Head of Claims Service Delivery Job London area,Greater London England UK,Management

Location: Greater London

Job Description Are you looking for your next opportunity? Sompo has a unique opportunity for a Head of Claims Service Delivery in our Claims Operations team. The Head of Claims Service Delivery is accountable for both determining the optimal strategy for, and running, the end-to-end delivery of operational processing and continuous improvement, ensuring efficient, high-quality, and scalable operational services across the claims lifecycle.

The role drives consistent service performance, strong controls, and continuous improvement through well-run BAU processes, process optimisation, standardisation, automation enablement, and disciplined delivery of operational enhancements.

Location:

This position will be based out of our London office. We strive for collaboration which is why we offer a work environment where our employees thrive and develop long lasting careers. Our business, your impact, our opportunity:

What you’ll be doing :

1) Claims operations service delivery Own the operational delivery of claims processing services (e.g., FNOL administration support, document and diary management, bordereaux processing, data reconciliation where relevant, loss fund set-up and management, triage support, payments oversight, exception management, suspended message management, mass entry processing and oversight, joiners/movers/leavers processes, claims reversals, unallocated cash and month-end processes). Ensure operational workflows meet agreed service standards for timeliness, quality, and customer/market outcomes.

Maintain appropriate resourcing, workforce planning, and capacity management to meet volume demand and volatility (including CAT/event support where applicable). Establish clear operating procedures, handoffs, and controls to ensure consistent execution across teams and wider Sompo business functions. Oversee the day-to-day management of claims admin outsourcing partners and be the escalation point for material issues.

2) Service performance management and governance Define service KPIs, SLAs, and operational scorecards (e.g., turnaround times, backlog, rework, quality/error rates, payment timeliness, data completeness). Run a disciplined performance cadence (daily/weekly operational reviews, monthly performance packs, executive escalations). Identify operational risks and control issues early; implement corrective actions and preventative measures.

3) Continuous improvement and operational enhancement Own the development roadmap for Claims Operations, prioritising initiatives based on impact, feasibility, risk reduction, and customer outcomes. Lead end-to-end process improvement: mapping, simplification, standardisation, elimination of failure demand, and reduction in handoffs and rework. Drive automation and digitisation enablement in partnership with Technology and Data teams (workflow tooling, straight-through processing, document ingestion, rules-based controls, automation).

Establish benefits tracking and value realisation (time saved, cost to serve reduction, improved quality, cycle time improvements). Working with the Head of Claims Service Management, determine and own the optimal strategy for claims admin and processed with regard to outsourcing and location.

4) Operational controls, quality, and compliance Ensure robust operational controls around payments, authority checks, segregation of duties, data handling, record management, and audit evidence. Implement and maintain quality assurance for operational processes (sampling, calibration, root-cause analysis, corrective action). Partner with Risk/Compliance/Internal Audit to support testing, remediation, and audit readiness for operational controls.

5) Stakeholder and cross-functional delivery Partner with Claims leadership, claims handlers, technical complex claims, QA, Underwriting, Finance, Actuarial, IT, Data, Risk, and Compliance to align operational service delivery to business priorities. Provide clear executive communications on service performance, operational risks, and improvement progress. Where operations are supported by vendors/TPAs, partner with service management/vendor leads to ensure end-to-end service…