KEY PRIMARY RESPONSIBILITIES
CLAIMS PERFORMANCE & PROFITABILITY
Own and manage claims performance against loss ratio and cost targets
Identify and address leakage drivers across the claims lifecycle
Implement cost control initiatives across repairs, legal, and settlements
Provide claims insights to support underwriting and pricingdecisions
END-TO-END CLAIMS MANAGEMENT
Ensure efficient management of the full claims lifecycle:
Notification (FNOL)
Assessment and validation
Settlement
Recoveries
Salvage management
Improve turnaround times and claims outcomes
Drive consistency in claims decision-making
LEGAL & LITIGATION MANAGEMENT
Define and execute the company's litigation and settlement strategy
Manage and optimise external legal service providers
Ensure effective handling of court matters and disputed claims
Control and monitor legal costs and outcomes
RECOVERIES, SALVAGE & THIRD-PARTY MANAGEMENT
Develop and implement strategies to maximise recoveries and salvage value
Oversee relationships with third-party providers, including:
Assessors
Repairers
Legal service providers
Introduce and monitor performance standards and commercial accountability
DATA, REPORTING & ANALYTICS
Ensure accurate and timely claims reporting and reserving
Develop and utilise claims data to:
Identify trends and risks
Detect fraud, and inefficiencies
Support management decision-making
Provide regular performance updates to management and EXCO
GOVERNANCE, RISK & COMPLIANCE
Ensure full compliance with:
Regulatory requirements
Internal policies and procedures, and recommend improvements
Audit and actuarial recommendations
Maintain strong controls and oversight across claims processes
Ensure proper reserving discipline and file integrity
PROCESS IMPROVEMENT & TRANSFORMATION
Continuously review and improve claims and legal processes
Support the digitisation and automation of claims operations
Partner with IT and business units to implement technology-enabled solutions
STAKEHOLDER MANAGEMENT
Manage relationships with:
Internal stakeholders (underwriting, finance, operations)
External stakeholders (customers, brokers, lawyers, regulators)
Serve as a key advisor on claims and legal risk matters
PEOPLE MANAGEMENT
Lead, coach and develop the Claims and Legal team
Drive a performance culture aligned to business outcomes
Ensure appropriate skills, capacity and capability within the function
KEY PERFORMANCE INDICATORS (KPIS)
Loss ratio performance (overall and by line of business)
Claims turnaround time
Legal cost as a percentage of claims cost
Recoveries and salvage ratios
Reduction in claims leakage and disputed claims
Compliance and audit outcomes
Customer experience indicators (where applicable)
CRITICAL SUCCESS FACTORS
Ability to improve claims profitability in a challenging operating environment
Strong control orientation and governance discipline
Effective collaboration with underwriting and other business units
Proactive management of litigation and high-risk claims
Clear ownership and accountability for outcomes
ACADEMIC QUALIFICATIONS
Bachelor's degree in insurance, Law, Commerce, or related field
JOB SKILLS AND REQUIREMENTS
Strong commercial and analytical capability
Leadership and people management skills
Decision-making and problem-solving ability
Stakeholder management and communication skills
High level of integrity and professional judgment
Ability to drive change and process improvement
PROFESSIONAL QUALIFICATIONS
ACII / AIIK or equivalent professional qualification
Membership of a relevant professional body
EXPERIENCE
Minimum 10 years' experience in claims, with at least 4 years in a senior leadership role
Proven experience in:
Managing complex claims and litigation
Driving claims performance and cost control
Leading teams and operational improvement initiatives