Motor Claims Strategy Manager

• Lead the strategy and performance of NFU Mutual’s Motor claims business
• Shape customer experience, cost management and operational improvement at senior level
• Field based across regional locations which will require regular travel to our handling locations in York, Stratford, Bristol and Glasgow.

As Motor Claims Strategy Manager at NFU Mutual, you’ll define and deliver the Motor claims strategy, setting financial performance and member experience targets while supporting the wider claims strategy.
You’ll lead a team and work closely with Claims Operations, Supply Management, Propositions, Pricing, Underwriting and Reserving. Together, you’ll align Motor claims priorities with the wider company strategy and turn market insight into clear action.

You’ll lead business change as the business owner, covering technology implementation, supplier outsourcing, performance management, target setting, quality assurance and leakage auditing. You’ll balance claims cost, handling time, process touchpoints and customer outcomes, using management information and market insight to identify risks, opportunities and priority interventions.

You’ll also oversee technical standards, capability frameworks and supplier performance, provide expert recommendations to senior committees, and lead NFU Mutual’s response to Motor claims surge events. Through strong relationships with operational leaders, suppliers, agencies, brokers and industry contacts, you’ll deliver measurable improvements in customer experience, cost management and operational efficiency.

This is a national role which will require regular travel to our handling locations in York, Stratford, Bristol and Glasgow. Travel to supplier locations and market events (including London) will also be required. We would expect that at least 1 day a week is spent in one of our offices, but you should expect this to vary depending on demand.

You take accountability for setting a clear direction and delivering results, using sound decision making to turn strategy into practical action. Forward thinking and comfortable using your own initiative, you identify opportunities, challenge established approaches and prioritise effectively when customer, financial and operational demands compete.

As well as this, you engage stakeholders confidently and build constructive relationships across a complex organisation, bringing people with you through change and creating an environment where others can contribute, develop and perform at their best. Throughout your work, you maintain a clear focus on customer outcomes while following through on commitments and delivering to agreed standards.

To join NFU Mutual, you’ll also bring

• Detailed knowledge and wide experience of all aspects of Motor claims
• Strong leadership experience with a proven ability to influence effectively at senior level
• A proven track record of delivering key performance indicators and performance targets
• Experience of successfully leading change
• Market presence, knowledge and influence, which would be an advantage

At NFU Mutual, we support an inclusive workplace and value all the differences that make us unique. We celebrate the creativity and innovation that comes from diverse perspectives and experiences and share a common vision of doing the right thing for our customers and employees.

We recognise that some candidates may experience barriers during the recruitment process. So, we encourage candidates to discuss any adjustments or accommodations they need to be the best they can be throughout our recruitment process.

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