Director of Claims in London

About the Company

MNK International, a specialist Lloyd’s of London international (re)insurance intermediary headquartered in London and part of the independent MNK Group, is expanding its operational offering and is recruiting a Claims Director. Based in MNK International’s London office and reporting directly to the Chief Operating Officer, this senior leadership position will lead and optimise the Claims function across MNK International and its offshore Global Corporate Solutions team, with a particular focus on performance management, operational excellence, and delivery of best-in-class claims outcomes for clients across Lloyd’s and the wider London Market.

Role Overview

This role leads the end-to-end optimisation of claims operations, with a strong focus on performance management, regulatory compliance, and delivering best-in-class claims broking and advocacy across the Lloyd’s and London Market. The Claims Director will shape strategy, oversee operational delivery, and act as a senior escalation point for complex, high-value claims. Their leadership will be central to enhancing client satisfaction, strengthening market reputation, and supporting revenue protection through exceptional claims outcomes.

Based in MNK International’s London office, the role supports the company’s mission to be a trusted, agile partner for complex specialty risks — leveraging global reach, market access, and a technology-driven operating model grounded in advanced data analytics. This position reports directly to the Chief Operating Officer and plays a critical role in advancing MNK International’s commitment to service excellence and operational efficiency.

Experience & Qualifications

• Minimum 15+ years’ experience in claims management in a specialty wholesale (re)insurance space, including at least 10+ years in a senior leadership role (e.g., Claims Director) within a London market FCA-regulated (re)insurance or specialty intermediary environment.
• Demonstrated success in building or scaling an insurance broking operations model.
• Relevant industry qualifications (e.g., ACII) are highly desirable.

Expertise

• Proven experience in leading claims teams and managing high-value, complex claims portfolios.
• Deep understanding of Lloyd’s claims processes, market standards, IBA guidelines, and regulatory requirements.

Track Record

• Excellent analytical, negotiation, and problem-solving skills and a proven track record of handling high value/complex losses.
• Experience of managing key stakeholder expectations, working with loss adjusters and TPAs, and continuously developing the skillset/knowledge base of claims staff.

Key Responsibilities

• Define and execute MNK International’s claims strategy in alignment with corporate objectives.
• Ensure full compliance with Lloyd’s, IBA, and wider regulatory requirements.
• Act as the senior escalation point for complex, high-value, and sensitive claims.
• Represent the firm in negotiations and disputes with insurers, underwriters, clients, and key stakeholders.
• Provide strategic insight to the board and executive leadership on emerging risks, market trends, and claims strategy.

• Lead all claims activity across global offices and multiple specialty classes (Property, Casualty, Marine, Energy, Financial Lines, Specialty).
• Maintain consistent service standards and technical excellence across jurisdictions.
• Establish global governance frameworks, KPIs, and reporting standards.
• Serve as the ultimate escalation point for contentious or high-value claims.

• Act as a trusted advisor to clients on major loss events and claims strategy.
• Lead the management of large, complex, and multi-jurisdictional claims.
• Enhance client experience through proactive communication and value-added insights.
• Partner with senior leadership and divisional directors to integrate claims strategy into client planning.

• Build and maintain senior relationships with Lloyd’s syndicates, insurers, and reinsurers.
• Influence market behaviour and outcomes through strong negotiation and technical authority.
• Represent MNK International at Lloyd’s, industry bodies, and global market forums.
• Drive improved recoveries, settlement efficiency, and overall claims outcomes.

• Serve as a recognised market expert across key classes and complex claims scenarios.
• Provide guidance on policy coverage, wordings, and dispute resolution.
• Lead the development of claims insights, benchmarking, and analytics capabilities.

• Oversee global claims operations to ensure efficiency, scalability, and cost control.
• Manage global resource allocation and operational workflows.
• Implement advanced claims systems, automation, and data-driven platforms.
• Drive continuous improvement and operational resilience.

• Maintain strong relationships with insurers, syndicates, clients, and service providers.
• Collaborate with underwriting, broking, and risk teams to deliver integrated solutions.
• Act as the internal subject matter expert on claims and regulatory matters.

• Lead, mentor, and develop a high-performing global claims team.
• Define clear roles, responsibilities, and performance expectations.
• Ensure succession planning and skills development aligned with market and regulatory evolution.

Professionals with relevant London Market experience who are seeking to contribute to a growing, internationally connected intermediary are encouraged to express their interest.

Equal Opportunity Statement

MNK International is committed to building an inclusive workplace where diverse perspectives are valued, and every individual has the opportunity to thrive and contribute to our shared success.