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

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.

Department: Claims

Location: London, UK

Key Accountabilities:

• Our new Claims system, DOCOsoft VEW, will Go‑Live in June 2026. This role will act as Business lead for phase two of system rollout, delivering the next wave of upgrades and key functionality (including Lloyd’s Writeback) in the second half of this year.
• Collaborate closely with the Claims Leadership Team and Line of Business (LOB) Heads to ensure the 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 managing 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