We are seeking a Target Operating Model (TOM) Lead. The ideal candidate will bring deep experience in process-led transformation, strong analytical capability, and the ability to translate high‑level strategic intent into clear, actionable requirements and delivery artefacts. This role works closely with stakeholders to ensure future‑state claims processes, controls, and capabilities are clearly defined, buildable, and adoptable across both organisations.
Responsibilities
Define, refine, and maintain the end‑to‑end Claims Target Operating Model.
Set design principles and guardrails to ensure consistency and alignment to strategy and regulatory needs.
Highlight where requirements should be common and where differences are justified and approved.
Translate strategy into clear process maps, role definitions, functional requirements, controls, and operational standards.
Ensure all requirements are testable, unambiguous, and linked back to the TOM.
Maintain full traceability from high‑level design through to system configuration, backlog items, testing, and operational procedures.
Act as custodian of the TOM, ensuring design decisions support long‑term value and agreed principles.
Prepare decision papers, explaining trade‑offs (e.g., configuration vs bespoke).
Surface risks or constraints early and guide stakeholders through design choices.
Work with Product Owners to shape and prioritise backlogs based on TOM needs.
Partner with operational leaders to validate designs and ensure real‑world applicability.
Ensure TOM-aligned processes are scalable, practical, and ready for implementation.
Define TOM-linked KPIs, controls, and measures to support performance and benefits realisation.
Ensure operational impacts are reflected in readiness plans.
Support creation of training, SOPs, and guidance materials, working closely with change and communication teams.
Engage frontline teams pre‑ and post‑go‑live to ensure effective adoption.
Qualifications
Degree or equivalent experience in business, operations, transformation, or related fields.
Professional qualifications in process design, business analysis, or operating model design advantageous.
Essential Skills
Deep experience designing Target Operating Models or leading large-scale, process-led transformation programmes.
Strong process modelling and business analysis capability.
Proven ability to convert strategic concepts into detailed, actionable requirements.
Experience collaborating with technology teams and understanding configuration vs bespoke solution impacts.
Excellent facilitation skills with the ability to drive alignment across diverse stakeholder groups.
Strong communication, documentation, and negotiation skills.
Experience
Knowledge of claims operations within insurance, marine, or P&I environments.
Experience in regulated industries.
Exposure to multi‑entity or joint‑programme delivery environments.
Benefits
Collaborative working environment – we stand shoulder to shoulder with our clients and our peers through good times and challenges
We empower all passionate technology loving professionals by allowing them to expand their skills and take part in inspiring projects
Expleo Academy - enables you to acquire and develop the right skills by delivering a suite of accredited training courses
Competitive company benefits
Always working as one team, our people are not afraid to think big and challenge the status quo
As a Disability Confident Committed Employer we have committed to:
Ensure our recruitment process is inclusive and accessible
Communicating and promoting vacancies
Offering an interview to disabled people who meet the minimum criteria for the job
Anticipating and providing reasonable adjustments as required
Supporting any existing employee who acquires a disability or long term health condition, enabling them to stay in work at least one activity that will make a difference for disabled people
"We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age".
We treat everyone fairly and equitably across the organisation, including providing any additional support and adjustments needed for everyone to thrive