Head of Claims

CNA Hardy; London; On-site; GBP 100,000 - 150,000; Full time

Job summary

CNA Hardy is seeking a Head of Claims to lead the development and execution of claims strategy across the UK and Continental Europe. This pivotal role involves managing a large team and ensuring compliance with legal and regulatory standards while delivering exceptional customer experiences. The ideal candidate will possess strong leadership skills, extensive experience in claims management, and a relevant advanced degree.

Qualifications

• Extensive related work experience with a track record of management success.
• Ability to operate effectively in an international environment.
• Proficiency in English and preferably a second European language.

Responsibilities

• Accountable for strategic development and delivery of claims operations.
• Ensures best-in-class customer experience and drives continuous improvement.
• Leads a team of 60+ across the UK and Continental Europe.

Skills

Insurance claims principles

Strategic leadership

Communication skills

Data-driven decision-making

Operational execution

Relationship building

Technical expertise in claims management

Education

Relevant advanced degree

Professional certifications

Job description

Join to apply for the Head of Claims role at CNA Hardy.

Get AI-powered advice on this job and more exclusive features.

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

Key Responsibilities

1. Accountable for the strategic development and delivery of a robust multi-jurisdictional operating model aligned to the corporate vision and compliant with all legal and regulatory requirements.
2. Provides expert technical oversight of high exposure claims to ensure files are investigated, evaluated, reserved, and managed timely.
3. Collaborates with underwriting, risk control, and actuarial teams to share knowledge on trends, legal changes, and loss reserving, engaging with internal and external partners regularly.
4. Ensures a best-in-class customer experience, driving continuous improvement through initiatives involving people, processes, and technology.
5. Builds and develops strong relationships with distribution partners and vendors to position CNA Claims as a top quartile performer and ensure effective delivery of the CNA Claims Commitment.
6. Fosters collaboration between UK/Europe claims teams and US management.
7. Leads a team of 60+ across the UK and Continental Europe for both the company market and Lloyd’s.
8. Develops a high-performing team emphasizing talent management and succession planning.
9. Analyzes and manages human capital to enhance efficiency and productivity, liaising with executive leadership on business issues.
10. Drives a high-performance culture through leadership and setting organizational tone.
11. Develops and executes strategies to build superior claims offerings, managing both short- and long-term priorities.
12. Ensures claims processes align with CNAF and CNA Hardy operating models.
13. Leverages technology for operational excellence and manages costs within budget.
14. Maintains a strong governance framework, ensuring risk management and policy development across markets.
15. Oversees quality assurance and continuous improvement initiatives.
16. Delegates claims authority within staff capabilities and ensures legal and regulatory compliance.
17. Maintains relationships with regulators such as PRA, FCA, CAA, and Lloyd’s.
18. Participates in global claims initiatives and industry trade groups.

Skills, Knowledge & Abilities

• Mastery of insurance claims principles, legal, operational, and procedural knowledge, with understanding of underwriting risk and financial principles.
• Ability to build relationships supporting data-driven decision-making across functions like underwriting and reserving.
• Experience leading Claims in the London market and Continental European jurisdictions.
• Strong strategic leadership, management, and communication skills, with proficiency in English and preferably a second European language.
• Leadership qualities demonstrating integrity, professionalism, and alignment with CNA Hardy’s L.E.A.P behaviors.
• Ability to operate effectively in an international environment and influence across organizational levels.
• Proven judgment, business acumen, and technical expertise in claims management.
• Relevant advanced degree and professional certifications preferred.
• Extensive related work experience with a track record of management success.
• Ability to balance strategic oversight with operational execution and adapt to changing priorities.

The Company

CNA Hardy is a leading specialist commercial insurance provider for Lloyd’s and company markets, offering a comprehensive portfolio of innovative products for businesses of all sizes with domestic, international, and global exposures.