Role Overview
We’re looking for a high‑impact Claims Manager to lead a high‑performing team within our Commercial Claims Division. This full‑time, permanent role has a hybrid working arrangement, with two days each week in our Birmingham office and the rest remote. In this key leadership position you’ll take full ownership of a team of Claims Executives and Handlers, driving performance, strengthening capability, and shaping meaningful career progression while building a culture of accountability and continuous improvement.
Key Duties & Responsibilities
* Lead, inspire, and develop a team of Claims Executives and Handlers, providing ongoing coaching, mentoring, and clear development pathways to build technical expertise and support career progression.
* Conduct regular 1‑2‑1s, performance reviews, skills gap analyses, and wider performance‑management activities (including Performance Improvement Plans, apprenticeship development, and recruitment), using insights to drive individual development plans, improve capability, and ensure a high‑performing, well‑resourced team.
* Take full ownership of day‑to‑day Claims team operations, ensuring efficient handling of commercial claims and delivery of a high‑quality, client‑focused service.
* Support and implement operational strategy, policies, and procedures, ensuring alignment with business objectives and consistent service excellence.
* Drive a culture of accountability, continuous improvement, and high performance, leading by example and setting clear expectations.
* Identify process inefficiencies and performance trends, using MI and data dashboards to inform decisions and working closely with the Claims Operations and Business Performance Manager to deliver sustainable improvements.
* Collaborate effectively with internal stakeholders including HR, L&D, Broking, and Client Servicing teams to enhance team capability, engagement, and client outcomes.
* Build and maintain strong internal and external relationships to support effective claims handling and continuous knowledge sharing.
* Manage and resolve client complaints in a timely and professional manner, ensuring adherence to regulatory and compliance standards.
Experience & Professional Qualifications
* Minimum of 3 years’ experience in a leadership or managerial role within the commercial claims insurance market, with a proven track record of leading and developing high‑performing teams.
* Cert CII qualified (or working towards).
* Proficient in Microsoft Office and data/reporting tools.
Knowledge Requirements
* Strong understanding of general insurance principles and commercial claims handling.
* Knowledge of relevant legal and regulatory frameworks within the commercial insurance sector.
Benefits and Reasonable Adjustments
We value diversity and provide reasonable accommodations, such as flexible hours and hybrid working arrangements where possible. The role offers opportunities for career progression, coaching and mentorship, a supportive team culture, and a focus on work‑life balance.
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