Role Overview
The Claims Director will be responsible for leading and optimising the end-to-end claims function, with a strong emphasis on operational performance, regulatory compliance, and the delivery of market-leading claims broking and advocacy services across the Lloyd’s and London Market.
This role will drive the strategic direction of the claims division, oversee operational execution, and serve as the senior escalation point for complex and high-value claims matters. Through effective leadership and technical expertise, the Claims Director will play a key role in enhancing client outcomes, strengthening market reputation, and protecting revenue through exceptional claims management practices.
Based in the London office, the position supports the organisation’s vision of being a trusted and agile partner for complex specialty risks, leveraging global market access, advanced analytics, and a technology-enabled operating model.
Reporting directly to the Chief Operating Officer, the Claims Director will be instrumental in advancing operational excellence, service quality, and strategic growth across the business.
Experience & Qualifications
* Minimum of 15 years’ experience within claims management in the wholesale (re)insurance sector.
* At least 10 years’ experience in a senior leadership capacity within an FCA-regulated Lloyd’s or London Market insurer, reinsurer, or specialty intermediary.
* Demonstrated success in establishing, leading, or scaling claims operations within a complex insurance environment.
* Professional qualifications such as ACII or equivalent are highly desirable.
Technical Expertise
* Extensive experience managing claims teams and overseeing large, complex, and high-value claims portfolios.
* Strong technical understanding of Lloyd’s claims processes, market practices, IBA requirements, and regulatory frameworks.
* Proven capability in handling contentious claims, dispute resolution, and complex coverage matters.
Leadership & Commercial Track Record
* Strong analytical, negotiation, and decision-making skills, with a proven history of delivering successful claims outcomes.
* Experience managing key stakeholder relationships, including insurers, brokers, loss adjusters, TPAs, and clients.
* Demonstrated commitment to developing high-performing teams and enhancing technical capability across claims functions.
1. Key Responsibilities
Strategic Leadership
* Develop and execute the global claims strategy in alignment with broader corporate objectives.
* Ensure adherence to Lloyd’s, IBA, and all relevant regulatory and compliance requirements.
* Act as the principal escalation point for complex, sensitive, and high-value claims matters.
* Provide strategic guidance to executive leadership and the board on emerging market trends, risks, and claims-related developments.
* Represent the organisation in negotiations, disputes, and strategic discussions with insurers, underwriters, and clients.
Global Claims Oversight
* Lead claims operations across international offices and multiple specialty lines including Property, Casualty, Marine, Energy, Financial Lines, and Specialty classes.
* Drive consistency in service delivery, technical standards, and operational governance across all jurisdictions.
* Establish and maintain global claims governance frameworks, reporting standards, and performance metrics.
* Oversee the resolution of complex and contentious claims across the global portfolio.
Client Advocacy & Relationship Management
* Act as a trusted advisor to clients on major loss events, claims strategy, and dispute resolution.
* Lead the management of large-scale, complex, and multi-jurisdictional claims programmes.
* Enhance client engagement through proactive communication, strategic insights, and value-added service delivery.
* Collaborate closely with senior management and divisional leaders to integrate claims strategy into broader client solutions.
Market Engagement & Negotiation
* Build and maintain strong senior-level relationships across Lloyd’s syndicates, insurers, and reinsurers.
* Influence market outcomes through technical expertise, commercial awareness, and effective negotiation.
* Represent the business at Lloyd’s, industry forums, and relevant market bodies.
* Drive improved claims recoveries, settlement efficiencies, and overall client outcomes.
Technical Excellence & Innovation
* Serve as a recognised technical authority across complex claims and specialty classes.
* Provide guidance on policy interpretation, coverage analysis, and dispute management.
* Lead the development of claims analytics, benchmarking, and data-driven insights to support strategic decision-making.
* Champion innovation through the implementation of modern claims systems, automation, and operational technologies.
Operational & Financial Management
* Oversee the efficiency, scalability, and financial performance of the global claims operation.
* Manage resource planning, workflow optimisation, and operational resilience initiatives.
* Drive continuous improvement programmes to enhance service quality and operational effectiveness.
Stakeholder Collaboration
* Maintain strong working relationships with insurers, syndicates, service providers, and key clients.
* Partner with underwriting, broking, compliance, and risk teams to deliver integrated client solutions.
* Act as the internal subject matter expert for claims strategy, governance, and regulatory matters.
Team Leadership & Development
* Lead, mentor, and develop a high-performing global claims team.
* Establish clear accountability, performance expectations, and development objectives.
* Promote succession planning, technical training, and professional development aligned to evolving market and regulatory requirements.