Claims Manager – Drive Digital Innovation & Customer Excellence

Sudale Search & Select; London; Hybrid; GBP 60,000 - 70,000; Full time

Job summary

An established industry player is seeking a Claims Manager to lead the transformation of the claims validation process. This role involves streamlining operations to enhance customer experience while ensuring compliance with regulatory standards. You will work closely with third-party vendors and senior stakeholders, driving innovation and performance in a digital-first environment. The ideal candidate will possess a strong background in insurance oversight and a proactive mindset to tackle challenges. Join this forward-thinking company and make a significant impact in the evolving landscape of claims management.

Benefits

25 days holiday + bank holidays

Pension + Life Assurance (4x salary)

Charity Days

Annual Professional Development Allowance

Wellbeing Allowance

Phone Allowance

Fitness Allowance

Qualifications

• Strong background in insurance oversight or claims validation.
• Experience partnering with third-party vendors for performance.

Responsibilities

• Overseeing the introduction of a digital claims portal.
• Identifying trends in claims handling and sharing insights.

Skills

Insurance Oversight

Claims Validation

Fraud Prevention

Stakeholder Engagement

Vendor Management

Job description

• Salary: £60,000- £70,000 (plus comprehensive benefits package)
• Contract: Full Time

£60,000 – £70,000 + Bonus + Excellent Benefits
London – 3 days per week | UK-based role with future European remit

Are you ready to take ownership of high-value claims initiatives that balance fraud detection with customer satisfaction?

Do you thrive in transforming processes, influencing 3rd party vendors, and delivering better outcomes for both customers and businesses?

Would you like to join a company recognised for its inclusive culture, leadership development, and digital-first strategy?

The Role: Claims Manager

This is your opportunity to shape and streamline the end-to-end claims validation process in a fast-evolving business, working directly with a Head of Claims & Customer who has led game-changing strategies at both challenger brands and global corporates.

You’ll take charge of transforming a traditionally complex area into a smooth, digital-first customer experience — with particular focus on reducing claims turnaround to one week, driving vendor performance, and embedding a genuinely customer-first culture.

Your remit will include:

Overseeing the introduction and optimisation of a newly developed digital claims portal

Ensuring third-party claims validation partners are aligned with regulatory standards and customer-centric goals

Identifying trends in claims handling — diving into complex cases to assess outcomes and sharing insights to drive better decisions

Leading the cultural shift across vendor relationships to balance fraud detection with exceptional service

Tackling rework rates and friction in the customer journey with a root-cause, improvement-led mindset

Partnering with senior stakeholders to drive claims innovation in Europe, including markets such as Spain, Norway and Germany

Exploring use cases for AI and digital tools to enhance speed, accuracy and customer experience

What You’ll Bring:

Strong background in insurance oversight or claims validation, ideally within regulated markets

Experience partnering with third-party vendors to drive performance and ensure compliance

Strategic awareness of fraud prevention, combined with a passion for improving customer journeys

Confidence engaging with stakeholders at all levels and leading projects independently

A proactive, solutions-focused mindset — you see opportunities where others see friction

What’s on Offer:

Performance-based bonus

25 days holiday + bank holidays

Pension + Life Assurance (4x salary)

Charity Days + Annual Professional Development Allowance

Wellbeing, phone and fitness allowances

The chance to directly shape a digital transformation in claims — and make a real impact

The Hiring Process:

Initial Chat with Kerry @ Sudale Search – a genuine, two-way conversation about fit

Informal culture fit call with HR – remote

Competency interview with Head of Customer & Claims

Case Study Presentation – show how you think, not just what you’ve done

Why Apply Through Sudale Search?

We don’t ghost. Every applicant gets a response. We value candidate experience as much as client delivery — and we’re here to champion inclusive hiring at every stage.

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