Operational Claims Manager in London

This career opportunity is available at Santam Syndicate 1918 for a Claims Operations Manager, who will be based in the UK & have a right to work in the UK.

The Claims Operations Manager drives performance, enhances process improvements, and supports the delivery of an effective customer focused claims service. Reporting to the Head of Claims, it is a key role focused on stakeholder collaboration to develop and oversee proactive Claims Management and performance.

Key responsibilities include:

• Developing and leading the operational oversight of the claim function ensuring alignment with Company strategy, adherence to Lloyds Principles and regulatory requirements where required.
• Developing and monitoring Claims operating model by reviewing existing processes, identifying improvements and implementing changes where appropriate to drive and create operational efficiencies.
• Improving the governance and reporting framework across Syndicate Claims through ongoing review and development of MI, including KPIs, and tracking performance metrics to monitor and measure customer outcomes.
• Developing a robust oversight framework that monitors and manages all risks associated with delegated claims handling services (including Cover holders, TPAs and other outsourced partners) ensuring adherence to approved frameworks, authority limits, and required standards.
• Building and developing relationships with key stakeholders across Santam including Underwriting, Finance, Risk, Compliance, Legal, Internal Audit, Operations and Actuarial.
• Acting as Claims representative on inter-departmental initiatives, building relationships within the Santam Group to ensure timely and accurate reporting within agreed timelines.

Proven experience delivering claims-related projects and operational change initiatives is essential. Strong people skills are required to work effectively and professionally with diverse groups at all levels across the business. The candidate should be confident working with systems, data, and process improvement initiatives, and possess proficiency in Microsoft Office Suite (MS Office, Teams, booking systems). Flexibility and adaptability are also important.

Santam Syndicate 1918 is a new wholly owned and capitalised entity of Santam Insurance, the largest insurance company in South Africa with a 107-year heritage. 1918 is strategically important in expanding and developing Santam’s international footprint, through access to the London market talent, distribution network and Lloyd’s global insurance and reinsurance licenses. Our syndicate is a London managed and run business, with a strong, experienced leadership team, focused on underwriting discipline, whilst allowing our teams to feel empowered and accountable for their actions. We are building a collaborative team where underwriting, claims, actuarial and other functions work closely, to help achieve superior underwriting results.