Strategic Lead - Delegated Claims Performance

Entrust Resource Solutions; Swansea; On-site; GBP 70,000 - 90,000; Full time

Job summary

Starr is seeking a senior leader to oversee ERS’s Delegated Claims Authority (DCA) arrangements. You will drive performance management, data‑led insight and governance to deliver excellent customer outcomes and strong financial results.

You will work with internal teams and external partners to identify opportunities, enhance operations, and ensure compliance with regulatory standards while protecting Starr’s brand and delegated claims proposition.

Qualifications

• Strong interpersonal and relationship building skills.
• Articulate and numerate with attention to detail.
• Significant focus on delivery of a first‑class customer experience.
• Team player with a collaborative mindset.
• Highly organised with the ability to prioritise and deliver tasks.
• Focus on results and delivery within deadlines.
• Business and financial acumen – comfortable with numbers.
• Project delivery focus and drive.

Responsibilities

• Own the performance framework for DCA partners, ensuring delivery against commitments and customer outcomes.
• Support introduction of new delegated claims propositions from concept to delivery.
• Champion best practice in delegated claims management and strategy adherence.
• Provide strategic oversight via MI, identifying trends, risks and improvements.
• Monitor DCA performance against KPIs and recommend corrective actions.
• Drive process improvements to enhance customer experience and financial outcomes.
• Deliver robust monthly analysis of DCA performance to senior management.
• Ensure compliance with regulatory obligations and consumer protections.

Skills

Interpersonal skills

Articulate and numerate

Customer experience focus

Team player

Highly organised

Prioritisation

Commercial acumen

Regulatory awareness

Job description

Starr is seeking a senior leader to oversee ERS’s Delegated Claims Authority (DCA) arrangements. You will drive performance management, data‑led insight and governance to deliver excellent customer outcomes and strong financial results.

You will work with internal teams and external partners to identify opportunities, enhance operations, and ensure compliance with regulatory standards while protecting Starr’s brand and delegated claims proposition.