Head of Claims Operations

Overview

About us

ERS Syndicate 218 at Lloyds is managed by Starr. We are the UK’s largest specialist motor insurer with an A+ rating and have been making motoring passions and livelihoods possible since 1946. We work exclusively with motor insurance brokers to help get under the skin of the most difficult insurance risks, helping build products to meet their customer’s needs.

Starr is a global insurance and investment organisation providing property and casualty insurance solutions to business and industry. Starr has grown into one of the world’s fastest‑expanding insurance organisations, writing business in 128 countries across six continents. Our talented and experienced associates manage risk and ultimately support the profitable growth of organisations in a dynamic, competitive and ever-changing marketplace. Join us and become part of our talented and passionate workforce.

Our hybrid working model will consist of 3 days per week in the office and 2 days working remotely. Teams can coordinate specific in‑office days to support collaboration and flexibility.

To provide leadership and strategic direction to a number of specialist operational teams. Responsible for all aspects of operational performance;

• Service delivery
• Expense management
• Indemnity cost control
• Quality and compliance with regulatory and internal policy and process guidelines

• Provide strategic leadership and direction to a team of Operations Managers, ensuring delivery against business objectives, service standards, productivity targets, regulatory requirements and key performance measures.
• Lead the development and execution of operational strategies that drive service excellence, efficiency, scalability and continuous improvement across all areas of responsibility.
• Champion operational transformation and process optimisation initiatives, conducting regular reviews of end‑to‑end claims processes to enhance customer outcomes, operational effectiveness and cost efficiency.
• Establish, review and maintain operational service level agreements (SLAs), ensuring they remain aligned to business priorities, productivity expectations and evolving automation capabilities.
• Maintain oversight of operational compliance with Consumer Duty requirements, ensuring customer outcomes remain central to decision‑making and service delivery.
• Forecast, manage and control departmental budgets, ensuring effective allocation of resources and delivery of financial objectives.
• Ensure robust governance frameworks are in place to manage operational change, including the implementation, documentation and ongoing review of new processes and controls.
• Maintain strategic oversight and effective management of designated supply chain partners, ensuring performance, service delivery and contractual obligations are consistently met.
• Drive operational performance through the effective leadership of Operations Managers, ensuring continuous improvement in productivity, quality, customer service and colleague capability.
• Develop and implement workforce and talent strategies aligned to the organisational competency framework, building current and future capability through succession planning, talent identification and leadership development.
• Ensure a consistent and proactive approach to performance management across all teams, supporting line managers to effectively address underperformance and implement meaningful development plans.
• Maintain awareness of relevant legislation, regulatory expectations, case law and market developments, ensuring operational practices remain compliant, competitive and aligned to industry best practice.
• Act as a key member of the Swansea Operations Leadership Team, contributing to wider business strategy, decision‑making and organisational development initiatives.
• Lead by example in promoting and embedding ERS values, ensuring all activities are delivered with integrity, professionalism, accountability and a commitment to excellence.
• Produce and present regular operational performance analysis and management information, providing insight to support governance forums, management committees and strategic decision‑making.
• Undertake…