Claims Business Manager in Cardiff

ERS Syndicate 218 at Lloyds is managed by Starr. We are the UK’s largest specialist motor insurer with an A+ rating and have been making motoring passions and livelihoods possible since 1946. We work exclusively with motor insurance brokers to help get under the skin of the most difficult insurance risks, helping build products to meet their customer’s needs.

Starr is a global insurance and investment organisation providing property and casualty insurance solutions to business and industry. Starr has grown into one of the world’s fastest‑expanding insurance organisations, writing business in 128 countries across six continents. Our talented and experienced associates manage risk and ultimately support the profitable growth of organisations in a dynamic, competitive and ever-changing marketplace. Join us and become part of our talented and passionate workforce.

Role Purpose

To lead the oversight and optimisation of ERS’s Delegated Claims Authority (DCA) arrangements, ensuring delivery of high-quality customer outcomes, strong financial performance, regulatory compliance and contractual adherence. The role is responsible for driving continuous improvement across delegated claims operations through robust performance management, data-led insight and effective governance. Working closely with internal stakeholders and external partners, the role will identify and address operational, technical and commercial opportunities, protect the ERS brand and support the development of a high-performing delegated claims proposition aligned to business strategy and market expectations.

Key responsibilities

• Own the performance framework for ERS’s DCA partners, ensuring delivery against contractual commitments, service standards, regulatory obligations and customer outcome requirements.
• Support the implementation of new delegated claims propositions and business initiatives, ensuring effective transition from concept through to operational delivery and business-as-usual management.
• Champion technical excellence and best practice across delegated claims management, working with subject matter experts to ensure consistent application of claims strategy and standards.
• Provide strategic oversight of claims performance through the development and analysis of management information, identifying trends, risks and improvement opportunities across key operational and financial metrics.
• Monitor and challenge DCA performance against agreed KPIs, including claims frequency, severity, indemnity spend, customer service measures with analysis of the impact on loss ratio performance, providing clear recommendations to drive corrective action where required.
• Drive continuous improvement initiatives by identifying opportunities to enhance claims processes, customer experience, operational efficiency and financial outcomes across delegated claims arrangements.
• Provide robust monthly analysis and reporting of DCA performance to management committees translating operational and financial data into actionable insight to support strategic oversight and informed decision-making.
• Ensure delegated claims operations consistently support ERS’s regulatory obligations, including Consumer Duty, Treating Customers Fairly (TCF), fraud prevention requirements and all relevant legal and compliance standards.
• Work collaboratively with Claims Assurance, Audit and Operational teams to provide assurance over delegated authority performance, ensuring audit findings are effectively addressed, tracked and embedded.
• Support the commercial management of DCA contracts, providing performance insight and recommendations to inform contract negotiations, renewals, supplier selection and ongoing partnership strategies.

The above duties and responsibilities are not an exhaustive list, and you may be required to undertake other reasonable duties compatible with your experience and competencies. This description may be varied from time to time to reflect changing business requirements.

Qualifications, skills and experience

• Strong interpersonal and relationship building skills
• Articulate and numerate
• Significant focus on delivery of a first-class customer experience
• Team player
• Works with a high degree of accuracy in all tasks
• Highly organised clear ability to prioritise and deliver on allocated tasks
• Business and financial acumen – comfortable with the numbers.
• Focus on results and delivery – completer finisher.
• Project delivery focus.
• Strong influencing skills verbal and written.
• Collaborative team-play.
• Networking internal and external.
• Relationship performance management.
• TPA management.
• Project initiative delivery.
• Contract construction.
• Motor claims.
• Legal and regulatory requirements.
• Motor insurance market knowledge.

Core behavioural competencies

• Strategic Perspective
• Commerciality
• Relationships
• Performance Focus
• Development of self and others
• Resilience and adaptability

Additional Information

Starr is an equal opportunity employer, which means we will consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and we're committed to creating an inclusive environment for all employees. We offer first class training and development opportunities to all employees. Our aim is to grow our own talent and bring out the best in people.