Head of Claims

CNA Hardy; London; On-site; GBP 90,000 - 130,000; Full time

Job summary

A leading commercial insurance provider is seeking a Head of Claims to develop and execute claims strategy across the UK and Continental Europe. This pivotal role involves overseeing a large team, ensuring compliance, and driving operational excellence in claims management. The ideal candidate will possess strong leadership skills, a mastery of insurance claims principles, and the ability to foster relationships across the organization. A Master's degree and significant experience in the London market are preferred.

Qualifications

• Demonstrable experience in leading a Claims function within the London market.
• Ability to adapt quickly to strategic and operational elements.

Responsibilities

• Accountable for strategic development of a multi-jurisdictional operating model.
• Leads a team of 60+ across the UK and Continental Europe.
• Ensures compliance with legal and regulatory requirements.

Skills

Strategic leadership

Advanced communication

Relationship building

Problem-solving

Integrity

Education

Master's degree

Job description

Position Summary

We are now hiring for a Head of Claims. This role is responsible for developing and executing the Claims strategy across the UK and Continental Europe Segment of the CNA Group. The segment writes 30 broad classes of business across Property, Casualty, Marine and Specialty.Operations span both the company market and Lloyd’s.

This is a key role sitting on both the CNA Hardy Senior Leadership team and the Global Claims Leadership team.

This is a regulated role and will hold regulated designations. Any appointment will be subject to regulatory approval.

Key Responsibilities

•Accountable for the strategic development and delivery of a robust multi-jurisdictional operating model aligned to the corporate vision and complies with all legal and regulatory requirements.

•Provides for expert level technical oversight of high exposure claims to ensure files are investigated, evaluated, reserved and managed in a timely manner.

•Collaborates with underwriting, risk control and actuarial to ensure knowledge sharing on latest trends, legal changes and loss reserving. Regularly interacts with internal and external business partners.

•Accountable for best in class customer experience, drives for a superior customer experience and continuous improvement through the development and implementation of corporate initiatives involving people, processes and technology.

•Builds and develops strong relationships with distribution partners – brokers, MGAs/MGUs, cover holders, insurance companies, etc.Positions CNA Claims as top quartile performer.

•Builds strong working relationships with vendors to ensure they are effectively driving the CNA brand and delivering upon the CNA Claims Commitment.

•Builds strong and collaborative relationships between the UK/Europe claims teams and US claims management and leadership.

•Leads a team of 60+ people across the UK and Continental Europe for both the company market and Lloyd’s.

•Builds a high performing team with an emphasis on talent management and succession planning in accordance with corporate strategic direction.

•Analyses and manages human capital to drive increased efficiency and productivity; acts as a liaison to executive leadership on critical business issues and drives corporate priorities within assigned business segment.

•Drives high performance culture through leading by example and setting the tone for the organisation.

•In collaboration with senior leadership, develops and executes a strategy to build a superior claims offering.Builds technical and operational expertise across the International Segment by effectively managing both short and long term priorities to achieve superior claims outcomes.

oEnsures the Claims processes and procedures are aligned with CNAF and CNA Hardyoperating model.

oDrives operational excellence and leverages technology to drive efficiency and superior claims outcomes

oManages costs effectively against agreed budget within function.

•Responsible for building and maintaining a strong governance framework across both the company and Lloyd’s markets. Ensures appropriate risk management decisions are made with reference to the business.This includes:

oStaying current with territorial issues, industry activities and trends.

oThe development and harmonisation of policies and procedures across the International Segment.

oOversight of the quality assurance function. To drive continuous improvement and quality of service.

oDelegates and administers claims authority and ensures staff operate within delegated authority.

•Comply with all legal and regulatory requirements relevant to the role and ensure that appropriate measures are in place to deliver the activities of the function in compliance with local law and regulation.

•Maintains strong working relationships with regulators, including the PRA, the FCA, the CAA and Lloyd’s.

•Fully engages, leads and participates on global claims strategic initiatives.

•Represents CNA in industry trade groups.

Skills, Knowledge & Abilities

•Mastery of insurance claims principles (legal, operations, practices and procedures) and broad understanding of the critical issues in other related areas in particular underwriting risk and financial management principles.

•Building meaningful relationships across the organisation that support the wider business and ensure data led decision making (examples:Underwriting, Reserving).

•Demonstrable experience of leading a Claims function within the London market across both retail and wholesale platforms along with experience of leading Claims across Continental European jurisdictions.

•Strategic leadership and people management.

•Advanced communication skills which are critical to building consensus across area of influence (external and/or internal relationships), team, and/or matrix environment.Second European language an advantage, English being main business language).

•Strong leadership and management skills demonstrating integrity and professionalism and role models CNA Hardy’s L.E.A.P behaviours.

•Ability to work and influence in an international environment.

•Ability to drive results by identifying and resolving significant problems within scope of responsibility.

•Track record of sound judgement and business acumen.

•Acknowledged technical and market expert, spanning both company and Lloyds platforms.

•Acts as a role model, promoting the CNA brand and culture.

•Master's degree or equivalent experience with professional certifications preferred.

•Significant related work experience with demonstrated proficiency in required skills and abilities and proven track record of management experience.

•Ability to effortlessly move from strategic to operational elements of leading the Claims function.

•Ability to hit the ground running, quickly understanding the key priorities of the organisation and the challenges and opportunities that the wider external environment present (example: technology requirements for operating within the Lloyds market).

•Ability to quickly adapt/pivot thought process and approaches to deliver the full claims service to both internal and external stakeholders and customers.

The Company

CNA Hardy is a leading specialist commercial insurance provider for clients within the Lloyd’s and company markets. We offer a highly specialised and comprehensive portfolio of innovative and market leading products. Coverage is available to businesses of all sizes for domestic, international and global exposures.