Head of Claims Performance

Head of Claims Performance

Overview

The Head of Claims Performance will lead service excellence, governance, and operational effectiveness across the International Claims function. Reporting directly to the Chief Claims Officer, the role is responsible for designing and embedding robust processes, frameworks, and performance monitoring tools that provide actionable insights into claims performance at both strategic and operational levels.

This is a proactive role rather than reactive, accountable for meeting KPI's, giving clear insight to the claims leadership team and generally keeping the claims function safe and compliant.

A key element of the role is to work in close partnership with Underwriting Performance, ensuring that claims insights directly inform underwriting decisions, portfolio management, and overall business performance.

Key Responsibilities

Performance Insight & Collaboration

• Proactively monitor and analyse claims performance across all Lines of Business, identifying trends, opportunities, and areas for improvement.
• Work closely with Underwriting Performance to share claims insights that drive a deeper understanding of profitability, risk selection, and underwriting quality.
• Lead the large loss and volatility review processes, ensuring effective escalation and alignment with underwriting feedback loops.
• Develop and maintain dashboards and analytical tools to support claims and underwriting performance tracking and decision-making.

Operational Leadership

• Manage the claims operations function, driving efficiency and consistency in non-technical claims activities.
• Promote process centralisation, standardisation, and automation to enhance service delivery and reduce manual effort.
• Champion the use of digital, AI, and data-driven solutions to improve workflow efficiency and insight generation.

Governance & Compliance

• Own and continuously enhance Claims Governance processes, including Claims Process Manuals, regulatory reporting, and conduct risk management.
• Oversee TPA and supplier governance, including performance monitoring, auditing, and relationship management.
• Ensure data quality and integrity across claims systems and reporting platforms.
• Lead core system enhancement initiatives to support business needs and improve user experience.

Leadership & Change Management

• Lead change projects within the claims function, ensuring successful implementation of new processes, systems, and tools.
• Drive a culture of continuous improvement and accountability across the claims teams.
• Oversee fraud prevention initiatives and ensure alignment with group-wide strategies and controls.
• Partner with other key functions — including Underwriting, Actuarial, Finance, Assurance and Operations — to ensure aligned strategic execution and knowledge sharing.

Strategic and Financial Stewardship

• Support the execution of the International Claims strategy in alignment with TMHCCI's overall business objectives.
• Lead performance analysis, financial monitoring, and optimisation initiatives to ensure sustainable claims outcomes.
• Prepare and deliver reports, insights, and presentations to senior stakeholders and governance forums.

Key Accountabilities

• Strategy execution
• Financial performance management
• Performance analysis and optimisation
• Monitoring and reporting
• Stakeholder management
• Leadership and communication
• Process and system enhancement
• Collaboration with Underwriting Performance

Experience & Skills

• Proven leadership experience in claims management within the insurance or reinsurance industry.
• Strong analytical and performance management skills, with the ability to translate data into actionable insight.
• Demonstrated success working collaboratively with underwriting or portfolio management functions.
• Deep understanding of claims governance, regulatory reporting, and supplier/TPA management.
• Experience in leading change initiatives, including process improvement, automation, and digital transformation.
• Excellent communication and stakeholder management skills, with the ability to influence at senior levels.
• Demonstrated commitment to service excellence and operational efficiency.