About Great Lakes Insurance SE
Great Lakes Insurance SE operates from its headquarters in Munich and operates branch offices across the UK, Ireland, Switzerland, Italy, and Australia. Great Lakes London Branch (GLLB) is a key part of the Munich Re Group, delivering primary insurance services in the UK under the fully‑owned subsidiary Great Lakes Insurance UK Limited (GLLS).
About the Role
We are looking for a high‑performing Claims Manager to oversee a diverse, international portfolio of delegated authority business across the UK, EU and other markets. The role is central to 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 Party Liability), Travel, Household, and Gadget insurance.
Key Responsibilities
* Claims Technical Excellence Oversight – Oversee referral claims handling, ensure appropriate coverage decisions, reserving, and authority controls are applied; identify and investigate fraud claims; provide technical guidance on complex or high‑value claims; ensure adherence to claims handling standards and best practice; engage with external experts such as lawyers, loss adjusters, and SMEs.
* Portfolio Oversight & Performance – Own oversight of MGA and TPA relationships, ensuring strong claims performance and governance; analyse performance using MI, KPIs, and SLA metrics with a focus on conduct risk and customer journey; lead regular performance reviews with partners; provide strategic input into portfolio development and underwriting feedback.
* Data, Analytics & Innovation – Leverage claims data and analytics to generate actionable insights; develop and enhance reporting frameworks for governance and executive reporting; champion the use of data tools (e.g., Power BI) and AI‑driven insights; 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; ensure compliance with internal standards, regulatory requirements, and Consumer Duty expectations; track and manage audit findings to drive remediation and continuous improvement; contribute to due diligence processes for new and existing partners.
* Stakeholder Engagement – Collaborate with Underwriting, Risk, Compliance, and Operations to provide a holistic view of account performance; participate in internal governance forums; build strong relationships with external partners, acting as a trusted advisor and oversight lead; support onboarding of new MGAs/TPAs and manage exit strategies and portfolio restructuring.
Skills & Experience
* Essential – Proven experience in claims handling, oversight or portfolio management (MGA / Delegated Authority preferred); strong analytical capability and 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 with the ability 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.
* A collaborator comfortable operating at both detail and portfolio level.
* A forward‑looking mindset with interest in how technology and AI will shape claims.
* A resilient, curious, and motivated individual committed to continuous improvement.
Why Join Us
* Opportunity to shape and influence a growing, international claims portfolio.
* Exposure to multiple product lines and markets across the UK and 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, FCA, and Conduct Rules.
* Promote fair customer outcomes and strong conduct risk management across all claims processes.
Benefits
* Competitive compensation package with on‑target bonus.
* 25 days annual leave with the option to purchase additional days.
* Private medical insurance and an employer‑contributory pension of 10%.
* Fully paid six‑month family leave for times when you need it most.
Equal Employment Opportunity
We are an equal opportunity employer. All candidates in consideration for any role can request a reasonable adjustment at any point in our recruitment process. We are committed to building an equitable and inclusive work environment where diversity is celebrated and equitably rewarded.
Application Closing Date
19th June 2026
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