Claims Technical Operations Manager in Cardiff

We’re looking for a new Claims Technical Operations Manager to become a part of our Pet Claims Business! The successful candidate will lead our new Technical Claims function as we continuously aim to deliver industry-leading products and services to our policyholders. This naturally includes adhering to industry best practices and internal group policies in all our interactions, while supporting your Pet Claims team colleagues in a variety of activities.

Responsibilities

• Lead and develop our specialised Technical Claims function within a busy Claims Operation, including responsibilities for areas such as Counter-Fraud, Recoveries, and Liability activities.
• Collaborate with cross-functional teams (both internal and external) to seamlessly align and deliver business priorities.
• Propose, create, and manage the Pet Claims indemnity strategy, ensuring ongoing awareness and alignment of the strategic roadmap for the wider Pet business while delivering strong governance controls and frameworks in accordance with risk appetite.
• Ensure relevant processes and procedures are established to facilitate the effective delivery of our strategic business initiatives and consistently applied across all claims activities.
• Lead and support colleagues and teams to embrace and develop high technical capabilities, fostering deep subject-matter expertise and a strong technical culture.
• Monitor performance through regular MI analysis, initiating and implementing continuous improvements to maximise departmental performance.
• Participate in product and service reviews to suggest relevant changes.
• Conduct and document 'Lessons Learned' activities for key Technical workstreams.
• Stay actively informed about industry news, changes, and trends, translating insights into practical actions.
• Encourage continuous improvement in technical knowledge, decision-making, and customer outcomes.

Essential Qualifications

• Proven success in delivering effective Technical claims leadership within a financial services organisation.
• A skilled communicator who is articulate and compelling, with the ability to effectively communicate at all levels with a range of internal and external stakeholders.
• Capability to appropriately and effectively raise issues, risks, and challenges.
• Highly developed leadership skills with experience engaging large teams.
• Ability to work with a high degree of autonomy.
• Excellent organisational and analytical skills.
• Experienced commercial leader with a solid understanding of key aspects such as operational expenditure.
• Strong IT skills and competence in using the MS Office suite of products.

Desirable Qualifications

• CII qualification.
• Relevant project management qualifications, such as APM or Prince 2.
• Knowledge related to pets and/or veterinary fields.
• Experience in Counter‑Fraud activities and cross‑industry engagement.
• Familiarity with operating within a complex claims, liability, and/or recovery environment.

Benefits & Culture

We take pride in being a diverse and inclusive business. It’s a place where you can be yourself, show up as you are, and grow at a pace that suits you. We are committed to fostering a people-first culture where everyone is accepted, supported, and empowered to be brilliant. Everyone receives 33 days holiday (including bank holidays) when they join us, increasing the longer you stay with us, up to a maximum of 38 days (including bank holidays). You also have the option to buy or sell up to an additional five days of annual leave. We offer up to £3,600 of free shares each year after one year of service. Our benefits support a great work‑life balance and have been recognised as a Great Place to Work for Women, Wellbeing, and overall for over 25 years.