Claims Manager

Position Summary The Claims Manager owns the end-to-end technical processing, market entries, and financial settlement monitoring for a portfolio of Lloyd's and London Market insurance claims. This critical operational role handles a dual-location model. You will manage a highly specialized technical advisory and advocacy team in London, while structurally governing the output, SLA metrics, and data validation processes of an offshore processing delivery hub in Mumbai. Location: London - UK - Fenchurch What will your job entail? Key Responsibilities

• Dual-Location Team Leadership & Governance
• London Team Management: Lead, mentor, and upskill London-based technicians handling complex queries, advocate escalations, and high-value technical checks.
• Mumbai Hub Oversight: Drive operational excellence, productivity, and output consistency within the Mumbai offshore team.
• Workflow Synchronisation: Establish seamless handovers and global resource allocation between London and Mumbai to guarantee continuous query resolution visibility.
• Culture & Training: Implement joint training sessions to bridge cross-border knowledge gaps.
• Cross-Department Liaison: Collaborate closely with the Binders team in connection with new and renewing binders to ascertain if there's a TPA, Loss Fund or DCA agreement, to establish and maintain the necessary workflow.
• Technical Processing & London Market Compliance
• Systems Mastery: Oversee data integrity and transaction speed across ECF (Electronic Claim File), CLASS, and the IMR (Insurance Market Repository).
• Market Reform Compliance: Ensure all processed claims conform strictly to the latest MRC (Market Reform Contract) specifications.
• Modernisation Readiness: Act as the operational champion for Blueprint Two digital transformations, transition to Velonetic platforms, and structured digital data entry formats.
• Quality Assurance: Design and execute a strict QA framework to review data entry, cash allocations, and query management against market errors.
• Client Advocacy & Bureau Relations
• Escalations Point: Act as the primary escalation point for key internal stakeholders (coverholders, senior management) as well as for any severe processing friction between the TPA, Xchanging/Velonetic, and syndicate underwriters.
• Collections Monitoring: Accelerate funds collection, tracking aged debt, technical queries, and cash allocation blockages to optimize working capital.
• Communication and Reporting: Monitor and manage communications with internal and external stakeholders to facilitate smooth information flow and operational effectiveness. Experience, Skills, And Qualifications Technical & Market Experience
• Demonstrable experience within a Lloyd's/London Market broker environment, with a heavy emphasis on technical processing operations.
• Advanced, hands-on knowledge of ECF, CLASS, IMR, and core bureau account reconciliation processes. Leadership & Operations Capability
• Demonstrated success managing hybrid or dual-location teams (specifically onshore-offshore setups like UK-India).
• Deep understanding of defining, measuring, and reporting on KPIs and SLAs (Turnaround time, First-time match rates, Error reductions).
• Excellent visual communication skills to present metrics clearly to senior executives and clients.