Insurance Operations Lead in London

The Insurance Operations Lead plays a pivotal role in the end‐to‐end delivery and continuous improvement of our global insurance operations. Combining hands‐on execution with strategic process leadership, the role ensures that contracts, claims, renewals, workers' compensation activities, and financial reconciliations are delivered accurately, efficiently, and consistently. The successful candidate will drive operational excellence through the optimisation of workflows, the application of best‐practice controls, and the intelligent use of emerging technologies, including AI‐enabled tools, to enhance transparency, insight, and performance across the insurance lifecycle.

This hybrid role offers the flexibility to work from home, with the expectation that candidates will be able to travel to our central London office approximately twice a week.

What you’ll be doing:

• Contract Reviews: Triage and review insurance, indemnity, and limitation of liability clauses. Identify gaps for legal review and provide appropriate pushback. Operate controlled request and approval workflows. Maintain the endorsement and certificate of insurance register for annual renewals. Reconcile binders, policies, and endorsements to ensure accuracy and compliance. Verify that certificates of insurance align with contractual requirements.
• Claims Management: Administer claims across liability, workers' compensation, property, casualty, auto liability, fiduciary, and cyber. Maintain accurate claims documentation and update internal/external systems (e.g., Sedgwick ViaOne). Standardise documentation and establish SLAs with brokers and TPAs. Implement a unified claims log and dashboard to improve visibility and reporting. Submit post‐renewal payroll reports and audit documentation. Review all claims involving lost time or injury. Prepare and post OSHA‐required documents and ensure regulatory compliance. Complete annual BLS surveys for designated sites.
• Renewal Management: Ensure all global and local renewal documentation is executed and filed. Manage monopolistic state policies requiring quarterly renewals (e.g., Washington, North Dakota). Support the enterprise risk analyst in collecting and validating renewal data.
• Invoicing, Allocations & Financial Reconciliation: Track and reconcile insurance invoices against bind instructions and local policy requirements. Ensure correct application of local taxes and costs. Validate premium allocations and reconcile against budgets in partnership with operational finance. Confirm premium payments and receipts with insurers, following up with internal teams where required.
• Process Improvement: Identify friction points across key insurance processes and recommend priorities to the Head of Risk Management. Map current versus target workflows to support operational redesign. Design, document, and implement SOPs for renewals, claims, contract reviews, and allocations, including controls, KPIs, RACI, and potential AI usage. Pilot AI‐enabled tools within Microsoft 365 (Copilot, Power Platform, SharePoint, Power BI) to support clause comparison, summarisation, and reporting.

What You Will Bring:

This role requires deep technical insurance expertise and the ability to partner confidently with internal stakeholders, brokers, and TPAs to deliver a high‐quality, globally consistent service. Experience reviewing insurance, indemnity, and limitation clauses, identifying gaps, and developing playbooks. Ability to interpret US contracts is essential. Skilled in implementing controlled workflows, maintaining registers, and reconciling binders, policies, and endorsements. Ability to maintain standardised claims documentation, set SLAs, implement unified logs/dashboards, and identify coverage gaps. Experience submitting payroll reports, preparing OSHA documentation, and completing BLS surveys. Strong capability in identifying friction points, mapping workflows, and implementing SOPs with controls, KPIs, and RACI. Familiarity with Microsoft 365 tools (Copilot, SharePoint, Power Platform) to support AI‐enabled pilots for contract review, documentation, and reporting.