Customer Claims Manager - Travel m/f/d

Allianz; Birmingham; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Pension and savings plans

Share purchase scheme

Mental health and wellbeing support

Job summary

Allianz Partners is seeking a dynamic Travel Claims Manager to lead a high-performing team and shape service delivery. The role focuses on achieving KPIs, coaching, and maintaining excellent client satisfaction.

The position offers a 35-hour week with hybrid working (3 days in office, 2 from home) and opportunities for leadership development within a global organization.

Qualifications

• GCSE English & Maths required.
• Strong communication skills with clients and stakeholders.
• Proficiency in MS Word and Excel.
• Understanding of FCA regulations.
• Resilience in a fast-paced environment.
• Proven leadership experience managing large teams.
• Strong strategic thinking capability.
• A successful track record as a Claims Manager.
• Adaptability to digital technologies including AI, ML, data analytics, and cloud-based tools.

Responsibilities

• Lead and mentor Team Managers to achieve operational excellence.
• Ensure claims processes meet SLAs/KPIs and manage costs.
• Lead monthly performance and departmental meetings and communicate across teams.
• Drive a high-performance culture and develop PDPs for team members.
• Provide guidance on complex claims and manage escalated partner claims.

Job description

About Us

Join us. Let’s care for tomorrow.

We are Allianz Partners, a global leader in assistance and insurance solutions across international health, assistance, automotive, and travel insurance. We operate in over 78 countries with more than 22,000 employees worldwide.

Join Our Team: Lead and Inspire in Travel Claims

We are looking for a dynamic and results‑driven Claims Manager to lead our Travel Claims department. This role plays a key part in shaping service delivery while ensuring we consistently meet and exceed client KPIs and performance targets.

Reporting Line: Head of Travel Claims

What You’ll Do

Lead & Inspire:

Manage and develop a high‑performing team, fostering collaboration and excellence to deliver outstanding customer experiences.

Leading & Coaching:

• Manage, mentor, and support Team Managers to achieve operational excellence
• Ensure claims processes align with business objectives and deliver against SLAs/KPIs
• Manage claims costs for the business and partners

Collaboration & Communication:

• Lead monthly performance and departmental meetings
• Ensure clear agendas and effective communication across teams

Motivation & Development:

• Drive a high‑performance culture through coaching and development
• Maintain training records and identify improvement opportunities
• Create and implement Personal Development Plans (PDPs)

Drive Results:

Ensure the team meets and exceeds objectives through quality, efficiency, and continuous improvement

High-Performance Culture:

Build an engaged, collaborative environment aligned with Allianz’s vision and values

Resource Planning & Efficiency:

• Optimise resource allocation to meet KPIs
• Strategically plan overtime within budget

Problem Solving & Support:

• Provide guidance on complex claims
• Manage escalated partner claims
• Deliver reports and elevate key issues to senior leadership

What We Offer

Work-Life Balance:

35-hour working week with hybrid working (3 days in office, 2 from home)

Collaborative Environment:

Supportive and team‑focused culture

Career Growth:

Opportunities within a global organisation and leadership development

Learning & Development:

Access to certifications and professional qualifications

Benefits:

• Pension and savings plans
• Share purchase scheme
• Mental health and wellbeing support
• And more

Additional Information:

• On-call requirement may be required due to the nature of the role

About You

• GCSE (or equivalent) in English & Maths
• Strong communication skills with clients and stakeholders
• Proficiency in MS Word and Excel
• Understanding of FCA regulations
• Resilience in a fast‑paced environment
• Proven leadership experience managing large teams
• Strong strategic thinking capability
• A successful track record as a Claims Manager
• Adaptability to digital technologies and data‑driven ways of working, including exposure to AI, machine learning, data analytics, and cloud-based tools, while adhering to data governance, security, and ethical standards.

Diversity & Inclusion

Allianz is committed to building a diverse and inclusive workforce. We welcome applications from all backgrounds and encourage employees to grow through varied experiences across the organisation.

Ready to Make an Impact?

If you are a results‑driven leader with a passion for customer service, we’d love to hear from you.

For more information, please visit: www.allianz care.com

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107701 | Customer Services & Claims | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us. We at Allianz believe in a strong inclusive culture that encourages people to speak their minds, get involved and question the status quo. We are proud to be an equal opportunity employer and encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love, or what you believe in. We therefore welcome applications regardless of race, ethnicity or cultural background, age, gender, nationality, religion, social class, disability, sexual orientation, or any other characteristics protected under applicable local laws and regulations.