Role Overview
We are seeking an experienced and dynamic Casualty Claims Manager to manage a team of claims professionals and support our clients through the delivery of a first-class claims and customer experience. The role reports to the Head of Casualty Claims and involves working closely with co-manager, the Head of Casualty Claims and the Head of Third Party Claims to deliver corporate goals while promoting LSM’s core values.
Key responsibilities include strong technical knowledge, effective claims handling judgement across all Casualty and associated lines of business, and handling and resolving claims efficiently and fairly in accordance with the Claims Charter/Code of Conduct and Claims Process Guidelines.
Location: London
Key Responsibilities
* Co‑responsibility for managing a team of claims professionals and direct oversight of a portfolio of claims from a technical and people management perspective.
* Manage staff performance, workflow priorities, goals and growth plans.
* Proactively handle a cross‑section of Casualty claims from first advice to closure, investigating policy coverage, liability, quantum, setting and reviewing the reserve and strategy throughout the life of the claim.
* Follow authority requirements, claims reserving philosophy and claims standards with appropriate referral.
* Ensure claims are triaged appropriately and handled in accordance with the LSM Claims Charter/Code of Conduct and Claims Guidelines, delivering excellence in client service.
* Lead and support client presentations and review meetings, liaising with internal stakeholders as required.
* Work with internal and external stakeholders throughout the life of the claim, including the policyholder, broker, co‑insurers, actuaries and underwriters.
* Work constructively with approved Panel lawyers, adjusters and TPA, including management oversight, provision of technical direction and financial authority as required.
* Ensure good file maintenance and record keeping at all times.
* Contribute to the business’s thought leadership, developing new ideas and research to support LSM’s underwriting and claims strategies.
* Enhance the exposure and profile of the Claims team through the Claims+ offering, attendance at market meetings, industry events, conferences and other external engagements while working with the Claims Business Development team to explore business development opportunities as required.
* Provide support to Head of Casualty Claims in offering insights on trends and portfolio performance both across LSM and GRS as appropriate.
* Shared responsibility for the casualty team performance against key internal and Lloyd’s metrics.
* Implement and maintain oversight of large loss and associated management reporting procedures.
* Ensure compliance with best practice, service and performance communication through system reporting and internal file audits.
* Adhere to all relevant regulatory requirements and demonstrate the behaviours set out in the Conduct Risk Policy, as they relate to your role, including the Senior Managers and Certification Regime Conduct Rules, Solvency II, fair treatment of customers, Financial Crime, Data Protection, Conflicts of Interest and Whistleblowing.
Skills and Experience
* Established management and technical experience in the London Market in Casualty classes.
* Advanced analytical and problem‑solving skills with the ability to manage multiple workstreams.
* Advanced knowledge of claims handling concepts, practices, procedures and techniques, including coverage issues, product lines, marketing, IT and product competition within the marketplace.
* Knowledge of all relevant regulatory and legal requirements.
* Effective collaboration and interaction with brokers, clients and internal stakeholders.
* Strong verbal, written communication, presentation and organisation skills.
* Strong negotiation, analytical and decision‑making skills with experience in large loss reporting.
* Flexibility to adapt to a changing environment to support the efficient operation of the claims team, leading and embracing change while valuing diverse views and ideas.
* Ability to effectively coach, lead and develop the Casualty team.
* Ability to decide the complexity of claims on prescribed rules and to triage claims effectively.
* Ability to identify, monitor and report on legal and regulatory trends in the wider market.
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