Description:
Role Overview
The Short-Term Claims Manager is responsible for overseeing the full spectrum of claims operations, including First Notification of Loss (FNOL), processing, assessment, and resolution across multiple short-term insurance lines (e.g., building, contents, and portable possessions). This role is central to driving customer satisfaction, operational efficiency, and compliance, while building a high-performing, accountable claims team.
The successful candidate will combine technical insurance knowledge with strong leadership, process improvement capability, and data-driven decision-making. This is a strategic, high-impact role for someone with a passion for operational excellence and innovation in claims management.
Key Responsibilities
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Lead day-to-day claims operations across multiple functions and insurance lines.
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Ensure claims processes adhere to SLAs, KPIs, and regulatory standards (FAIS, TCF).
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Continuously improve claims workflows, leveraging system capabilities and process innovation.
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Use management information (MI) and dashboards to monitor performance and identify areas for improvement.
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Handle high-risk, complex, or escalated claims in a professional and timely manner.
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Collaborate with external vendors, assessors, and service providers to ensure effective and cost-efficient claims fulfilment.
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Monitor and analyse claims trends, flagging risk and recommending corrective actions.
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Promote a performance culture through strong people management, coaching, and development plans.
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Support strategic business initiatives, including budgeting, reporting, and audit preparation.
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Foster a culture of service innovation, accountability, and compliance within the claims team.
Requirements:
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Lead day-to-day claims operations across multiple functions and insurance lines.
-
Ensure claims processes adhere to SLAs, KPIs, and regulatory standards (FAIS, TCF).
-
Continuously improve claims workflows, leveraging system capabilities and process innovation.
-
Use management information (MI) and dashboards to monitor performance and identify areas for improvement.
-
Handle high-risk, complex, or escalated claims in a professional and timely manner.
-
Collaborate with external vendors, assessors, and service providers to ensure effective and cost-efficient claims fulfilment.
-
Monitor and analyse claims trends, flagging risk and recommending corrective actions.
-
Promote a performance culture through strong people management, coaching, and development plans.
-
Support strategic business initiatives, including budgeting, reporting, and audit preparation.
-
Foster a culture of service innovation, accountability, and compliance within the claims team.
- Claims Manager: 2 to 3 years
- Short-Term: 2 to 3 years
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5–10 years of experience in short-term insurance claims, with at least 3 years in a leadership or operational management role.
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Deep expertise in home/property insurance products and the complete claims lifecycle.
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Proficiency with claims systems, reporting tools, and operational dashboards.
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Proven experience managing large, multi-functional teams.
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Demonstrated success in achieving business objectives through process optimisation and performance management.
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Strong understanding of regulatory compliance, governance, and risk management frameworks in the insurance industry.
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Strategic thinker with the ability to drive operational transformation.
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Strong leadership and people development skills.
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Confident decision-maker who thrives in fast-paced, results-driven environments.
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Excellent communication and collaboration abilities.
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Analytical and metrics-oriented, with a proactive problem-solving mindset.
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Customer-focused, with a high standard of professionalism and integrity.
Requirements
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5–10 years of experience in short-term insurance claims, with at least 3 years in a leadership or operational management role.
-
Deep expertise in home/property insurance products and the complete claims lifecycle.
-
Proficiency with claims systems, reporting tools, and operational dashboards.
-
Proven experience managing large, multi-functional teams.
-
Demonstrated success in achieving business objectives through process optimisation and performance management.
-
Strong understanding of regulatory compliance, governance, and risk management frameworks in the insurance industry.
Key Attributes
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Strategic thinker with the ability to drive operational transformation.
-
Strong leadership and people development skills.
-
Confident decision-maker who thrives in fast-paced, results-driven environments.
-
Excellent communication and collaboration abilities.
-
Analytical and metrics-oriented, with a proactive problem-solving mindset.
-
Customer-focused, with a high standard of professionalism and integrity.
Should you not receive a response within 10 working days, please consider your application unsuccessful.