journey Audit process, driving continuous improvement and expanding audit scope, including integration with Markel Law.
• Support the Claims Leadership Team on emerging ad‑hoc claims projects to improve customer service across the UK.
• Represent the UK claims operation on cross‑team committees and projects, acting as the key contact between UK Claims and central regulatory teams.

• Experience with in an insurance operations environment, preferably commercial insurance.
• Experience overseeing and implementing operational change.
• Previous experience leading a team.
• Proven leadership capability and people‑management skills with demonstrable ability to develop and train team members.
• Ability to manage technical specialists without necessarily possessing that technical specialism.
• Experience leading independently and taking responsibility for decisions that improve the team and business offering.
• Excellent written and spoken communication skills in English.
• Demonstrable IT skills (MS Office, Word, Excel) and willingness to learn all necessary in‑house systems.
• Excellent attention to detail.
• A strong focus on systems and processes with a commitment to change and process improvement.
• Experience in data analysis and metric monitoring (desirable).

• Great starting salary plus generous annual bonus and a strong benefits package.
• 25 days paid holiday plus bank holidays, with the opportunity to buy/sell extra leave.
• Comprehensive…