PI & Counter Fraud Operations Manager

About us

ERS Syndicate 218 at Lloyds is managed by Starr. We are the UK’s largest specialist motor insurer with an A+ rating and have been making motoring passions and livelihoods possible since 1946. We work exclusively with motor insurance brokers to help get under the skin of the most difficult insurance risks, helping build products to meet their customer’s needs.

Starr is a global insurance and investment organisation providing property and casualty insurance solutions to business and industry. Starr has grown into one of the world’s fastest‑expanding insurance organisations, writing business in 128 countries across six continents. Our talented and experienced associates manage risk and ultimately support the profitable growth of organisations in a dynamic, competitive and ever-changing marketplace. Join us and become part of our talented and passionate workforce.

Role Purpose

Lead a specialist Personal Injury and Counter Fraud operations team, driving strong financial and operational performance. You will deliver high-quality service, champion fraud prevention, and contribute to strategic and cross-functional initiatives to support ERS’s broader objectives.

Key responsibilities

• Leadership & Strategy
  • Lead and develop a high-performing specialist team aligned to business objectives
  • Contribute to operational strategy and continuous improvement initiatives
  • Champion a strong counter-fraud culture across the business.
• Operational Management
  • Manage day-to-day operations, ensuring efficiency, quality, and cost control.
  • Plan and manage resources to meet service, quality, and budget targets.
  • Monitor performance (eg KPIs) and actively seek ways to improve audit, indemnity controls, Fraud detection and claims lifecycle with an outcome focus.
• Performance & People Management
  • Drive team performance through coaching, reviews, and development plans.
  • Identify and address underperformance and support the introduction of performance improvement plans as necessary.
  • Ensure robust succession planning and capability development in line with the Claims Competency Framework.
  • Oversight of mandatory CPD training within the function.
• Risk, Compliance & Governance
  • Ensure adherence to regulatory and compliance requirements (FCA, FOS, TCF, etc.)
  • Manage complaints in line with procedures
  • Maintain awareness of legal, regulatory, and market developments
  • Identification and reporting of risk incidents in line with business policy.
• Stakeholder Management & Representation
  • Manage designated supplier relationships.
  • Represent ERS as an operational specialist internally and externally.

The above duties and responsibilities are not an exhaustive list, and you may be required to undertake other reasonable duties compatible with your experience and competencies. This description may be varied from time to time to reflect changing business requirements.

Qualifications, skills and experience

• Proven leadership experience in motor insurance operations
• Strong knowledge of Personal Injury and fraud prevention within UK motor claims, and relevant legal frameworks
• Experience using data to drive performance and improvement
• Solid understanding of regulatory and compliance requirements
• Strong financial and analytical capability

Core behavioural competencies

• Strategic perspective
• Commerciality
• Performance focus
• Communication and influence
• Development of self and others
• Resilience and adaptability

Additional Information

• A full job description will be found here.

Starr is an equal opportunity employer, which means we will consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and we're committed to creating an inclusive environment for all employees. We offer first class training and development opportunities to all employees. Our aim is to grow our own talent and bring out the best in people.

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