This role will be responsible for leading large-scale operational improvement programmes, optimising end-to-end claims processes, enhancing customer experience, and delivering measurable business outcomes through digitalisation, automation, and process excellence.

The ideal candidate is a proven leader with strong insurance claims operations experience, exceptional stakeholder management capabilities, and a track record of successfully delivering transformation initiatives in a complex organisational environment. This individual will act as a trusted partner to business leaders, technology teams, and external stakeholders to shape and execute the future-state claims operating model.

Key Responsibilities
Operations Transformation & Excellence

• Lead and execute strategic transformation initiatives across the claims value chain, from claims notification through settlement.
• Design and implement target operating models that improve efficiency, service quality, operational resilience, and customer outcomes.
• Identify opportunities for process simplification, digitisation, automation, and straight-through processing.
• Drive continuous improvement initiatives utilising Lean, Six Sigma, Agile, or other operational excellence methodologies.
• Monitor transformation benefits realisation and establish performance metrics to measure success.

Leadership & Change Management

• Lead cross-functional teams to deliver transformation programmes and strategic projects.
• Inspire and influence teams through periods of change while fostering a culture of innovation and continuous improvement.
• Provide coaching and mentorship to team members, building transformation capabilities within the organisation.
• Act as a change champion and drive stakeholder adoption of new processes, technologies, and ways of working.

Stakeholder Management

• Build strong relationships with senior stakeholders across Claims, Operations, Technology, Risk, Compliance, Customer Experience, Distribution, and Finance.
• Influence decision-making and secure alignment across diverse stakeholder groups.
• Effectively communicate transformation strategies, business cases, project progress, risks, and outcomes to senior management.
• Manage external vendor and consulting partners where applicable.

Innovation & Digital Enablement

• Champion innovative approaches to claims management by leveraging emerging technologies such as AI, automation, workflow solutions, analytics, and digital platforms.
• Evaluate industry trends and best practices to continuously enhance operational capabilities.
• Identify and implement solutions that improve customer experience while optimising operational efficiency.

Experience

• Bachelor's degree in Business, Operations Management, Insurance, Finance, or a related discipline.
• Minimum 8+ years of experience in insurance operations, claims operations, operational excellence, or transformation roles.
• Innovative and forward-thinking mindset with a passion for transformation and continuous improvement.
• Proven experience leading large-scale claims transformation, operational improvement, or business process re-engineering initiatives.
• Demonstrated success in managing complex, cross-functional projects and delivering measurable business outcomes.
• Experience working with senior leadership and influencing stakeholders across multiple business functions.
• Experience within Life Insurance, Health Insurance, General Insurance, or a related financial services environment preferred.

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV

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