Claims Operations Manager

The Claims Operations Manager is a senior leader responsible for managing the end-to-end claims operations function across all BetterSure’s Short Term Insurance lines, including Building, Content, and Portable Possessions. This role is pivotal in driving operational excellence, ensuring superior customer outcomes, and building a high-performing, accountable, and engaged claims team. The ideal candidate is an experienced insurance professional with a proven track record of delivering results, developing teams, and driving profitability.

Key Responsibilities

• Lead and oversee daily operations across all claims functions (FNOL, processing, assessment, repair/replacement).
• Ensure delivery of agreed SLAs, KPIs, and regulatory compliance standards (including FAIS, TCF).
• Continuously optimize system workflows.
• Drive strategic improvements through the use of MI dashboards, reporting insights, and operational reviews.
• Identify and manage claims trends, process gaps, and risk areas; propose and implement improvements.
• Provide strong people leadership through coaching, mentoring, and development plans.
• Handle high-risk, complex, or escalated claims with urgency and professionalism.
• Partner with external vendors, service providers, and assessors to ensure quality and cost-effective claims fulfilment.
• Build a culture of accountability, performance excellence, and service innovation within the team.
• Support the Head of Claims with strategic planning, budgeting, performance reporting, and audits.

Required Experience & Qualifications

• 5–10 years of experience in short-term insurance claims, with 3+ years in an operations leadership role.
• Demonstrated success in managing large teams and delivering against profitability and performance goals.
• Proven track record in transforming claims operations and driving measurable outcomes.
• Strong working knowledge of home/property insurance products and the full claims lifecycle.
• Expert in claims systems, data reporting tools, and operational performance metrics.
• Strong communicator, strategic thinker, and confident decision-maker.
• Deep understanding of compliance, governance, and risk frameworks relevant to insurance claims.