Insurance Operations Manager (Claims) (UK)

Description

Open is an Australian-founded insurtech company on a mission to deliver the best insurance experiences for the world.

We’ve grown rapidly since launching in the UK, working with some of the UK’s leading consumer brands like Avios and Starling Bank – and we’re just getting started.

Now, we’re looking for an Insurance Operations Manager (Claims) to take ownership of our claims operations in the UK.

Reporting to the Chief Commercial & Insurance Officer, you’ll be responsible for managing the claims experiences and performance of our panel of expert Third-Party Administrators (TPAs).

This is a mission-critical role where you’ll directly impact customer experience and commercial outcomes by overseeing claims processes, resolving escalations, and driving continuous improvements in claims operations.

It’s a fantastic opportunity for an ambitious insurance professional to join a scaling business and accelerate your career.

About Open

Open’s on a mission to deliver the best insurance experiences for the world.

With data and technology at our core, we power embedded insurance programs for leading brands like Avios, Starling Bank, Bupa, and Telstra (Australia’s largest telco) and their customers. Starting in Australia in 2016, we’ve launched in the UK and are growing rapidly across travel, gadget, and home insurance.

We’re backed by leading investors, including LocalGlobe (UK), AirTree Ventures (AU), Movac (NZ), and Hollard Insurance (AU).

Plus, we’ve been a certified B Corp since 2017, keeping our commitment to having a positive impact on our people, partners, and communities at the heart of everything we do.

Come and join our global team and help us deliver the best insurance experiences for the world.

What You’ll Do

Your day-to-day will vary, but here’s what you can expect over your first few months:

Be our UK claims subject matter expert:

• Act as the go-to person for all claims activities, trends, and TPA capabilities and performance.
• Play a key role in cross-functional projects, including new product launches, new partner onboarding, and other initiatives.
• Provide insights and reporting on claims experience and TPA performance to internal stakeholders, including our Board.

Ensure TPAs deliver excellent claims management

• Drive continuous improvements in end-to-end claims operations, identifying, prioritising and executing on opportunities to enhance customer experience and business outcomes.
• Lead training, new process development, and First Notice of Loss (FNOL) updates for new products and product changes.
• Monitor TPA performance against KPIs, and implement improvements where needed.

Handle claims referrals and escalations

• Manage claims referrals and escalations to and from our TPAs, ensuring timely and fair resolutions.

Oversee TPA performance and relationships

• Act as the key liaison with TPAs, developing strong relationships that foster collaboration and accountability.
• Conduct regular performance reviews, QA checks, deep-dive audits, and compliance reviews.

Own claims data & reporting

• Ensure we receive complete and accurate data and reporting from our TPAs to manage our business effectively.

We firmly believe your career is what you make it. There’s no shortage of things to do at Open, and in this role you’ll have exposure to all parts of our business in the UK. You’ll also get a chance to learn from, and share your own learnings and experience with, the broader global team.

With broad experience, tons of responsibility, the balance of plenty of autonomy with coaching, feedback and support, you’ll have all of the ingredients you need to develop rapidly and propel your career growth.

Requirements

To succeed, you\’ll need:

• 3+ years experience in consumer insurance claims management or oversight, either directly or indirectly (e.g. heavily involved via another role, like underwriting or insurance product management).
• A “no excuses” attitude to delivering great experiences for our customers and our partners and taking ownership when you see a problem that needs fixing.
• Great relationship and stakeholder management skills, with the ability to communicate well with stakeholders of all levels.
• Strong analytical, critical thinking and problem solving skills.
• The ability to create plans, prioritise and then roll up your sleeves and get things done.
• The ability to work independently and proactively, as well as with cross-functional teams.
• Excitement to learn new things and challenge yourself in a fast-paced, high-growth environment.
• Experience in a fast-growth start-up or scale-up will be beneficial, but isn’t required.

We work flexibly, and for this role, we’re ideally looking for someone who can spend 3 days a week in our London hub and 2 days working from home. This hybrid approach helps us stay connected while also supporting deep focus time and work-life balance.