Head of Claims Operations (Paternity Leave - 9 month FTC) in London

This role is to provide Paternity Leave cover for a member of the Convex Claims Leadership Team and to assist the Chief Claims Officer in the management of Operations, Performance and Outsourcing for the Convex Claims Team. This will be a strategic role responsible for the end-to-end management of Claims Operations at a critical time for Convex. This position will be responsible for maintaining the delivery of an ongoing claims transformation project, implementing a new claims system and driving our future-focused, AI strategy to digitize claims operations. This role requires a high degree of strategic oversight, robust engagement with technical specialists, and senior-level stakeholder management.

Key Accountabilities

• Act as Business lead for phase two of system rollout, delivering next wave of upgrades and key functionality (including Lloyd’s Writeback) in second half of this year.
• Collaborate closely with the Claims Leadership Team and Line of Business (LOB) Heads to ensure system meets business requirements and enhancements are tailored to Convex claims approach.
• Attend Project working groups, change governance forums and Claims Leadership Team meetings as required to provide updates on project status and product performance.
• Support the Chief Claims Officer in ongoing delivery of the Digital Claims Strategy focusing on leveraging emerging technology and generative AI to improve claims outcomes and reduce costs.
• Work closely with the Head of Claims Oversight in management of all outsourced claims providers (Third-Party Administrators (TPAs), Delegated Lead Outsourcing (VCS) and our Claims Shared Services team in Bratislava).
• Manage, monitor, and improve the performance and consistency of service delivery, brand reputation, and claims processing for all claims.
• Continue work with our Innovation team focused on developing new initiatives and proof-of-concept experiments to contribute to the overall Convex Claims strategy.
• Rapidly build and maintain effective relationships with internal stakeholders across key functions to support delivery of objectives.
• Act as a key driver and influencer of increased robotic process automation (RPA) in claims processing in collaboration with the Head of Claims Operations.
• Act as line manager for members of the Claims Operations team.
• Be prepared to participate in wider claims strategic initiatives or committees within the organisation.
• Understand our purpose enables us to deliver the best claims service experience to clients and also meet all regulatory requirements.
• Be an advocate for client service as a brand differentiator and demonstrate behaviour that aligns to the Convex core values.
• Manage or support on key Convex projects as required.

Skills Knowledge and Expertise

• Robust and relevant (re)insurance industry experience, specifically within Claims Operations.
• Excellent verbal and written communication skills.
• Able to use good discretion in working to resolve process issues that ensure the success of our established global outsourcing models.
• Ability to consider and work with different operational models that reflect Convex’s innovative approach.
• Possess a continuous improvement mindset.
• Ability to work flexibly in order to complete duties of the role, particularly during peak periods.
• Proven ability to prioritise and organise effectively.
• Excellent computer literacy.

Benefits

• Competitive Salary
• 30 days Annual Leave
• Birthday Leave
• 10% Employer Pension Contribution
• Private Health Insurance
• Medical Cover
• Group Income Protection
• Life Assurance Cover
• Enhanced Parental Leave
• Annual Health Check
• 3 days of Volunteer Leave each year
• £1,300 to spend on learning & wellbeing
• Give as You Earn
• Cycle to Work
• Season Ticket Loan