Claims Analyst Team Manager

The Claims Analyst Manager is accountable for leading developing and overseeing a team of Claims Analysts (CAs) ensuring highquality consistent and compliant claims decisionmaking. The role balances people leadership performance management working closely with the CA Governance and Framework team members and with key stakeholders in the Claims team (such as Regional/Divisional Heads of Claims) for oversight and delivery of fair customer outcomes while managing risk and supporting continuous improvement across claims analysis activities.

The Claims Analyst Manager is also responsible for managing & monitoring worklists for the CA teams (including any in-house third-party team members) to ensure claims are handled accurately fairly and in a timely manner in line with policy terms authority limits and regulatory expectations.

In addition to this core function the Claims Analyst Manager is a senior member of staff providing the first line of triage/support for the Claims Analyst Team system & process subject matter expertise (in due course) to advance SCORs transformation journey regularly communicatewith internal or external stakeholders (e.g. claims experts management accounting underwriters brokers etc.)

The position requires a proven and developed technical claim handling proficiency and an aptitude for systems and processes.

1. People Leadership & Capability

• Manage coach/support and develop a team of Claims Analysts to achieve high performance and quality standards

• Set clear objectives aligned to business priorities and conduct regular performance reviews

• Identify capability gaps and support training and development plans

• Foster a culture of accountability technical excellence and customer focus

1. Claims Oversight & Decision Quality

• In collaboration with Quality Assurance (QA) oversee claims analysis activity to ensure decisions are:

  • Accurate and evidencebased

  • Aligned to policy terms

  • Made within analysts authority limits

  • Conforming to SCORs control framework including but not limited the Global Claims Handling Guidelines and ICS controls

  • Consistent across analysts and products

• Support QA in oversight and monitoring of claims processing activities performed by TA&A teams

• Support QA in oversight and monitoring of the appropriateness of claims delegated/assigned to TA&A teams for processing

• Act as a referral point for questions on potential complex or highrisk claims triaging decisions that may require escalation to Claims Expert (CE)

1. Performance Management & MI

• Monitor and manage team performance using key metrics such as:

  • Key Performance Indicators (KPIs)

  • Quality scores

  • Productivity and throughput including continual monitoring of individual and team workloads (Work in Progress and Completed items) to ensure adherence to agreed SLAs and redistributing workloads across the team as necessary

  • Error and rework rates

• Analyse trends to identify systemic issues or improvement opportunitie

• Provide clear accurate reporting to senior Operations and Claims management and governance forums

  Continuous Improvement

• Embed a culture of continuous improvement within the team

• Drive consistency simplification and best practice in claims analysis

• Contribute to and coordinate team input into change initiatives including system process or procedural changes affecting claims analysis

• Act as SME lead to provide input and coordinate input from the CA team in support transformation initiatives including automation and operational change

  Risk conduct and regulatory accountability

• Ensure adherence to internal governance frameworks and regulatory expectations (e.g. FCA conduct standards)

• Review and respond to QA findings ensuring timely corrective actions

• Own firstline responsibility for claims quality outcomes within the team

• Identify and manage conduct operational and financial risks

• Ensuring Consumer Duty / fair principles and procedures are embedded within the team and

• Identifying claimsdriven reputational or regulatory risk

• Supporting regulatory reviews thematic work and internal audit

Essential:

• Experience of leading an operational or claim handling function/team in a global (re)insurance company or large London Market Company/Lloyds Syndicate with international overseas operations.

• Proven & developed claims handling or claims analysis

• Strong understanding of claims governance controls and quality standards

• Sound judgement and ability to manage complex decisionmaking

• Strong communication and stakeholdermanagement skills

• Datadriven mindset with experience using MI to manage performance and risk

• Strong organisation and planning skills

Desirable

• Experience of contributing to process & procedural change projects involving change management

• Experience working in a regulated UK financial services environment

• Exposure to QA frameworks audit activity or governance roles

Behavioural Competencies

• Strong leadership presence with the ability to influence and challenge

• Objective fair and riskaware

• Structured logical and resilient under pressure

• Proactive and improvementfocused