Administration & Secretarial, Fulltime, Permanent

Claims Director


This crucial role involves spearheading our Claims team towards achieving optimized results in Claims Loss Ratio, Expense Ratio, and Customer Outcomes, all while ensuring compliance and fostering a forward-thinking approach to the future. Whilst we’re ideally looking to offer this role on a permanent basis, we are also open to discussing the possibility of an interim appointment, please specify your preferences on your application.   

Job Responsibilities:

  • Inspire and lead the Claims team in the delivery of all internal claims-related activities.
  • Collaborate seamlessly with leaders and colleagues across Insurance and the wider Group to support organisational strategy and deliver exceptional customer experiences.
  • Lead the development and implementation of the Claims strategy, playing a vital role in shaping the overall Insurance strategy.
  • Drive the Claims team to deliver optimised outcomes in claims indemnity spend, consistently outperforming industry peers.
  • Effectively m
  • Continuously review Claims policies and processes through customer feedback, benchmarking, and ongoing monitoring of market trends.
  • Own and manage the operational budget and forecasting, collaborating closely with the Insurance CFO and wider Leadership Team.
  • Actively monitor, manage, and escalate material risks, staying abreast of internal and external business trends.
  • Proactively ensure effective Claims systems, procedures, and controls are implemented to meet regulatory and operational requirements.
  • Adhere meticulously to regulatory frameworks related to claims management
  • Serve as the nominated regulatory person accountable for claims outcomes.
  • Produce comprehensive management information to support governance committee reviews.
  • Manage claims and operational spend to achieve leading combined operating ratios.
  • Develop and oversee the extensive motor and home claims supply chain, emphasizing service delivery and claims cost control metrics.
  • Represent Claims leadership at board meetings, covering CHMC, AICL, and any other entities requiring input.


  • Extensive and proven experience in Motor and Home Claims Management, ideally within Personal Lines
  • Technical and operational acumen to effectively direct and manage a Claims function, driving significant operational efficiencies and performance improvement.
  • Demonstrable experience managing change and leading a transformation agenda.
  • A customer-centric approach, well-versed in modern claims techniques, including digital and automation.
  • Proven experience at the C-suite level, with a track record of developing and executing commercial and marketing strategies.
  • Exceptional team leadership and stakeholder management skills.
  • Cultural leadership with a demonstrated ability to create and lead outstanding, talented teams.
  • Excellent communicator, adept at building relationships with empathy and trust.
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