Claims Operations Manager

00601 CNA Services (UK) Limited; City Of London; Hybrid; GBP 70,000 - 95,000; Full time

Benefits offered by this job

Flexible hybrid working

Competitive compensation and benefits

Job summary

CNA Hardy is hiring a Claims Operations Manager for our London or Manchester offices. The role leads operational governance, assurance and continuous improvement across key claims processes with a hybrid working model.

You will oversee audits, regulatory obligations and remediation actions, while driving efficiency and stronger controls. Collaboration with Claims, Finance and Compliance is essential to deliver robust outcomes for our clients and our business.

Qualifications

• Experience in claims operations optimisation or transformation.
• Understanding of regulatory and legal requirements, audit activity and controls.
• Strong stakeholder management with Claims, Finance, Compliance partners.

Responsibilities

• Oversee operational governance: develop and maintain frameworks, controls and procedures across Claims Operations.
• Oversee audits and regulatory obligations, including SOX and internal/external audit activity, lead remediation actions.
• Drive continuous improvement to increase efficiency, reduce leakage and strengthen controls, including technology changes.
• Lead subrogation/recoveries, vendor onboarding, panel governance and delegated authority arrangements.
• Produce clear management information and build technical capability across the Claims function.

Skills

Claims operations

Governance

Stakeholder leadership

Analytical thinking

Communication

Tools

Excel

Job description

At CNA Hardy, great people don’t just join us, they grow with us, lead with purpose, and help shape the future of our business and the industry. We exist to help businesses navigate an unpredictable world and we do that through the expertise, integrity and commitment of our people. Every role contributes to protecting businesses, livelihoods and communities, giving our people the opportunity to make a meaningful and visible impact.

The Role

We are currently hiring for a Claims Operations Manager in our London or Manchester office to lead operational excellence, governance and continuous improvement across key claims processes.

What You’ll Be Doing

• Operational governance: Develop and maintain robust frameworks, controls and procedures across Claims Operations.
• Audit and assurance: Oversee operational audits and regulatory obligations, including SOX, internal and external audit activity, and lead remediation actions.
• Continuous improvement: Drive initiatives that improve efficiency, reduce leakage and strengthen operational controls, including operational and technology change.
• Supplier and recovery oversight: Lead subrogation and recoveries, vendor onboarding, panel governance, delegated authority arrangements and third-party performance.
• Insight and capability: Produce clear management information and lead learning initiatives that build technical capability across the Claims function.

What We’re Looking For

• Claims operations expertise: Strong knowledge of claims practices and procedures, with experience in claims optimisation or transformation.
• Governance knowledge: A practical understanding of relevant regulatory and legal requirements, audit activity and operational controls.
• Stakeholder leadership: The ability to build effective relationships with Claims leadership, Finance, Compliance and other business partners.
• Analytical thinking: Demonstrated problem-solving skills, intellectual curiosity and confidence working with mathematical and statistical information.
• Communication and organisation: Clear communication, effective planning and good Excel skills, with the ability to manage priorities independently.

Why Join CNA Hardy?

Our workplace is dynamic, challenging and ever evolving, here your voice matters and you can make a difference. We celebrate individuality and inclusivity, ensuring everyone feels valued, respected and supported to share ideas and perspectives. Our employees and their families are important to us. That’s why we offer flexible hybrid working and a competitive compensation and benefits package. We also invest in your growth through learning, mentoring and clear development pathways, recognising and rewarding performance and the behaviours that drive success. We recognise that the development of skills and experiences is crucial for our people to achieve their aspirations and reach their full potential.

The Company

CNA Hardy is a leading specialist commercial insurance provider for clients within the Lloyd’s and company markets. We offer a highly specialised and comprehensive portfolio of innovative and market leading products. Coverage is available to businesses of all sizes for domestic, international and global exposures. We are a leading specialist commercial insurance provider for clients of all sizes with both domestic and international exposures. Writing across both company and Lloyd's platforms offers our brokers the flexibility to find the best solution for their clients in more than 200 countries and territories worldwide. Find out more about our Lloyd's Syndicate 382. Our clients trust us because we understand the risks they face. Our teams on the ground have the local expertise and authority to provide fast, effective solutions for our clients across our network of dedicated offices in Belgium, Denmark, France, Germany, Italy, the Netherlands and the UK (Birmingham, Glasgow, Manchester and London). Whether it’s our expert underwriters, risk control engineers, claims managers or international solutions team, we work in partnership with our brokers to deliver our highly-specialised and comprehensive portfolio of innovative and market-leading products in response to emerging exposures and ever-changing needs. CNA Hardy is part of CNA Financial Corp, one of the largest U.S. commercial property and casualty insurance companies. Trusted for more than 125 years, CNA provides a broad range of standard and specialised insurance products and services for over 1 million businesses and professionals across the U.S., Canada and Europe.