Director of Claims Strategy and Operations

At Direct Line Group, insurance is just the start. Combining decades of industry experience with talented people in every field from data, technology, customer care and auto repair, to HR, finance, and procurement, we’re a customer-obsessed market powerhouse. And we all work together to be brilliant for customers, every single day.

Our vision is to create a world where insurance is personal, inclusive and a force for good. Our purpose is to help people carry in with their lives, giving them peace of mind now and in the future. We have ambitions for growth and driving change at pace – aspiring to be the UK’s largest insurer.

Operating as a key member of the Claims leadership team, this new role of Director of Claims Strategy and Operations will be accountable for developing and joining the overall strategy, target operating model and transformation across Claims, continually improving cost and indemnity control and delivering enhanced digital, analytic, automation and multi-channel capabilities to claims resolution and management.

In July 2024, we announced a refreshed strategy with the objective of establishing DLG as the customers’ insurer of choice and delivering profitable growth. Claims has been one of our historic strengths at DLG and is a substantial source of competitive advantage and opportunity for the overall Group. The function managed c.1 million claims and c. £2.2 billion of claims spend in FY22. Our ambition in Claims is to lead in customer excellence and ease, indemnity control and cutting edge Claims technical excellence.

The Director of Claims Strategy and Operations will drive a collaborative and effective working partnership across all functions within Claims and the broader DLG organisation. This includes the Product areas (Motor and Home & Growth), Technology, Operations, Finance and other functional areas help shape Claims and broader enterprise initiatives. As a key member of the Claims leadership team and DLG Enterprise Leaders Network, the role contributes to the wider strategic leadership, direction and development of the organisation.

The role holder will be a certified person under the FCA regime and will be responsible for leading and developing a strong risk and controls culture across Claims Strategy and Operations with a focus on delivering excellent outcomes for our customers and reducing customer effort across Claims Management.

What you’ll be doing:

1. Identifying increased value from indemnity spend and cost control to improve our market position.
2. Supporting the overall Target Operating Model programme and execution, working in partnership with the Claims leadership team, HR, Transformation, Technology and other functional areas to deliver.
3. Leading the development and delivery of the Claims digital transformation strategy to ensure realisation of digital and automated capabilities. This will be in parallel with, and in support of, the current/future Group digital transformation strategy to create an omni-channel, multi-channel approach to claims resolution.
4. Governing and controlling all change activity Claims in terms of change request prioritisation, resource and cost management, and delivery oversight and reporting.
5. Lead and develop a data driven culture across Claims, looking for opportunities to better leverage data to strengthen commercial, operational, performance, risk and customer outcomes. This role will oversee the Claims analytics strategy and development to drive better insight to support Claims and the broader DLG organisation.
6. Develop a commercial, customer-focused ‘one-team’ culture across the Claims Strategy and Operations directorate. Develop a clear vision and strategy for the function, building a culture of high-performance and accountability.
7. Build and acquire key capability and talent to support aligned business strategy and group requirements.
8. Coach and develop the role’s direct reports to build potential, maximise performance and create a high performing, highly engaged Claims Strategy and Operations leadership team. Ensure robust succession plans are in place to support leadership development, future skill requirements and operational continuity.
9. Ensure that a strong risk management culture, and appropriate risk management and controls processes are actively maintained across Claims. This includes compliance with the rules, requirements, and principles of the Financial Conduct Authority (FCA), Prudential Conduct Authority (PRA) and any other legal/regulatory/risk management framework- e.g. Principle 6 (Treating Customers Fairly) and Consumer Duty requirements.
10. Identify, own and manage the risks involved in running our business appropriate to my role, in line with the Direct Line Group risk framework.

What we’re looking for:

• Proven claims leadership with previous senior level experience within an FCA-regulated financial services organisation (ideally insurance sector) and experience of interaction/collaboration with the FCA (role holder will be a certified person under the FCA regime) In-depth insight into emerging functional and industry responses to increased digitisation and associated changes in customer demand.
• Deep customer focus ethic and understanding of emerging customer preferences and behaviour in relevant markets.
• Extensive experience in developing and leading innovative digital transformation strategies and delivery within largescale operational environments in financial services.
• Strong data numeracy and analytical capabilities – across complex financial and operational planning and performance data – coupled with strong strategic, innovative and critical thinking.
• Inspirational leadership with a continuous improvement mindset.
• Significant experience of operating at an executive level, liaising with key senior stakeholders across both operational and corporate support functions.
• Ability to proactively manage business risk and ensure compliance remains at the forefront of the business operation.
• Well-connected and externally focused view across relevant external industries.
• Alignment with our DLG Leadership Capabilities – e.g. strategic mindset, courage, customer focus, developing talent, building effective teams, resilience.

Ways of Working:
Here at Direct Line Group, we recognise the importance of flexibility, not only in our personal lives but also in the way we work. Our mixed model way of working offers a ‘best of both worlds’ approach combining the best parts of home and office-working.

This role will be based out of one of our main offices – c.3 days per week.

Benefits:
We wouldn’t be where we are today without our people and the wide variety of perspectives and life experiences they bring. That’s why we offer excellent benefits to suit your lifestyle. Our core benefits include:

• Flexible and generous annual leave. You also have the option to buy or sell up to 5 days each year too to suit you the way you want it to!
• 9% employer contribution into your pension – regardless of whether or not you pay into the pension plan. You can also opt to take this is a cash benefit instead.
• Annual bonus and long term incentive plan eligibility – dependent on personal and company performance.
• Free private medical cover for you!
• 50% off home, motor and pet insurance.
• Free travel insurance and free Green Flag breakdown cover.
• Life assurance.
• Income protection.
• Access to company car and cycle to work schemes.
• Retail discounts to your everyday shopping needs!

Being yourself:
There’s no-one else like you. No-one with the exact same mix of strengths, quirks, skills and thoughts. That’s why you could belong here. As part of a team of brilliant individuals, in a place that empowers you to be the best you can be. We’re proud of who we are, of what we do, and what every single one of us brings.

Every person, team, Squad, Tribe, and Chapter, across every business that makes our Group. And we’re happy to say we’re customer obsessed. Join us. Help us keep innovating and putting customers at the heart of everything. To be an insurance company of the future. When we work together, we can all achieve great things. Inspiring, challenging, and supporting each other to aim higher. Together, we’re one of a kind.