Claims Operations Manager

AXA UK; United Kingdom; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A global insurance company is seeking a Claims Operations Manager to manage claims handling and ensure process integrity across various portfolios. The ideal candidate will have strong project management, analytical skills, and experience in change management. This permanent role is primarily located in the UK, with involvement in both UK and US operations. Competitive compensation and a supportive work culture are offered.

Benefits

Career development opportunities

Diversity and inclusion initiatives

Healthy work-life balance

Qualifications

• Demonstrated ability to absorb, synthesize, and embed complex technical concepts.
• Experience managing cross-functional projects related to operations and process improvement.
• Advanced use of analytics and data for decision making.

Responsibilities

• Manage and support projects across various portfolios.
• Work closely with teams to enhance systems and processes.
• Design and implement audits for claims coding.

Skills

Project management skills

Analytical skills

Problem-solving skills

Change management

Job description

Role Title:Claims Operations Manager

Department:Claims

Team:Claims Operations (US)

Location:UK or US

Type:Permanent

Reporting to:Senior Claims Operations Manager (US)

About the Role:

The Global Cyber Claims Ops Manager will work with the Global Cyber Claims Leader (GCCL) and Liberty International Insurance (LII) regional cyber claim professionals to deliver consistency in claims handling across North America Specialty (NAS) US, NAS Bermuda, LM Canada, LII London, LII Central, LII East, and LII West. They will lead the assessment, design, build, implementation and measurement of best practices, process integrity audits, and portfolios of work of moderate to high complexity. They will also look broadly across the organisation and relevant markets to identify opportunities for improvement in claims handling, owning engagement / collaboration with stakeholders to improve and maintain solutions. They will anticipate the depth and frequency of necessary communications and participate in ongoing planning / prioritization of work

In focus for 2025-26 are efforts related to data integrity, claims reserving, and process/strategy optimization. They will help ensure that the right work is assigned to the right resources, facilitate effective communication of value internally and externally, and drive connectivity with our partners in Actuarial, Underwriting, Risk Engineering Cyber Incident Response vendor management, and local senior claims management.

Key Responsibilities:

• Manage and support projects across various portfolios of work; lead conversations to identify, scope, build, and execute on complex project plans
• Work closely with Claims Strategic Operations, NA Claims Enablement, and Global Cyber Claims to enhance systems, best practices, and processes.
• Design and implement focus audits for claim coding and reserving initiatives.
• Assess gaps in employee experience, skills, and tools, developing recommendations and go-forward solutions.
• Monitor expenses in relation to budget on ULAE and ALAE issues.
• Participate in various internal and external committees and ensure senior management is kept up-to-date
• Collaborate closely with underwriting, risk engineering, business development, MI, and data science to ensure claims data and expertise are properly integrated into those functions.
• Serve as a subject-matter expert on projects or initiatives as needed.
• Adherence to all relevant regulatory requirements forms part of your role, and the demonstration of behaviours as set out in the Conduct Risk Policy, as they relate to your role, is core to LSM's commitment to our Liberty Values, placing customers at the centre of our business and behaving with integrity. LSM expects you to understand your responsibilities relating to all regulatory and internal requirements, and to proactively demonstrate compliance with these requirements and behaviours at all times. These requirements include the Senior Managers and Certification Regime Conduct Rules ,Solvency II, fair treatment of customers, Financial Crime, Data Protection, Conflicts of Interest, and Whistleblowing

Skills and Experience:

• Demonstrated ability to rapidly absorb, synthesize, and embed technical concepts of higher complexity across claims and partner functions
• Experience in managing cross-functional projects of varying size and complexity related to operations, and process improvement
• Intermediate to advanced use / understanding of analytics and data to form arguments, assess opportunities, measure impact
• Advanced level root cause problem solving skills
• Experience facilitating training workshops, conducting change management activities, and providing clarity around complex, ambiguous problem

About Liberty International Insurance (LII)

Liberty International Insurance is part of Global Risk Solutions and the broader Liberty Mutual Insurance Group, which is a leading global insurer. We offer a breadth of world-class insurance and reinsurance services to brokers and insureds in all major markets.

Our people are key to our success. That is why "Put People First" is one of the five Liberty values which unite us as a global organisation. We bring this to life for our colleagues through:

• Offering a vibrant and inclusive environment and committing to their career development.
• Promoting diversity, equity and inclusion (DEI). Our Inclusion Matters framework and employee-led networks strengthen the diversity of our workforce and our inclusive environment.
• Reinforcing that collaborating together to share our unique perspectives help us make better decisions, deliver innovative solutions and pursue our ambitious goals.
• A supportive culture, which includes promoting a healthy work-life balance and working flexibly.