Claims Quality & Governance Manager

Hiscox Insurance Company; Lisboa; On-site; EUR 60,000 - 90,000; Full time

Job summary

Hiscox Insurance Company in Portugal seeks an experienced Claims Quality Assurance & Governance Manager to oversee quality assurance and governance across European Claims operations. You will audit claims, ensure alignment with best practices and regulatory requirements, and translate findings into actionable recommendations.

You will partner with Claims leaders, business teams and external partners to drive continuous improvement, coach analysts, and maintain up-to-date knowledge of European

Qualifications

• Significant experience in Claims Quality Assurance, governance or assurance.
• Strong knowledge of the European Claims market.
• Experience coordinating across multiple jurisdictions and external partners.
• Excellent written and verbal communication skills.
• Fluency in English; additional European languages helpful.

Responsibilities

• Oversee quality assurance reviews and audits of Claims as per best practices and regulatory requirements.
• Lead calibration activities to ensure consistent scoring of quality standards.
• Analyse review outcomes and produce management reporting to identify trends and risks.
• Provide clear, actionable recommendations for Claims management and stakeholders.
• Coach Analysts and other team members to uphold high-quality outcomes.
• Maintain strong relationships with Claims leadership and external partners across jurisdictions.

Skills

Quality Assurance

Governance

Stakeholder Management

Claims Experience

Analytical Skills

Multijurisdictional

Job description

Job Type:

Permanent

Build a brilliant future with Hiscox

The Team

The Quality Assurance & Governance team brings together professionals with strong operational and technical Claims expertise. The team plays a key role in driving consistent Claims quality and governance standards across the business, acting as a centre of expertise for best practice, quality assurance and continuous improvement.

As part of the Claims Quality Assurance Centre of Excellence, the team works closely with Claims leaders and stakeholders across the organisation, supporting consistent standards, calibration and continuous development in Claims handling.

Operating across London, York, Colchester, Europe and the US, the team provides an international and collaborative environment with exposure to a broad range of insurance products, markets and business areas.

The Role

As a Claims Quality & Governance Manager, you will play a key role in overseeing Claims quality assurance and governance activity across our European Claims operations.

You will oversee and conduct quality reviews of internally and externally handled Claims, ensuring alignment with Hiscox Claims Best Practices, internal standards and relevant regulatory requirements. You will use review outcomes and data to identify trends, emerging risks and opportunities for improvement, translating these findings into clear recommendations for Claims management.

You will work closely with Claims leaders, business teams and third-party partners to drive consistent quality standards, support remediation and training activity, and embed a culture of continuous improvement.

You will also provide guidance, coaching and oversight to Analysts within the team, supporting consistent assessment standards and high-quality outcomes.

Key Responsibilities

• Oversee and conduct quality assurance reviews and audits of internally and, where appropriate, third-party administered Claims, assessing Claims handling against Hiscox Best Practice standards and relevant regulatory requirements.
• Lead regular re-reviews and calibration activity to ensure consistent scoring and application of Claims quality standards.
• Analyse quality review outcomes and produce management reporting, identifying trends, areas of concern, emerging risks and opportunities for improvement.
• Translate quality findings into clear, actionable recommendations for Claims management and relevant stakeholders.
• Recommend improvements to relevant policies, processes and procedures as part of an ongoing continuous improvement cycle.
• Identify training and development needs arising from quality reviews and support appropriate remediation activity.
• Provide constructive guidance, coaching and oversight to Analysts and other team members, supporting consistent and effective quality assessment.
• Build strong relationships with Claims leadership, business teams, external partners and third-party suppliers across multiple jurisdictions.
• Promote and embed a continuous improvement culture across the Claims function, helping to deliver strong and consistent outcomes for policyholders.
• Support strategic account reviews and other Claims quality and governance initiatives where appropriate.
• Maintain strong knowledge of relevant classes of business, products and services within the European Claims market.
• Maintain a sound understanding of the policies, processes and systems used across European Claims functions.
• Keep up to date with the legal and regulatory environment relevant to European Claims operations.

About You

We are looking for an experienced Claims professional with strong technical knowledge and a proven background in Claims quality, governance or assurance, who is comfortable influencing stakeholders and driving improvement across a complex organisation.

• Significant experience in Claims Quality Assurance, Claims file reviews/audits, Claims governance or a closely related Claims quality environment.
• Strong knowledge and practical experience of the European Claims market.
• Experience overseeing or supporting quality review and calibration activity.
• Experience working across multiple internal teams, external partners and third-party suppliers, ideally across different jurisdictions.
• Strong analytical capability, with the ability to interpret complex Claims information and translate findings into practical business recommendations.
• Strong stakeholder management skills, with the confidence to challenge constructively, influence and negotiate at different levels of the organisation.
• Experience coaching, supervising or developing colleagues and supporting consistent quality standards across a team.
• Excellent written and verbal communication skills.
• Fluency in English; additional European language skills would be advantageous.
• A pragmatic, commercial and solution-oriented approach.
• Confidence using your own judgement, taking initiative and making informed decisions.
• Strong commercial awareness and an understanding of how quality, r