Claims Operations Lead

The Fidelis Partnership; Greater London; On-site; GBP 90,000 - 130,000; Full time

Job summary

The Fidelis Partnership is seeking a senior Claims Operations Lead to drive performance reporting, governance and process improvements across the claims function. This role focuses on stakeholder collaboration, delivering MI and insights, and leading initiatives to enhance systems, processes and overall claims performance.

With 8+ years in a similar role and Lloyd's/Company Market experience, you will manage audits, KPI monitoring and cross‑functional liaison to ensure timely, accurate reporting

Qualifications

• Eight years+ in a similar role within Lloyd's/Company Market environments.
• Proven ability to deliver claims‑related projects and operational change initiatives.
• Excellent written and oral communication skills.
• Strong interpersonal skills to work with diverse groups at all levels.

Responsibilities

• Lead claims performance reporting and governance across the Group Claims Function.
• Manage internal audits and action tracking with monthly progress reporting.
• Oversee KPI monitoring and ensure MI output is timely and fit for purpose.
• Drive governance and reporting improvements across Group Claims.
• Identify and implement process improvements to drive operational efficiency.

Skills

Lloyd's Market Experience

Company Market Experience

Claims Projects

Communication Skills

Interpersonal Skills

Time Management

Self-Lead

Detail‑Oriented

MS Office

Power BI

Tools

Power BI

MS Office

Job description

The Fidelis Partnership is a leading privately‑owned, Bermuda‑based Managing General Underwriter, which, through its subsidiaries, is a global underwriter of property, bespoke and specialty insurance and reinsurance products. The Fidelis Partnership is one of the largest Managing General Underwriters globally and its operations also include outwards reinsurance, claims handling, exposure management and portfolio analytics. The Fidelis Partnership also sponsors and incubates specialist MGAs through its Pine Walk platform. The Fidelis Partnership is separately owned and managed from the ownership and management of Fidelis Insurance Group.

Across product lines and geographies, we focus on three diversified pillars: reinsurance, specialty and bespoke solutions. We are truly diversified. Our long‑standing partnerships with capital providers and quota share partners make us nimble. Our breadth of expertise and capabilities deliver outstanding market returns.

The role

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.

Key accountabilities

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
• 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)

Other

The Fidelis Partnership Ethos

At The Fidelis Partnership, we aim to be different while making a difference.

• We set the standard for quality in our industry. Guided by our expertise, our clients can take unique and material risks with confidence.
• Our approach is tailored and designed to deliver excellence for our clients. We are trailblazers, creating unique solutions in the (re)insurance space.
• We are experts. Our brokers and clients value the depth of our knowledge and experience. We leverage state‑of‑the‑art underwriting technology to be a market leader.
• We believe sound ethics make for good business. We deliver value for our customers, investors and communities while actively avoid trading with industries that cause harm to people, the environment and animals.
• We pride ourselves in creating a workplace that prizes execution, meritocracy, Diversity & Inclusion. Our people herald from countless backgrounds and are united by ambition and the unabashed desire to deliver excellence every day. We provide a competitive environment that helps people cultivate themselves professionally and personally and balance a rigorous workplace with a mindset that prioritises environmental and charitable activities in our communities worldwide.

Our ethos dictates our decisions and actions. It unites us as a team of experts and colleagues and provides us with a compass for ensuring we deliver our best to every stakeholder we serve.

Diversity, Equity & Inclusion

Diversity & Inclusion in the workplace

• Insofar as possible, we aim to ensure the composition of our workforce reflects the make‑up of the local community
• We have specific programmes in all our offices to support diversity within the hiring process, e.g. internship and scholarship award programmes
• This is a particular focus in Bermuda, where we engage actively with local organisations to source diverse talent and provide coaching/mentoring for underrepresented groups
• We aim to maintain a focus on equal opportunities across all stages of hiring process
• We measure and minimise the pay gap where possible.

Bring Your Whole Self to Work

Our vision is for a workplace culture where differences are valued and where diversity of background, experience and thought are welcomed. We want to create an environment where all employees, regardless of who they are, are given equal opportunities for career progression and enjoy fair reward from their and The Fidelis Partnership’s successes. This will be driven by a workforce that embraces Diversity & Inclusion at every level, in every department across The Fidelis Partnership.

To ensure that all candidates have a fair opportunity to show their abilities during the recruitment process, adjustments may be required. If your physical or mental health or disability may necessitate an adjustment, please contact [e-mail] to discuss. All information relating to your health or disability will be treated in accordance with our data protection policy.

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