Claims Manager

Location: Hybrid / London

Employment Type: Permanent – Full Time

Salary and Benefits: Competitive + Car/ Car Allowance, Bonus Scheme, Private Medical Cover and Pension Matched up to 6%

Overview

Be at the centre of how we manage and resolve risk globally. This is a high-impact opportunity to shape how a global organisation manages its most complex and high-value insurance claims. As Claims Manager, you will sit within the Group Insurance team, working at the intersection of finance, risk, legal and operations. Your role will go beyond oversight – you will influence outcomes. From managing major losses and litigation to improving how claims are handled, reported and analysed, you will play a critical role in protecting the business and driving better decision‑making. You will work across multiple geographies and insurance classes, partnering with internal stakeholders, brokers, third‑party administrators and captive insurers to ensure claims are handled efficiently, fairly and with strong commercial discipline.

What you'll be doing

• Overseeing the performance of third‑party claims administrators and broker claims advocates, ensuring consistently high standards
• Managing complex and high‑value claims, including large losses and litigation, in collaboration with Legal and senior stakeholders
• Ensuring claims are resolved efficiently, with strong control over cost, reserves and outcomes
• Validating claims reserves and insurance costs to ensure accuracy and robustness
• Leading claims audits and strengthening governance, controls and data integrity
• Enhancing incident reporting processes and driving improvements in claims management frameworks
• Producing and analysing loss data, dashboards and insights to inform business decisions
• Advising the business on claims exposure, trends and risk implications
• Supporting renewal strategies through claims insights and collaboration with the wider insurance team
• Delivering training and guidance to improve claims awareness and capability across the business

What we're looking for

• Significant experience in commercial claims management, ideally within a large, multinational organisation
• Proven track record managing complex, high‑value claims and litigation
• Strong understanding of insurance policy wordings across Property, Liability, Motor, Financial Lines and Specialty classes
• Experience working with third‑party administrators and captive insurance structures
• Strong analytical and financial acumen, with the ability to interpret and present claims data clearly
• A confident communicator who can influence senior stakeholders across finance, legal and operational teams
• A proactive, solutions‑focused mindset with a drive to improve processes and outcomes

Why this role?

This is more than a claims oversight role; it is an opportunity to shape how claims are managed across a global organisation. You will have the autonomy to drive improvements, influence strategic decisions and build strong relationships with senior stakeholders worldwide. If you are looking to broaden your impact, work on complex and meaningful cases and play a key role in how risk is managed at scale, this role offers that platform.

What we offer

• Company car / £4200 cash alternative
• Private healthcare
• Bonus scheme of 10% on target
• Flexible working considered
• Pension – 6%
• Chance to contribute to innovation in the public services
• A company passionate about diversity and inclusion
• Serco discounts including cinema, entertainment, online shopping, mobile phone plans and leisure centre memberships
• Employee Assistance Programme, Simply Health Cash Plans and other wellbeing benefits for you and your family
• Career development training – role‑specific training, leadership coaching, formal study and more to support your growth with Serco
• A safe and supportive culture

Equal Employment Opportunity Statement

At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. We are open to discussions around flexibility and flexible working. We are proudly Disability Confident Leader employers and holders of the Gold Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at interview. At Serco we support fair access to employment for those with unspent criminal convictions through the 'Ban the Box' pledge.