Personal Injury Claims Manager

QBE Insurance Group; Leeds; Hybrid; GBP 80,000 - 120,000; Full time

Benefits offered by this job

30 days holiday a year

Flexible working

Pension

Private medical insurance

Family friendly policies

Short term remote work abroad

Sustainable investing

Cycle-to-Work

Job summary

QBE Insurance Group in Leeds is seeking a Senior Claims Leader to guide the Personal Injury and UK Casualty team, delivering strategy, operational excellence and customer-first outcomes. You will lead a large, collaborative team, drive efficiency, strengthen stakeholder partnerships and steer data-driven improvements across portfolios.

You will champion high standards, coach talent, and shape processes to reduce costs while enhancing service delivery and compliance across the claims function in

Qualifications

• Significant claims leadership experience with deep knowledge of Motor Personal Injury and UK Casualty claims handling.
• Proven ability to lead a claims function, delivering objectives and strong customer outcomes.
• Experience building, developing and motivating high-performing teams through collaboration and coaching.
• Strong influencing skills to align people, process and performance with business priorities.
• Confident stakeholder manager with ability to build effective relationships for service delivery.
• Strong data/MI capability to interpret trends and drive decisions.
• Strong understanding of compliance and regulatory requirements and robust claims standards.

Responsibilities

• Lead, inspire and develop a large team of claims adjusters and technicians to deliver market-leading customer service.
• Set clear direction for the claims function and embed QBE's purpose and priorities.
• Lead through change and ambiguity with clear priorities and measurable outcomes.
• Use data and insights to monitor performance, identify trends and drive improvements against KPIs.
• Maintain high technical and quality assurance standards and improve execution.
• Improve operational efficiency by leveraging people, process and technology.
• Build a continuous learning culture across technical, data and customer-focused skills.
• Manage internal and external relationships to ensure compliance and address claims risks.

Skills

Coaching for success

Communication

Cost Management

Critical Thinking

Decision Making

Influencing

Insurance Claims Management

Intentional collaboration

Managing performance

Navigating ambiguity

Negotiation

Risk Management

Stakeholder Management

Strategic Agility

Strategic Leadership

Job description

Primary Details

Time Type: Full timeWorker Type: EmployeeThe purpose of this role is to provide strategic leadership in Claims function, focusing on profitable growth, claims management, customer experience, process improvements, recoveries, debt collection, complaint management, regulatory compliance, fraud investigation, quality assurance, and stakeholder management. This role involves leading and developing teams to handle complex claims, drive business strategies, product development, and customer relationships to achieve optimal outcomes for customers and the organisation. The role also entails providing analyses and insights into claim portfolios to identify trends and enhance business performance.

Personal Injury Claims Manager

Leeds/Hybrid

The Opportunity

We are excited to offer an opportunity for an experienced Claims Manager to join our UK Casualty and Motor Personal Injury team, leading with purpose and driving positive impact. In this role, you’ll provide strategic direction across the claims function, championing customer experience while delivering operational excellence. You’ll lead and develop a high-performing, collaborative team, oversee high-value claims activity, and influence business strategies to achieve outstanding outcomes for both customers and the organisation. With a focus on innovation, compliance, and continuous improvement, you’ll play a key role in shaping processes, strengthening stakeholder relationships, and using data-driven insights to enhance performance and identify trends

Your new role

• Lead, inspire and develop a large team of claims adjusters and technicians to deliver market-leading, technically excellent customer service.

• Set clear direction for the claims function, embedding QBE’s purpose, DNA, operating principles and strategic priorities into day-to-day delivery.

• Lead the department through change and ambiguity, translating strategic intent into clear priorities, effective execution and measurable outcomes.

• Use data, benchmarking and insight to monitor performance, identify trends and drive continuous improvement against agreed KPIs.

• Maintain strong technical and quality assurance standards, using feedback and learning to improve claims outcomes and technical execution.

• Improve operational efficiency by leveraging people, process and technology to reduce cost to serve, increase capacity and support change delivery.

• Build a continuous learning culture, developing future capability across technical, data and customer-focused claims skills.

• Manage key internal and external relationships, ensuring QBE policies, regulatory standards and emerging claims risks are effectively understood and addressed.

About you

• Significant claims leadership experience, with deep technical knowledge of Motor Personal Injury and UK Casualty claims handling.

• Proven ability to lead a claims function, delivering strategic objectives, operational performance and strong customer outcomes.

• Experience building, developing and motivating high-performing teams through collaboration, coaching and clear accountability.

• Strong influencing skills, with the ability to align people, process and performance with wider business priorities.

• Confident stakeholder manager, able to build effective relationships internally and externally to support excellent service delivery.

• Strong data and MI capability, with the ability to interpret trends, challenge performance and use insight to drive informed decisions.

• Strong understanding of compliance and regulatory requirements, with the judgement to manage risk and maintain robust claims standards.

Benefits

We offer a range of benefits to help provide holistic support for your work life, whatever your circumstances.As well as the benefits below we also offer an extensive choice of other options to suit you!

• 30 days holiday a yearwith theoptionto buy up to 2additionaldays.

• Flexible workingbalancing work and life is important so our flexible working opportunities are open to all, this can include part-time, job share and compressed hours.

• Pension –you are automatically enrolled into the QBE pension plan, which entitles you to receive employer contributions of 10% of your basic salary.

• Private medical insurance– we fund fully comprehensive private medical cover for you and all the family.

• Family friendly policies– we offer 26 weeks leave at full pay regardless of gender identity, sexual orientation or how you become a parent.

• Short term remote work abroadyou can request up to 20 days per year to work remotely from certain locations abroad.

• Sustainable investingwe believe sustainable integration is important for long term financial, environmental, and social outcomes. Our pension strategy supports our net-zero goal to achieve year-on-year reductions incarbonfootprint, by investing more ingreen businesses than the broader market, so your savings are looking after the planet's future, as well as your own.

• Cycle-to-Workbenefit from regular exercise whilst making your commute greener and cheaper, select and bike and/or accessories up to the value of £5,000.

To learn more about benefits of working with us, click Rewarding our people - QBE European Operations

Awards & Recognition

We value our employee’s experience with us and are proud to have been recognised for the following awards:

• Insurance Post British Insurance Awards 2025:Winner: Commercial Lines Insurer of the Year,Winner: Reinsurer of the Year - QBE Re, Winner: ESG, Diversity,Equityand Inclusion Initiative of the Year

• Insurance Post British Insurance Awards 2023:QBE rated as a 5-Star Employee

To learn more about our achievements, click here

Skills:

Coaching for success, Communication, Cost Management, Critical Thinking, Decision Making, Influencing, Insurance Claims Management, Intentional collaboration, Managing performance, Navigating ambiguity, Negotiation, Risk Management, Stakeholder Management, Strategic Agility, Strategic Leadership

Equal Employment Opportunity:

QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.