Head of Claims, Direct - Property & Casualty in London

To lead all London market aspects of Willis’ claims strategy for our Direct Specialty business, and to coordinate as necessary and appropriate with relevant claims leaders in other geographies to ensure the full implementation of the global claims strategy. Key elements of the role will include direct engagement with clients, prospects and markets on complex claims, use and oversight of the Company’s Engagement & Escalation model, and implementation and achievement of Willis Claims Service Standards. Additional areas of focus include the talent management and innovation agendas which are key to future proofing our business while supporting growth.

The Role:

• Develop external and internal value propositions and materials to enhance the profile and promotion of Willis Claims solutions, ensuring alignment with relevant internal stakeholders (in the specialty and globally) and working within the context of the company’s growth strategy and the framework of the global claims strategy.
• Ensure differentiation through client excellence through the implementation of Willis Claims Service Standards.
• Assist in the development, implementation, and monitoring of claims commercialization strategies to include but not be limited to TOBAs and pricing.
• Oversee the current and future operating model(s) through which claims services are delivered to clients and markets, leveraging operational efficiency opportunities as appropriate. This requires implementation of direct, fast-track and managed models defined globally.
• Participate as a claims subject matter expert in the design and implementation of data and technology strategies of Willis Claims, partnering with relevant stakeholders.
• Participate in the management of senior level relationships with insurers, adjusters, and other relevant business partners.
• Support new business efforts at individual client and/or portfolio level scale, in partnership with claims leaders from relevant business units and geographies.
• Engage as appropriate and as part of a defined claims escalation protocol directly with clients, insurers, and others to assist in the resolution of complex claims, in partnership with claims leaders from relevant Willis Specialties.
• Provide relevant management information reports to D&F Leadership on claims performance, with metrics focused on client impact.
• Participate in Willis’ London Market Claims Leadership Team.

Qualifications

• Deep expertise in claims services within the insurance industry (Broking or Underwriting), with the credibility to operate as a trusted subject matter expert.
• Proven experience delivering claims value propositions, service standards, and commercialisation strategies, including pricing and contractual frameworks.
• Strong capability to design, implement, and oversee claims operating models, driving operational efficiency and consistent client outcomes across markets.
• Demonstrated success managing senior client, insurer, and stakeholder relationships, supporting new business and the resolution of complex claims.
• In depth understanding of the International and North American Property and Casualty industries.
• Ability to understand and articulate coverage concepts within complex policy wordings.
• Excellent achievement orientation, solution driven.

What we offer:

Enjoy a benefits package designed to help you thrive, both professionally and personally. You'll receive 25 days of annual leave plus an extra WTW day to relax and recharge. Our comprehensive health and wellbeing offering includes private healthcare, life insurance, group income protection, and regular health assessments, all giving you peace of mind. Secure your future with our defined contribution pension scheme, featuring matched contributions up to 10% from the company. We support your growth and balance with hybrid working options, access to an employee assistance programme, and a fully paid volunteer day to make a difference in your community. On top of these, you can opt into a variety of additional perks including an electric vehicle car scheme, share scheme, cycle-to-work programme, dental and optical cover, critical illness protection, and much more. Start making the most of your career and wellbeing with a range of benefits tailored for you.

Equal Opportunity Employer

We’re committed to equal employment opportunity and provide application, interview and workplace adjustments and accommodations to all applicants. If you foresee any barriers, from the application process through to joining WTW, please email candidatehelpdesk@wtw.com