Senior Claims Manager

About MNK International

MNK International is an established specialist Lloyd's of London international (re)insurance intermediary, headquartered in London.

Outside the United Kingdom, MNK International operates through its international offices in Miami, Warsaw, Dubai (DIFC), Nairobi, Johannesburg, Sao Paulo, and Istanbul, with two further offices opening in Latin America and a pipeline of more than ten additional countries earmarked for continued global expansion.

MNK International forms part of MNK Group, a fully independent worldwide group of companies, comprising a global multiclass wholesale property and casualty MGA platform and a collection of insurance and reinsurance businesses delivering sophisticated solutions tailored to a dynamic global market.

Its mandate is to become a trusted and agile insurance partner for complex specialty risks, leveraging MNK’s global reach, market access, and capital strength. Its operating model is technology-driven, integrating advanced data analytics to deliver tailored risk management solutions, service excellence, and operational efficiency.

Further information is available at: www.mnkintl.com

The Role

MNK International is seeking an experienced Senior Claims Manager to lead its Claims function in London. This is a hands-on leadership role, combining personal ownership of a portfolio of complex and high-value claims with the day-to-day management and development of the wider claims team.

The successful candidate will drive claims handling standards, turnaround times, and client outcomes on a day-to-day basis, acting as the escalation point for complex claims within the team, while working closely with the Claims Director to implement claims strategy, KPI frameworks, and governance standards across the business. The role carries a direct influence on client retention and service quality, through both personal delivery and oversight of the team’s work.

This position offers the opportunity to shape a growing claims function within an expanding international business, with exposure to clients, insurers, and syndicates across Lloyd's and the wider London Market. The role is based in MNK International’s London office and reports directly to the Chief Operating Officer.

Key Responsibilities

Claims Handling and Advocacy

• Personally manage a portfolio of complex, high-value, or contentious claims from notification through to settlement
• Act as the day-to-day escalation point for the claims team on technical or difficult cases
• Negotiate directly with insurers, underwriters, loss adjusters, and third-party administrators to secure optimal outcomes for clients
• Provide hands-on guidance to the team on policy coverage, wording interpretation, and dispute resolution

Team Leadership and Development

• Manage the day-to-day activities of the claims team, including workload allocation, coaching, and performance management
• Support recruitment, onboarding, and the ongoing training and development of claims staff
• Foster a culture of accountability, technical excellence, and client focus within the team
• Support succession planning and skills development to meet evolving market and regulatory demands

Operational Management

• Oversee day-to-day claims operations, ensuring service standards, turnaround times, and quality are maintained across the team’s portfolio
• Monitor team and individual performance against agreed key performance indicators, taking corrective action and driving improvement initiatives
• Maintain and improve operational workflows and processes to enhance the speed, accuracy, and transparency of claims handling
• Support the implementation of claims systems, automation, and data platforms

Client and Stakeholder Management

• Act as a trusted point of contact for clients on claims matters and major loss events within the portfolio
• Build and maintain strong working relationships with insurers, syndicates, and third-party service providers
• Collaborate with the underwriting, broking, and risk teams to provide integrated claims support
• Support the Claims Director in managing key client relationships on complex or sensitive matters

Compliance and Governance

• Ensure that claims handling within the team complies with Lloyd's of London, Insurance Broking Accounts (IBA), and Financial Conduct Authority regulatory requirements
• Support the Claims Director in implementing claims governance frameworks and reporting standards
• Maintain accurate claims records, reserve setting, and provisioning for claims within the portfolio
• Produce regular reporting on team and portfolio claims performance, trends, and key performance indicators, and analyse claims data to identify emerging risks and opportunities for process enhancement

Skills and Experience

• Minimum of eight years’ experience in claims management or claims handling within a specialty wholesale (re)insurance environment
• At least three years in a team leadership or management capacity within a London Market, FCA-regulated (re)insurance or specialty intermediary environment
• Demonstrable hands-on experience personally handling and negotiating complex, high-value, and contentious claims through to settlement
• Strong working knowledge of Lloyd's claims processes, London Market standards, Insurance Broking Accounts (IBA) guidelines, and applicable regulatory requirements
• Excellent analytical, negotiation, and problem-solving skills, with a proven track record on complex and high-value losses
• Experience of managing senior stakeholder expectations and working with loss adjusters and third-party administrators
• Experience of supervising, coaching, and developing claims staff
• Relevant industry qualifications, such as the ACII, are highly desirable
• Experience with claims systems, automation, or data and reporting platforms is advantageous
• Sound judgement and composure when handling contentious matters and major loss events, with a collaborative approach across underwriting, broking, and risk

What We Offer

• Competitive salary commensurate with experience
• Comprehensive benefits package, including pension and health insurance
• Support for relevant professional qualifications and continuing professional development
• The opportunity to shape and develop the Claims function within a growing international business
• Exposure to senior stakeholders across the Group and to the wider Lloyd's and London Market
• Clear opportunities for career progression within a globally expanding organisation

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