London | Permanent -

About us

HDI is a Corporate & Specialty Insurer part of the Talanx Group. With over 120 years of experience, HDI operates across five continents, around 40 countries and employs over 5,000 people worldwide.

The role

The Head of Claims Operations is a key member of the UK&I Claims Leadership team supporting the Chief Claims Officer in setting the overall Claims strategy and operational delivery across UK&I.

The position manages the Corporate and Specialty Claims Operations teams by providing strategic direction and support to the two Team Managers as they deliver claims operational services, outsourced TPA claims processing and transactional claims handling.

Reporting to the CCO, the Head of Claims Operations will look to improve process as the ONE Claims model continues to evolve, aligning process in Specialty and Corporate where possible. This will include regular reviews of transactional claims handling aiming to improve efficiency and increase service level for our brokers and customers

Key accountabilities

Claims Leadership

• The Head of Claims Operations is a key member of the UK&;;I Claims Leadership team supporting the CCO in setting the Claims strategy and operational delivery across UK&I.
• Provide leadership to the Claims Operations team identifying opportunity for process improvement and where possible alignment across Corporate and Specialty including transactional claims handling.
• Regularly update the UK&;I Claims Leadership team on all areas of Claims Operations including the development of common KPIs spanning Corporate and Specialty.

Excellence in Claims Operations

• Drive excellence across Corporate and Specialty Claims Operations.
• Share best practice across Corporate and Specialty Claims Operations including development of staff.
• Establish and maintain appropriate systems for monitoring, measuring and reporting on operational performance.
• Work closely with the Operations team to share best practice across Operations and Claims Operations.
• Review and approve Claims Operations processes annually.
• Work with Home Office and across other branches to support global initiatives, improve processes and share best practice.

Claims Systems

• Be the business owner for UK&I Claims systems. This includes being the key point of contact within UK&I for ICP and any other new systems.

Data Quality

• Work closely with the Head of Claims Performance and the Claims Directors in creating a common MI set to support Claims Managers at all levels with steering.
• Drive data quality within UK&I Claims, monitor data quality within the department.

People & Culture

• Be the Line Manager for the two Claims Operations Team Managers, providing guidance, support and empower them as they manage their teams.
• Define team objectives and allocate responsibility throughout the team, undertake regular evaluation and feedback on individual performance outcome, this includes conducting regular performance review meetings.
• In co-ordination with the HR team, be responsible for the recruitment, selection and on-boarding employees within the team.
• Identify skills gaps and training requirements of the function.
• Provide the people within the function with the opportunities, training and experience to expand their knowledge and improve their skills.
• Manage and strengthen effective relationships with internal and external stakeholders, influencing to encourage better business decisions.
• Promote & deliver a culture of open communication, collaboration and continuous improvement; mentoring and sharing technical expertise with colleagues to deliver a superior service.
• Act as an ambassador of the company, raising our profile in the market and actively strengthening our claims reputation.

Business Transformation & Process Improvement

• Drive the implementation of ONE HDI in UK&I Claims. Where possible find alignment in systems and process across the three UK Operating entities and Ireland.
• Work with UK&I Claims Leadership Team to identify and enhance processes across the function.

Project Management

• Oversee and deliver functional projects and contribute to any Branch/Group-wide projects.
• Actively input and where relevant lead wider projects assigned by the UK&I CCO and support other members of the UK&I Claims Leadership Team.

Skills & experience

• Proven Claims market experience
• Account management and people management experience
• A firm understanding of the key principles and practices of the London Market.
• Must understand the claims process and its complexities and variations from first advice to final settlement.
• Knowledge of the different broking procedures and claims reporting.
• Proven Vendor/Expert Management experience.
• Up to date understanding and practice of the technical/legal requirements of the role.
• Excellent knowledge of all specific IT applications used in the role this includes external systems such as ECF2.
• Strong analytical skills and the ability to interpret financial information sensibly to ensure accurate and consistent information is being provided at all times.
• Be able to influence opinion to achieve desired outcomes.
• The ability to make sound judgments under pressure.
• The position may in time require budget management.

Other

As an equal opportunities employer, we are committed to creating an inclusive environment for all employees, recognising that a diverse and inclusive workplace is a creative and prosperous one.

If you require support with your application, please contact UK&IRE_Recruitment@hdi.global

Apply by 15/08/2025

Reference: HDI00508