At a Glance
- Tasks: Lead and redesign global claims operations using innovative AI solutions.
- Company: AI-native TPA backed by top investment funds, redefining claims management.
- Benefits: Competitive salary, equity options, and a dynamic work environment.
- Other info: Full-time, in-person role with opportunities for career growth in London or New York.
- Why this job: Be at the forefront of transforming claims processes and making a real impact.
- Qualifications: Experience in operational strategy and technical claims handling required.
The predicted salary is between 110000 - 150000 £ per year.
Location: London; New York On-Site | Full-time
Compensation: $150K – $200K • Offers Equity • £110K - £150K
Our client is an AI-native Third-Party Administrator (TPA) that is redefining how claims operations are managed globally. Backed by some of the world's most prestigious investment funds—including Y Combinator, Atomico, and Eurazeo—our client manages claims operations across the US, UK, and Europe for leading MGAs, publicly traded companies, and household insurer names. By combining elite claims talent with proprietary AI systems, our client delivers drastically faster resolutions, lower leakage, and a fundamentally superior, empathetic customer experience across multiple lines of business (including auto, property, travel, gadget, pet, renters, and liability).
Our client is seeking an ambitious, hands-on Head of Claims to lead, redesign, and scale their global claims function. This is not a traditional insurance leadership role. This position is designed for an operational and technical strategist who views claims as a product, technical, and operational challenge rather than just a people-management task. The successful candidate will rebuild claims processes from first principles, establish global standards, and work closely with the founding, product, and engineering teams to integrate cutting-edge AI workflows.
Location: This is a full-time, in-person (5 days a week) role based out of our client's office in London (UK), New York (US), or their upcoming Dallas (US) location.
Key Responsibilities- Rebuild Claims Operations from First Principles
- Redesign workflows, escalation structures, QA systems, and claims governance to eliminate unnecessary complexity and operational bottlenecks.
- Build highly scalable claims standards across multiple lines of business and diverse geographic regions.
- Collaborate directly with product and engineering teams to automate workflows and continuously improve operations using AI.
- Own Technical Claims Excellence
- Define and maintain technical claims handling standards across auto, property, liability, travel, renters, and other specialized products.
- Establish and oversee governance frameworks for complex, high-risk, litigated, or precedent-setting claims.
- Personally review difficult or high-value cases, making final technical decisions where required.
- Drive continuous improvement across core metrics, including leakage, fraud prevention, recoveries, and audit performance.
- Build and Scale Elite Claims Teams
- Recruit, develop, and mentor exceptional Claims Handlers, Team Leads, and QA specialists.
- Elevate the organization's technical capabilities by creating coaching systems, calibration frameworks, and structured technical training.
- Foster an internal culture centered on high standards, extreme ownership, and urgency.
- Manage Key Partner and Customer Relationships
- Serve as the senior claims subject matter expert during strategic partner, customer, and carrier meetings.
- Support client launches, external audits, high-level escalations, and executive-level insurer discussions.
- Cultivate deep trust with carriers, MGAs, brokers, and key enterprise partners.
- Overall claims quality, technical accuracy, and claims governance across all active client accounts.
- Leakage reduction, fraud detection, and litigation outcomes.
- SLA performance, backlog management, and low complaint rates.
- QA and external audit scores, as well as recovery performance.
- Team quality, talent development, and high retention rates.
Head of Claims employer: MLabs Ltd
MLabs Ltd is an exceptional employer that values innovation and collaboration, offering a remote work environment that promotes flexibility and work-life balance. Employees benefit from a culture of continuous learning and growth, with opportunities to engage in meaningful projects that make a real impact. Join us to be part of a dynamic team where your contributions are recognised and rewarded.
