Claims Operations Manager

CNA Hardy; Greater London; On-site; GBP 65,000 - 90,000; Full time

Job summary

CNA Hardy is recruiting a Claims Operations Manager to oversee governance and continuous improvement across claims processes in London or Manchester. The role focuses on optimizing operations, audits, and remediation actions while driving efficiency and reducing leakage.

You will lead supplier governance, subrogation, and recoveries, and report on management information to build capability across the Claims function. Strong Excel skills and regulatory awareness are essential.

Qualifications

• Experience in claims optimisation or transformation.
• Strong governance knowledge and regulatory awareness.
• Proven ability to lead cross-functional stakeholder groups.
• Analytical thinker comfortable with numerical data and metrics.
• Excellent written and verbal communication skills.

Responsibilities

• Oversee operational governance across Claims Operations.
• Lead audits, regulatory obligations and remediation actions.
• Drive continuous improvement to increase efficiency and reduce leakage.
• Manage supplier and recovery oversight including subrogation and third-party performance.
• Provide clear management information and lead capability-building within Claims.

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, recognizing 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.