Operational Delivery Lead - Claims Management

Line of Service

Internal Firm Services

Industry/Sector

Business Services

Specialism

IFS - Internal Firm Services - Other

Management Level

Senior Manager

Job Description & Summary

About the Role:

The Senior Manager – Claims Management Delivery Lead is responsible for owning service performance and leading the end-to-end execution of claims management across pre‑assessment, case handling, and final review within the financial services sector. The role is accountable for ensuring delivery across in-scope service areas meets contractual KPIs, SLAs, and quality expectations in a highly regulated environment. As a senior, client-facing leader, you will drive operational excellence, protect customer outcomes, and maintain robust controls and quality standards while fostering strong internal and external stakeholder relationships.

What Your Days Will Look Like:

• Lead daily claims operations, overseeing delivery across pre-assessment, case handling, and final review while managing performance against KPIs and SLAs.
• Oversee Team Leads/Managers, ensuring strong leadership alignment, performance, and delivery across production and quality.
• Analyse MI to identify trends, risks, and opportunities, driving continuous improvement and remediation actions.
• Engage regularly with clients and internal stakeholders to manage relationships, resolve issues, and remove delivery blockers.
• Embed strong controls, quality frameworks, and support change initiatives within a regulated FS environment.

This Role Is for You If:

• Proven experience leading financial services claims operations within a managed service environment.
• Demonstrated leadership in regulated environments, with a focus on performance, quality, and control frameworks.
• Strong MI and analytical capability, with experience driving performance improvements and remediation.
• Excellent stakeholder management and communication skills, including client-facing experience and handling complex conversations.
• Proven people leadership with experience building and managing high-performing teams and leading change initiatives.

What you'll receive from us:

 No matter where you may be in your career or personal life, our benefits are designed to add value and support, recognising and rewarding you fairly for your contributions. 

We offer a range of benefits including empowered flexibility and a working week split between office, home and client site; private medical cover and 24/7 access to a qualified virtual GP; six volunteering days a year and much more. 

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required:

Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

Optional Skills

Accepting Feedback, Accepting Feedback, Active Listening, Analytical Thinking, Business Process Outsourcing, Claims Performance Management, Coaching and Feedback, Communication, Complaint Management, Compliance Auditing, Compliance Review, Contract Review, Corrective Actions, Creativity, Customer Data Management (CDM), Customer Due Diligence, Customer Handling, Data Entry, Data Quality, Data Quality Assessment, Delivery Excellence, Embracing Change, Emotional Regulation, Empathy, Inclusion {+ 28 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Not Specified

Available for Work Visa Sponsorship?

No

Government Clearance Required?

No

Job Posting End Date