About Great Lakes Insurance SE
As specialty provider of primary insurance services in the UK, Great Lakes London Branch ("GLLB") is a substantial part of Great Lakes Insurance SE in Munich. Our interlocked business model is to seize opportunities closely connected to the reinsurance core business and innovation opportunities, in our role as an integral part of the Munich Re Group. Great Lakes Insurance SE operates from its headquarters in Munich, and via branch offices in UK, Ireland, Switzerland, Italy and Australia.
Great Lakes Insurance UK Limited ("GLLS"), regulated by Prudential Regulation Authority and the Financial Conduct Authority, is a fully owned subsidiary of Great Lakes Insurance SE and acts as the preferred facilitator of agency insurance business in the UK in the post‑Brexit world.
About the Role
We are looking for a high‑performing Claims Manager to oversee a diverse, international portfolio of delegated authority business across UK, EU and markets. This role sits at the heart of our claims oversight and control governance framework, providing strategic direction, performance management and technical leadership across established and emerging lines such as Pet (including Third Paty Liability), Travel, Household and Gadget insurance.
You will play a key role in ensuring strong customer outcomes, operational excellence and regulatory compliance, while leveraging data analytics and emerging AI capabilities to drive insight, efficiency and continuous improvement.
This is an excellent opportunity for someone with strong claims fundamentals and a curious, forward‑looking mindset—particularly those interested in technical excellence, portfolio analytics, digital transformation and modern claims oversight models driving good customer outcomes.
Key Responsibilities
Claims Technical Excellence Oversight
* Oversee referral claims handling, ensuring appropriate coverage decisions, reserving and authority controls are applied outside of Delegated Authority
* Be aware of identifying and investigation claims relating to Fraud
* Provide technical guidance on complex or high‑value claims where required
* Ensure adherence to claims handling standards, including policy interpretation and consistent application of best practice
* Engage with other claims experts proactively such as Lawyers (Counsel), Loss Adjuster and other SMEs
Portfolio Oversight & Performance
* Own oversight of a portfolio of MGA and TPA relationships, ensuring strong claims performance, governance and customer outcomes
* Analyse and challenge performance using MI, KPIs and SLA metrics, with a focus on conduct risk, customer journey and lifecycle outcomes
* Lead regular performance reviews with outsourcing partners, identifying trends, risks and opportunities for improvement
* Provide strategic input into portfolio development, underwriting feedback and product performance
Data, Analytics & Innovation
* Leverage claims data and analytics to generate actionable insight and inform decision‑making
* Develop and enhance reporting frameworks to support portfolio governance and executive reporting
* Champion the use of data tools (e.g. Power BI) and AI‑driven insights to optimise claims outcomes and operational efficiency
* Identify opportunities for automation, process optimisation and innovation across the claims lifecycle
Governance, Oversight & Controls
* Oversee claims governance including audits, peer reviews, due diligence and thematic reviews of MGAs and TPAs
* Ensure compliance with internal standards, regulatory requirements and Consumer Duty expectations
* Track and manage audit findings, driving remediation and continuous improvement across partners
* Contribute to due diligence processes for new and existing partners, including technical claims assessments
Stakeholder Engagement
* Collaborate with Underwriting, Risk, Compliance and Operations to provide a holistic view of account performance
* Participate in internal governance forums, including risk reviews and client management processes
* Build strong relationships with external partners, acting as a trusted advisor and oversight lead
* Portfolio Lifecycle Management
* Support onboarding of new MGAs/TPAs, ensuring robust claims setup and governance frameworks
* Contribute to exit strategies and run‑off planning, ensuring continuity of service and regulatory compliance
* Manage changes in claims structures, including CSP transitions and portfolio restructuring
Skills & Experience
We are open to candidates from a range of claims backgrounds. Experience in Pet, Travel, Household or Gadget insurance is advantageous, but not essential — we are equally interested in individuals who demonstrate strong transferable skills and the ability to adapt quickly.
Essential
* Proven experience in claims handling, oversight or portfolio management (MGA / Delegated Authority preferred)
* Strong analytical capability with experience interpreting MI and performance data
* Understanding of claims governance, audits and regulatory requirements
* Commercial mindset with the ability to challenge and influence stakeholders
* Excellent communication skills – able to present insight clearly to senior audiences
Desirable
* Experience across international portfolios (UK, EU )
* Familiarity with data visualisation tools (e.g. Power BI)
* Exposure to or interest in AI, automation or digital claims transformation
* Knowledge of high‑volume product lines (e.g. Travel, Pet, Gadget, Household)
What We’re Looking For
* A data‑driven thinker who enjoys turning insight into action
* Someone comfortable operating at both detail and portfolio level
* A collaborator who can influence internal teams and external partners
* A forward‑looking mindset, with an interest in how technology and AI will shape claims
* Resilient, curious and motivated to continuously improve outcomes
Why Join Us
* Opportunity to shape and influence a growing, international claims portfolio
* Exposure to multiple product lines and markets across UK, EU
* Strong focus on innovation, data and future‑ready claims capabilities
* A collaborative environment where ideas and improvement are actively encouraged
Regulatory & Conduct
* Ensure compliance with relevant regulatory frameworks, including IDD and FCA & Conduct Rules
* Promote fair customer outcomes and strong conduct risk management across all claims processes
Benefits
You will be rewarded with a great compensation package, on‑target bonus, 25 days annual leave with the option to purchase more along with private medical insurance and employers' contributory pension of 10%.
We are one of the few employers to offer fully paid 6 months family leave for times when you need it the most.
E‑EO & Accessibility
All candidates in consideration for any role can request a reasonable adjustment at any point in our recruitment process. You can request an adjustment by speaking to your Talent Acquisition contact.
Application closing date: 19th June 2026
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