Delegated Claims Performance Manager

ERS Administration Services; Tregof; On-site; GBP 70,000 - 110,000; Full time

Job summary

Starr is seeking an experienced leader to oversee ERS’s Delegated Claims Authority arrangements, ensuring high-quality customer outcomes, strong financial performance, regulatory compliance and contractual adherence.

You will drive performance management, data‑led insight and governance, working with internal stakeholders and external partners to optimise delegated claims operations aligned with business strategy.

Qualifications

• Essential qualifications include strong interpersonal and numerical abilities.
• Demonstrated focus on delivering first-class customer experience.
• Proven ability to work in a collaborative, accurate, and highly organised manner.
• Experience with financial metrics, variances and performance management.
• Ability to lead projects, influence stakeholders and manage multiple tasks.

Responsibilities

• Own the performance framework for ERS’s DCA partners, ensuring delivery against contractual commitments, service standards, regulatory obligations and customer outcome requirements.
• Support the implementation of new delegated claims propositions and initiatives, ensuring smooth transition to delivery and business-as-usual management.
• Champion technical excellence and best practice across delegated claims management with SME collaboration.
• Provide strategic oversight of claims performance via MI, identifying trends, risks and improvement opportunities.
• Monitor and challenge DCA performance against KPIs, advising on corrective actions as needed.
• Drive continuous improvement to claims processes, customer experience, efficiency and financial outcomes.
• Provide monthly analysis and reporting of DCA performance to management committees to inform decisions.
• Ensure compliance with Consumer Duty, TCF, fraud prevention and other regulatory standards.
• Collaborate with Claims Assurance, Audit and Operational teams to address audit findings.
• Support commercial management of DCA contracts, including performance insights for negotiations and renewals.

Skills

Interpersonal skills

Numeracy

Customer experience

Team player

Attention to detail

Organisational skills

Financial acumen

Delivery focus

Project delivery

Influencing skills

Collaboration

Networking

Relationship management

TPA management

Contract construction

Motor claims

Regulatory knowledge

Motor insurance knowledge

Job description

Starr is seeking an experienced leader to oversee ERS’s Delegated Claims Authority arrangements, ensuring high-quality customer outcomes, strong financial performance, regulatory compliance and contractual adherence.

You will drive performance management, data‑led insight and governance, working with internal stakeholders and external partners to optimise delegated claims operations aligned with business strategy.