CLAIMS MANAGER
LOCATION: LONDON
This career opportunity is available at Santam Syndicate 1918 for a Claims Manager,
who will be based in the UK & have right to work in the UK.
WHAT WILL YOU DO?
To manage and develop the claims function within the Lloyd’s syndicate, ensuring efficient, fair and market-leading claims handling across all classes. The role will focus on delivering outstanding claims service, protecting the syndicate’s financial interests, and ensuring compliance with all Lloyd’s, regulatory and internal requirements.
WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE?
Key responsibilities:
1. Claims Leadership & Strategy:
* Support the Head of Legal and Claims in developing the Syndicate’s claims function with strategic direction and operational excellence.
* Execute the claims strategy aligned with the syndicate’s business goals and Lloyd’s expectations.
* Develop and maintain best-in-class claims policies, procedures, and operational frameworks.
2. Claims Handling & Oversight:
* Oversee timely and fair resolution of claims.
* Ensure consistency, accuracy, and technical integrity in claims decisions.
* Manage large and complex claims, including litigation and coverage issues, ensuring appropriate reserving and financial control.
* Drive continuous improvement in claims processes and service delivery.
3. Lloyd’s and Regulatory Compliance:
* Ensure claims operations comply with Lloyd’s Minimum Standards, Asta oversight, and all applicable regulatory and legal requirements.
* Prepare and present claims reporting and responses to Lloyd’s, Asta, and external stakeholders as needed.
* Support internal and external audits, thematic reviews, and claims file audits.
4. Financial & Risk Management:
* Ensure accurate claims reserving in collaboration with actuarial and finance teams.
* Monitor trends in claims frequency, severity, and emerging risks, feeding insights into underwriting and pricing strategies.
* Participate in capital setting discussions and business planning with regard to claims assumptions.
5. Market & Stakeholder Engagement:
* Maintain strong relationships with brokers, TPAs, adjusters, reinsurers, and legal partners.
* Represent the syndicate in Lloyd’s claims groups, market committees, and industry events.
* Influence external stakeholders to support the syndicate’s claims position when necessary.
QUALIFICATIONS AND EXPERIENCE:
* ACII Qualified
* Degree-level education
* Extensive claims experience within the Lloyd’s or London Market.
* Proven leadership in managing multi-class claims portfolios.
* Deep technical understanding of Specialty claims in particular Property classes.
* Experience handling large and complex losses, including international claims and litigation.
* Demonstrated understanding of Lloyd’s claims oversight, market practices, and regulatory frameworks.
KNOWLEDGE AND SKILLS:
* Strong understanding of Lloyd’s governance, compliance, and performance oversight.
* Excellent analytical, negotiation, and decision-making skills.
* Effective communicator, with the ability to influence stakeholders at all levels.
* Strong commercial awareness and financial acumen.
* Proficient in MS Office, claims systems, and reporting tools.
* Organisation and multitasking
* Confidentiality and professionalism
* Excellent communication skills (verbal and written)
* Proactive problem-solving
* Ability to work independently and as part of a team
PERSONAL ATTRIBUTES:
* Decisive and commercially minded, with sound judgement under pressure.
* Influential communicator with the ability to represent the syndicate credibly at Lloyd’s and in the market.
* Collaborative and inclusive leadership style, fostering engagement across technical and operational teams.
* Strategic thinker with a focus on long-term profitability and sustainable growth.
* Strategic thinker with strong operational focus.
* Calm under pressure and decisive in high-stakes scenarios.
* Customer-oriented mindset, with a focus on fair outcomes.
* Committed to continuous improvement and innovation in claims handling.
WHO WE ARE:
Santam syndicate 1918 is a new wholly owned and capitalised entity of Santam Insurance, the largest insurance company in South Africa with a 107-year heritage. 1918 is strategically important in expanding and developing Santam’s international footprint, through access to the London market talent, distribution network and Lloyd’s global insurance and reinsurance licenses.
Our syndicate is a London managed and run business, with a strong, experienced leadership team, focused on underwriting discipline, whilst allowing our teams to feel empowered and accountable for their actions. We are building a collaborative team where underwriting, claims, actuarial and other functions work closely, to help achieve superior underwriting results
At Santam Group we are committed to transformation and embracing diversity. This commitment is what drives us to achieve a diverse workplace with the aim to create an inclusive workforce.