Target Operating Model (TOM) Lead - Claims Transformation | Insurance | Hybrid | London
A leading specialty insurer is embarking on a major claims transformation programme & is seeking an experienced TOM Lead to shape & drive the future operating model for a complex, multi?entity environment. This role sits at the heart of strategy, operations, & technology, ideal for someone who thrives in complex design landscapes & enjoys turning vision into practical, adoptable solutions.
As the TOM Lead, you will take ownership of defining & evolving the end state claims operating model across process, data, organisation, control, & technology layers. You'll ensure that strategic design intent is preserved through delivery, bridging the gap between conceptual direction & actionable build artefacts.
You will guide cross?functional teams, influence senior stakeholders, & act as the lead for design consistency as the organisation transitions to a modernised claims platform & way of working.
*This role will require extensive Insurance experience & specifically Claims knowledge - only candidates with this background will be considered.
**The client require onsite presence for 3x per week - office is London based.
Key Responsibilities
Operating Model Development
1. Shape & maintain the future?state claims operating model across multiple business units.
2. Establish design principles & guardrails that drive consistency & scalability across the transformation.
3. Identify shared vs. unique operational needs across entities & ensure deviations are assessed, agreed, & documented.
Turning Design into Delivery
4. Convert strategic TOM concepts into detailed materials such as process flows, functional requirements, role definitions, performance measures, & operational standards.
5. Partner with technology & delivery teams to ensure requirements are testable, traceable, & aligned to the operating model vision.
6. Support backlog development & prioritisation through clear articulation of TOM?driven needs.
Design Governance & Decision Support
7. Act as the steward of design integrity, ensuring decisions align with the long?term operating model & transformation goals.
8. Prepare structured decision inputs for senior governance forums, ensuring trade?offs & impacts are clear.
9. Promote a shared?first approach while ensuring any divergence is justified & value?led.
Operational Alignment & Readiness
10. Work closely with operational leaders, claims SMEs, & process owners to validate designs & ensure scalability.
11. Define operational success measures, controls, & KPIs aligned to the future?state environment.
12. Feed operational impacts into readiness, change, & implementation plans.
Experience & Skills
Essential
13. Strong background in Target Operating Model design or large?scale process transformation within financial services or other complex environments.
14. Advanced skills in process modelling, business analysis, & requirements translation.
15. Experience partnering closely with technology teams across configuration, integration, & solution design.
16. Confident facilitator with excellent documentation, communication, & stakeholder?management skills.
17. Ability to influence across diverse stakeholder groups & navigate multi?entity decision structures.
18. Experience in insurance claims operations (any specialty line).
19. Background working in regulated environments.
20. Exposure to joint programmes or transformations spanning multiple organisations.
If you have the relevant experience & & skills, please send your profile for immediate review.
Apply now