Claims Operations Lead

The Fidelis Partnership is a leading specialty, bespoke and (re)insurance business. We have built our name on a 40-year track record of outperformance, and we continue to beat the market in our underwriting and returns. More information on The Fidelis Partnership can be found at www.fidelispartnership.com.

The Company currently writes lines of business including specialty insurance: aviation & aerospace, energy, marine, property, terror & political violence, contingency and other specialty lines; reinsurance: property reinsurance, property retrocession, specialty reinsurance, whole account/multi-class and bespoke.

Role Overview

The Claims Operations Lead drives performance reporting, governance, and process improvements across the claims function, ensuring efficient operations and strong controls. It is a senior role focused on stakeholder collaboration, delivering MI and insights, and leading initiatives to improve systems, processes, and overall claims performance.

Role Responsibilities

• Support and deliver Claims Performance reporting and initiatives to drive best practices across the Group Claims Function.
• Support, monitor, maintain and develop the Claim control framework ensuring it fits with company strategy and adheres to the SOX framework where appropriate.
• Support the management of all Internal Audits undertaken across Claims, working to support the audit and then take responsibility for implementing any action points, clearly evidencing timelines and reporting on a monthly basis against progress to ensure all points are cleared within agreed timeframes.
• Support ongoing review and oversight of the Function’s MI, including KPI monitoring, ensuring that the output is timely, accurate, fit for purpose and relevant to support and evidence the operational efficiency of Group Claims.
• Support the continuous improvement of the governance and reporting capabilities across Group Claims.
• Support Claims initiatives of improving the Claims Operational Model(s) by reviewing existing processes, identifying improvements and implementing changes where appropriate to drive and create operational efficiencies across the business.
• Supporting claims operations and technology across the business, ensuring efficient and effective business processes are consistently implemented across the group Claims function.
• Identify, prioritise and deliver group claims process efficiencies, including effective and efficient data capture and reporting.
• Liaise and forge strong working relationships with key stakeholders across Fidelis MGU including but not limited to Underwriting, Finance, Risk, Compliance, Legal, Internal Audit, Operations and Actuarial.
• Act as Claims representative on inter-departmental initiatives.
• Build a good working relationship with Fidelis Insurance Group to ensure that information flows in a timely and accurate manner in order to ensure that key reporting is provided in line with agreed timelines.
• Where required, Co-ordinate and monitor development of systems design and change process, including Prequel change requests, Trax implementation, and other systems.
• Be prepared to travel to other Fidelis locations to provide support to the local Claims Management team as required and support in any procedural amendments that may be required.

Management Expectations

• Provide clear leadership, direction and day‑to‑day management within the Claims Operations team and support the Group Head of Claims Operations, setting expectations aligned to Group Claims strategy and priorities.
• Own performance management for direct reports, including objective setting, regular performance reviews, coaching and development planning.
• Build team capability across Claims MI, governance, controls, and operational improvement, ensuring sufficient depth of expertise and resilience within the team.
• Promote a culture of accountability, collaboration and continuous improvement across all Claims Operations activities.

Skills & Experience

• At least 8 years’ experience in a similar role.
• Lloyd’s and Company Market Experience.
• Proven experience delivering claims-related projects and operational change initiatives.
• Excellent written and oral communication skills.
• Strong interpersonal skills in order to work effectively and professionally with diverse groups at all levels across the business.
• Proven prioritisation and time management skills with accurate results.
• Must be able to self‑lead effectively and work effectively both independently and with teams.
• Demonstrated ability to deliver and manage accurate thoughtful detail‑oriented work within tight deadlines and/or while working extended workdays.
• Basic competency in MS Office applications: Word, Outlook, Excel and Adobe Standard required.
• Basic competency in Power BI desktop report development (ability to self‑service new report design and builds).