Head of Claims Development & Operations

Practice Group / Department

Legal Services Management – Newcastle

Norton Rose Fulbright is a global law firm with over 3,000 lawyers advising leading corporations and financial institutions worldwide. With 50 offices across five continents, the firm is committed to unity, quality and integrity.

The Claims Team, headquartered in Newcastle, provides end‑to‑end claims and dispute management services, integrating technology‑enabled solutions across complaints handling, pre‑litigation, ADR and litigation support.

As Head of Claims Development and Operations, you will grow and enhance the firm’s volume claims and disputes offerings. You will collaborate with internal and external client teams to seize new business and product opportunities, oversee commercial success, and support teams across the global network.

• Design, implement and oversee operational strategies and service delivery for internal and external clients.
• Accountable for the financial performance, profitability and growth of the Claims Team.
• Lead talent development, recruitment and performance management with support from the Claims Team Manager.
• Drive service and commercial performance improvements, ensuring delivery meets regulatory, risk and quality requirements.
• Build relationships with senior stakeholders to engage in new business development opportunities and monitor market trends.
• Act as product owner for claims solutions or products, leveraging technology and innovation.
• Collaborate with pricing and business development teams to produce accurate requirements and competitive value for services.
• Design, produce and analyse client or internal case management data.
• Represent the firm at other NRF and client offices, acting as subject‑matter lead for volume claims operations across jurisdictions.

• Significant experience in claims operations, dispute management or high‑volume case management environments.
• Proven track record of developing and implementing operational and commercial strategies that drive growth, efficiency and client satisfaction.
• Experience identifying and securing new business opportunities and developing scalable service offerings.
• Strong commercial acumen and responsibility for service delivery, profitability and performance improvement.
• Proven leadership experience, with ability to build, manage and develop high‑performing teams.
• Strong stakeholder management and influence skills with clients, partners and senior leaders.
• Experience driving technology, automation and innovation initiatives to improve client outcomes and operational performance.
• Strong analytical, problem‑solving and data‑driven decision‑making skills.
• Excellent organisational, project management, planning, verbal, written and presentation skills.

• Experience with in legal services, insurance, financial services or other regulated environments.
• Experience with managed services, outsourcing or large‑scale operational delivery models.
• Knowledge of complaints handling, dispute resolution, ADR or litigation processes.
• Experience of digital transformation, workflow automation or AI‑enabled solutions.

We are proud to be an equal‑opportunity employer and encourage applications from individuals who can complement our existing teams. Our new enabled work model offers flexibility to work from the office or remotely, while continuing to deliver high standards of service. We provide family‑friendly and inclusive employment policies and support programmes to nurture the health and wellbeing of our people.

For tailored adjustments or accommodations during recruitment, please let us know.