Claims Performance Manager

IPS Group Ltd; Birmingham; On-site; GBP 45,000 - 65,000; Full time

Job summary

Join a global insurance business as a Claims Performance Manager, where you'll drive high performance in claims through developing performance frameworks and governance across a diverse portfolio. This role requires expertise in technical claims, quality assurance, and a commitment to regulatory compliance, contributing to operational excellence and collaborative culture.

Qualifications

• Strong technical claims background.
• Practical experience in claims performance management.
• Understanding of quality assurance and audit processes.

Responsibilities

• Set and maintain high-quality claims handling standards.
• Lead development of performance frameworks including SLAs and KPIs.
• Oversee the Quality Assurance programme with peer reviews.

Skills

Technical claims knowledge

Claims performance management

Quality assurance

Audit processes

Regulatory compliance

Job description

Are you passionate about driving high performance in claims? We’re looking for a skilled and experienced claims professional to lead the technical performance management oversight, governance of a diverse claims portfolio. This is a great opportunity to join a global insurance business with a strong presence in commercial and specialty lines, known for its collaborative culture and commitment to operational excellence.

In this role, you’ll be responsible for setting, embedding, and maintaining high-quality claims handling standards across both internal teams and delegated claims partners. You’ll lead the development of performance frameworks including SLAs, KPIs, and key controls, ensuring claims are handled with consistency, efficiency, and technical accuracy. You’ll also have ownership of the Quality Assurance programme, including peer reviews and audit activity, ensuring performance is monitored rigorously and fairly.
A key part of the role involves maintaining and reviewing the Claims Handling Manual and overseeing regular updates in collaboration with stakeholders to reflect current processes and regulatory requirements. You’ll coordinate internal and external audit activity related to claims and play a key part in ensuring claims operations meet conduct and compliance expectations, such as those under Consumer Duty.

You’ll also work closely with Claims, Underwriting, Reserving, and Finance teams to provide performance insight, trend analysis, and actionable feedback.*
This role is ideal for someone with a strong technical claims background, practical experience in claims performance management, and a good understanding of quality assurance and audit processes. While a deep governance background isn’t essential, familiarity with regulatory standards and a commitment to high standards of compliance would be desirable. Candidates will be considered from Insurers, Brokers, TPA’s or legal backgrounds.