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Head of Claims Operations – UK

4 months ago

Norwich, Norfolk, United Kingdom Marsh Full time

Marsh is a global leader in insurance broking and risk management. In more than 130 countries, our experts in every facet of risk and across industries help clients to anticipate, quantify, and more fully understand the range of risks they face. In today's increasingly uncertain global business environment, Marsh helps clients to thrive and survive.

We are seeking a Head of Claims Operations – UK to join our team. This role is based in the Norwich office. We are also open to considering qualified candidates in London, with the expectation of regular travel to Norwich.

What can you expect?

In this highly visible role, you will be responsible for leading a team of 200+ colleagues across the UK at one of the world's leading Insurance Brokers. During a time of exciting transformation you will have the opportunity to help implement our target operating model, and drive better client outcomes and greater efficiency through deployment of digital technology. You will also work closely with our Claims Advocacy colleagues to deliver an end-to-end Claims service to Marsh's global clients

What will you be rewarded with?

  • Competitive Benefits Package including: 27 days annual leave, excellent pension contributions, private medical cover, life assurance, income protection, employee assistance program, plus a range of flexible benefits including the option to buy or sell up to 5 days holiday per year, cycle to work, dental insurance, health assessments plus many more.
  • Generous Family Leave including: 6 months paid maternity leave, 4 months paid paternity leave, 6 months paid adoption leave plus shared parental leave options. To help ease the transition when you return to work you will be able to work 8 weeks at 80% of your normal work pattern and receive 100% of your normal salary.
  • Hybrid working pattern allowing flexibility to combine working from home with being office based typically 3 days per week.

We will rely on you to:

  • Provide vision, leadership and strategic direction to over 200 Claims Operations colleagues, working virtually across multiple locations, operating as a hands-on leader, ensuring the achievement of established goals.
  • Take a "Client First" approach to Claims management
  • Oversee the development and delivery of the target state Claims Operations organization and leverage proven operational design principals to define the Claims Operations strategy, optimize location footprint, and manage annual budget.
  • Lead the digital transformation of our Claims services, ensuring our processes and technology deliver the best Client outcomes.
  • Drive a bold and innovative vision to transform Marsh's Claims Operations practice in UK&I, supporting the delivery of the Operational Excellence (OpEx) agenda
  • Execute on a Claims Operations vision and set of priorities that are linked with business, Claims Advocacy and Claims Solutions and customer needs.
  • Challenge existing practices and develop innovative solutions related to departmental risks, operational controls, and efficiency initiatives in order to contribute to effective management of shared operations.
  • Maintain and develop strong relationships with regional and country advocacy teams to drive claims operations changes within the firm.
  • Own the delivery of a best-in-class operational function in Claims that leverages optimal workflows, automation, and process streamlining capabilities to operate more efficiently.
  • Provide oversight for implementing optimal role-cost-location alignment within the region/country through workflow management systems, centres of excellence.
  • Drive change management within the organization, strengthening the capability to deliver change and deliver excellent customer outcomes
  • Implement the right performance metrics to enable effective controls and lead, and coach colleagues to achieve these KPIs & client satisfaction for global claims operations management and services.
  • Lead effort to improve claims processing efficiency across the region, by synthesizing best practices and identifying opportunities for improved efficiencies, including facilitating claims fast-tracking opportunities between clients, insurers and adjustors to improve the efficiency of the department.
  • Design and evaluate claims operations processes and strategies while managing the impact and delivery of change to achieve team operational goals and maximize process efficiencies across regions.
  • Ensure that the Claims Operations target state operating model supports Marsh's wider data strategy.
  • Lead the interaction with the appropriate organisations to ensure Marsh Claims' alignment with existing and future London Market improvement programmes, including influencing London Market initiatives and ensuring Marsh Claims Operations adapts to work seamlessly with future market systems and processes.
  • Put in place succession plans for key roles.

What you need to have:

  • Ability work collaboratively across a matrix organization
  • Significant progressive leadership experience, ideally in insurance operations
  • Significant stakeholder management experience with gravitas and credibility
  • Strong track record of independent leadership and influencing skills with proven experience of acting as a change agent.
  • Experience of leading digital transformation programmes
  • London Market experience preferred but not essential

What makes you stand out:

  • You will be comfortable managing multiple complex stakeholder groups to support the delivery of results
  • You will be data literate, with a good understanding and track record of implementing new technology
  • You will be an experienced Claims professional with a reputation for leading change and improving Client Service

Marsh is the world's leading insurance broker and risk adviser. With more than 45,000 colleagues advising clients in over 130 countries, Marsh serves commercial and individual clients with data-driven risk solutions and advisory services. Marsh is a business of Marsh McLennan (NYSE: MMC), the world's leading professional services firm in the areas of risk, strategy and people. With annual revenue of $23 billion, Marsh McLennan helps clients navigate an increasingly dynamic and complex environment through four market-leading businesses: Marsh, Guy Carpenter, Mercer, and Oliver Wyman. For more information, visit , follow us on LinkedIn and Twitter.

Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, civil partnership status, disability, ethnic origin, family duties, gender orientation or expression, gender reassignment, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

We are an equal opportunities employer. We are committed to providing reasonable reasonable adjustments in accordance with applicable law to any candidate with a disability to allow them to fully participate in the recruitment process. If you have a disability that may require reasonable adjustments, please contact us at

Marsh McLennan is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh McLennan colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one "anchor day" per week on which their full team will be together in person.