Claims Technical Operations Manager (Pet) in Cardiff

Join Our Team as a Claims Technical Operations Manager! We’re looking for a new Claims Technical Operations Manager to become a part of our Pet Claims Business! You will join a dynamic department that seeks a self‑motivated, impactful, and confident professional to help us develop and enhance our technical capabilities and infrastructure during this exciting phase of growth and innovation. This role is ideal for an experienced technical claims leader who possesses excellent communication skills and a proven track record in delivering effective and dynamic technical leadership in a smooth, positive, and compelling manner. As a solutions‑oriented individual, you will be resilient and have a keen eye for detail. You should feel comfortable engaging with everyone from trainees to C‑suite executives, as well as with colleagues and a variety of external partners and suppliers. This role provides strategic technical oversight, robust governance, and subject‑matter leadership to ensure claims outcomes are fair, compliant, cost‑effective, and aligned with the broader Pet Insurance strategy. The successful candidate will lead our new Technical Claims function as we continuously aim to deliver industry‑leading products and services to our policyholders, 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.

Main Duties

• 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 Key Skills, Qualifications, and Experience

• 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 proficient 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

• 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 and Culture

We take pride in being a diverse and inclusive business. It’s a place where you can be yourself, grow and progress at a pace and direction that suits you, make a difference for our customers and each other, and share in our future with unlimited opportunities. Every employee receives 33 days holiday (including bank holidays) when they join, increasing over time up to a maximum of 38 days, with the option to buy or sell up to five additional days of annual leave. We have been recognised as a Great Place to Work for Women, for Wellbeing, and overall Great Place to Work for over 25 years. We are committed to making sure your progression is not slowed or halted by barriers related to race, gender, age, sexuality or any protected characteristic. Furthermore, up to £3,600 of free shares each year after one year of service may be made available.

Disability Confident Leader

As a Disability Confident Leader, for candidates with a disability or long‑term health condition that opt into the Disability Confident scheme, we’ll invite a fair and proportionate number of applicants that meet the essential requirements of the role to the first stage of our selection process. If you need any adjustments or support with your application or during the recruitment process, please contact Samantha Bevan by email or phone.