Head Of Claims & Legal

Role Overview

This role is responsible for the end-to-end management of claims operations, from initial notification through final settlement and recovery, with a direct impact on the company’s loss ratios and overall profitability. Day-to-day work involves supervising a team of claims and legal professionals, analysing claims data to identify cost drivers, and collaborating with underwriting, finance, and external partners to tighten processes and reduce leakage. The position serves as a key decision-maker on litigation strategy and high-value claims, ensuring consistent outcomes and regulatory compliance across the function.

Key Responsibilities

• Take full ownership of claims performance against loss ratio targets, pinpointing leakage points across the lifecycle and implementing cost-control measures in repairs, legal fees, and settlements.
• Manage the complete claims flow – FNOL, validation, settlement, recoveries, and salvage – while improving turnaround times and enforcing consistent decision-making standards.
• Define and execute the company’s litigation and settlement strategy, oversee external legal providers, and track legal costs and case outcomes to minimise financial exposure.
• Develop recovery and salvage strategies to maximise returns, and set performance standards for third-party assessors, repairers, and legal vendors.
• Ensure timely and accurate claims reserving and reporting, using data to detect trends, fraud, and inefficiencies, and providing regular updates to management and EXCO.
• Maintain compliance with regulatory requirements, internal policies, and audit recommendations, while preserving reserving discipline and file integrity.
• Drive process improvements and digital transformation initiatives by partnering with IT and business units to automate and streamline claims operations.
• Lead, coach, and develop the claims and legal team, fostering a performance culture aligned to business outcomes and ensuring adequate skills and capacity.

Requirements & Qualifications

• Bachelor’s degree in Insurance, Law, Commerce, or a related field.
• ACII / AIIK or equivalent professional claims qualification; membership of a relevant professional body.
• Minimum 10 years of claims experience, including at least 4 years in a senior leadership role.
• Proven track record in managing complex claims and litigation, driving cost control, and leading operational improvement initiatives.
• Strong commercial and analytical capability, with the ability to interpret data and make sound decisions.
• Established leadership and people management skills, including coaching and team development.
• Excellent stakeholder communication and relationship management, both internally and with external parties (brokers, lawyers, regulators).
• High level of integrity and professional judgment, with a strong control and governance orientation.