Group Claims Operations Manager

Canopius; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

Canopius is looking for a skilled individual to lead our claims operations team in Greater London. This role involves managing our offshore claims providers and ensuring high performance and quality service delivery.

Your key responsibilities will include overseeing various operational controls, improving processes, and collaborating closely with internal stakeholders to drive alignment and efficiency within the claims function.

Ideal candidates will have strong data analysis skills and experience in stakeholder management.

Qualifications

• Strong focus on data integrity and operational discipline.
• Ability to communicate with senior stakeholders effectively.
• Experience in managing third-party relationships and contracts.

Responsibilities

• Manage performance of outsource providers ensuring quality service.
• Onboard resources efficiently into claims processes.
• Implement group-wide operational controls.
• Support Claims leadership in strategy implementation.
• Drive change and enhance fiscal controls.

Skills

Data analysis and forecasting

Stakeholder engagement

Communication skills

Process design

Contract management

Job description

Canopius is seeking an enthusiastic professional individual to manage our group claims operations team, including our claims outsource providers based in India. In addition to managing these teams, key to this role will be to proactively co‑ordinate across all regional Claims operations teams to ensure a consistent approach and management of operational controls. Collaboration with a wide and diverse range of colleagues and stakeholders across the Group – including Finance, our internal broker team and our claims colleagues across all main product lines and regional Business Units. This role will be the key point of operational contact and reporting for the global Claims Leadership team, providing proactive support and liaison.

Key Responsibilities

• Monitor and assess the performance of outsource providers ensuring high quality service to claims teams (e.g., on payments, claim setup, data entry, triage, etc.)
• Onboard resources from outsource partners into claims processes, ensuring these processes are efficient and consistent across teams and regions
• Implement and monitor group wide operational controls (e.g., to resolve data issues including on financial information and data supplied and used by actuarial teams, dummy claims, USM/SCM, matching)
• Support the Claims Leadership Team (CLT) and other senior regional leaders in the co‑ordination and implementation of the claims strategy and work collaboratively with other members of the claims team
• Proactively and meaningfully contribute to all project and transformational work in order to drive meaningful change
• Work with the Claims Operations team to manage and where appropriate, enhance our fiscal controls that support the Claims function
• Successfully oversee the internal claims peer review process to ensure our annual plan is met and any performance issues, including the provision of monthly status reports
• Work with all stakeholders to proactively manage the bordereaux process, including queries, mappings and reporting from core systems, coordinating and resolving all claims bordereaux queries prompted by our bordereaux management tools
• Regularly review our claims operations SOP (standard operating procedures), specifically to ensure our processes are optimal and are followed
• Support the Claims function in proactively managing and addressing any ad hoc queries or requirements from either internal or external stakeholders
• Drive change and excellence across the Claims Operations function, demonstrating flexibility to meet the ongoing demands of the business

Skills and Experience

• Measures and manages data, identifies methodological best practices, conducts analyses and forecasts, and identifies trends to inform decision‑making, with a strong focus on robust reporting, data integrity and operational discipline
• Cultivates and maintains positive relationships with relevant stakeholders, effectively involving and communicating with them to drive alignment, influence decision‑making and deliver impact across teams and regions
• Conveys ideas, information and concepts using both written and verbal methods in a clear, concise and confident manner, enabling effective engagement with senior stakeholders
• Designs, implements, and maintains processes and procedures to ensure the accuracy, completeness, and reliability of financial and operational information and to prevent fraud and errors, driving consistency and rigor across the function
• Oversees relationships with key third‑party organisations that deliver products, services, and support to Canopius, managing contracts and performance to ensure service levels are set appropriately, met on an ongoing basis and aligned to business priorities
• Coordinates activity across stakeholders and teams, ensuring effective delivery of operational priorities and maintaining strong alignment with the Claims Leadership Team