Head of Claims Delivery

By joining Sedgwick, you'll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there’s no limit to what you can achieve.

Job Location:United Kingdom

Job Type: Permanent

Remuneration: Competitive salary taking into account skills, experience and qualifications

Lead Operational Excellence Across Our Subsidence Claims Technician Function

This is an opportunity to lead the operational delivery of our Subsidence Claims Technician function, developing Operations Managers, creating consistent performancestandards and ensuring claims are progressed with pace,quality and clear ownership.

As Head of Claims Delivery, you will translate business priorities, clientcommitments and service standards into clearobjectives, while building the capability, accountability and resilience needed tomaintain excellent service during periods of increased demand.

You will work closely with the Head of Consultancy and the wider Subsidence leadership team, strengthening the partnership between Claims Technicians and Building Consultants and championing excellent customer,client and colleague outcomes throughout the claims journey.

What you willbe responsible for: 

• Leadership & Accountability - Lead, coach and holdaccountable the Operations Managers responsible for Claims Technician teams, creating a strong and consistent leadership community.
• Operational Performance - Own the operational performance of the Claims Technician function, translating business priorities, clientcommitments and service standards into clear teamobjectives.
• Claim Progression - Drive claim progression and workload control across the portfolio, with particular focus on ageing, customer contact, outstanding actions, complaints, servicelevels and claim lifecycle.
• Performance Management -Establish a disciplined performance rhythm using management information, dashboards and case-level insight toidentify risks, remove blockers and secure corrective action.
• Consistent People Leadership - Ensure Operations Managers apply a consistent approach to colleagueobjectives, one-to-ones, quality conversations, appraisals, attendance, wellbeing,conduct and performance management.
• Capability & Succession - Build technical and operational capability through structured coaching, training, succession planning and clear career pathways for Claims Technicians and Team Seniors.
• Customer & Client Excellence - Champion customer and client excellence by embedding ownership, effective communication, vulnerabilityawareness andtimely complaint resolution throughout the claims journey.
• Operational Partnership - Work closely with the Head of Consultancy and wider Subsidence leadership team tomaintain effective partnership between Claims Technicians and Building Consultants, with clear hand-offs and shared accountability for progression.
• Capacity & Surge Planning - Lead capacity,resource and surge planning for the Claims Technician operation, flexing workloads and support in response to changing claim volumes.
• Continuous Improvement - Promote continuous improvement, digitaladoption and simplified working practices, while ensuring peopleremain accountable for decisions and customer outcomes.
• Governance & Control -Maintain strong operational governance, including quality assurance, audit readiness, financial controls, regulatoryrequirements and adherence to client-specific processes.
• Leadership Representation - Represent Claims Delivery in client, operational and leadership forums, communicating performance, risks, recovery plans and improvement activity with clarity and confidence.

What success will look like after 12 months: 

• Leadership - Operations Managersoperate as a cohesive, high-performing leadership team with clear ownership and consistent management standards.
• Performance - Claims Technician performance is visible, actively managed and improving across service, quality, productivity,customer and financial measures.
• Progression - Claimsare progressed proactively, with reduced avoidable delay, strongercommunication and earlier intervention on at-risk cases.
• Colleague Capability - Colleague capability, engagement and retention are strengthened through clear expectations, regularcoaching and credible development pathways.
• Operational Resilience - The operation has a tested capacity and surge model that protects priority customer and client outcomes.
• Client Confidence - Client stakeholders have confidence in the control,transparency and continuous improvement of the Claims Delivery function.

The skills you will have when you apply: 

• Senior Operational Leadership - Substantial experience of leading managers and large customer service or claims handling teams.
• Performance Delivery - Demonstrable success in driving performance through clear measures, structured governance,coaching and decisive intervention.
• Insurance Claims Experience - Strong insurance claims experience. Subsidence claims experience is highlydesirable and the ability to quickly understand the end-to-end subsidence journey is essential.
• Visible & Inclusive Leadership - Anorganised,visible and inclusive leader who can set direction, buildaccountability and model thebehavioursrequired for customer and client excellence.
• Communication & Influence - Excellent communication, influencing and stakeholder management skills, with the confidence to work across operational, technical, client and senior leadership groups.
• Insight & Improvement - The ability to interpret management information,identify root causes and convert insight into practical performance improvement.
• Resource & Change Management - Experience of resource,capacity and change management, including leading effectively through periods of surge or operational pressure.
• Judgement & Resilience - Sound judgement,resilience and the ability to resolve complex matters at pace whilemaintainingappropriate controls.
• Talent Development - A strong commitment to colleague development, talentmanagement and succession planning.
• Professional Qualification - A relevant insurance qualification, such as Cert CII or Cert CILA, or a willingness to work towardsan appropriate qualification.
• Digital Capability - A good working knowledge of Microsoft Word,Excel and PowerPoint, with a desire to embrace innovative and digital working practices.
• Flexible Working - A flexible approach to working from home and office locationsin order to lead remote and office-based colleagues effectively.

Advantageous, but not essential: 

• Subsidence Knowledge - Detailed knowledge of subsidence claims operations, associated technical stages and client service requirements.
• Systems & Analytics - Experience working with claims management systems, workflow tools, PowerBI or other performance analytics platforms.
• Transformation Experience - Experience delivering operating model change, process improvement or digital transformation within insurance or financial services.
• Client Relationships - Strong client communication skills, with experience managing relationships and providing support through both remote and in-person interactions.
• Higher-Level Qualification - A higher-level insurance,leadership or management qualification.

Whatwe'll give you for this role: 

Remuneration & more 

• Competitive salarytaking into account skills,experience and qualifications
• You will join an appropriate incentive (bonus) scheme
• Company car/car allowance
• A Self Invested Personal Pension Scheme (SIPP)
• Holiday allowance of25 days plus bank holidays

Health & support

• Private healthcare plan (including pre-existing conditions)
• Life assurance
• Group Income Protection

Other benefits 

• Voluntary benefits - dental cover, cycle to work scheme, season ticket loan,wellbeing and digital GP applications
• Employeeassistanceprogramme for employee wellbeing
• Discounts on various products and services

Thisisn't just aposition,it's a pivotal role in shaping our industry

At Sedgwick, not only will you be working behind the scenes for some of the UK's most trusted insurance brands helping to resolve millions of claims every year,you'll also be an architect of tomorrow's insurance landscape with Sedgwick University. Our proprietary offering is the most comprehensive training and developmentprogramme in the industry with more than 15,000 courses on demand, training specific to roles, and opportunities to continue your formal education - all available to you starting from your very first day. 

You'll join a community passionate about making a difference, where every role contributes to a larger mission: protecting people and businesses. Thisisn't just a job;it's an opportunity to shape the future of insurance. 

Next steps for you:

Thinkwe'd be a great match? Apply now - we want to hear from you. 

Ifyou're unsure whether you have all the skills needed, do apply. We are looking for people from all backgrounds, from seasoned professionals to those returning to the workforce, and everyone in between. 

We are proud to have a zero-tolerance policy towards discrimination of any kind, regardless of age, disability, gender identity, marital or family status, race, religion,sex or sexual orientation. 

After the closing date, we will review all applications and may select some applicants for an interview, which may be virtual or in person. 

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