The Fidelis Partnership
Claims Operations Lead
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The Claims Operations Lead
The Claims Operations Lead drives performance reporting, governance, and process improvements across the claims function, ensuring efficient operations and strong controls. It is a senior role focused on stakeholder collaboration, delivering MI and insights, and leading initiatives to improve systems, processes, and overall claims performance.
Main Responsibilities
- Support, monitor, maintain, and develop the Claim control framework ensuring it fits with company strategy and adheres to the SOX framework where appropriate
- Support and deliver Claims Performance reporting and initiatives to drive best practices across the Group Claims Function (e.g. File reviews and audit)
- Support the management of all Internal Audits undertaken across Claims, working to support the audit and then take responsibility for implementing any action points, clearly evidencing timelines and reporting on a monthly basis against progress to ensure all points are cleared within agreed timeframes
- Support ongoing review and oversight of the Function’s MI, including KPI monitoring, ensuring that the output is timely, accurate, fit for purpose, and relevant to support and evidence the operational efficiency of Group Claims
- Support the management of Third Parties and outsourced partners providing claims services, ensuring effective oversight of service delivery, performance, controls, governance, and adherence to agreed service standards.
- Support the continuous improvement of the governance and reporting capabilities across Group Claims
- Support Claims initiatives of improving the Claims Operational Model(s) by reviewing existing processes, identifying improvements, and implementing changes where appropriate to drive and create operational efficiencies across the business
- Supporting claims operations and technology across the business, ensuring efficient and effective business processes are consistently implemented across the group Claims function
- Identify, prioritise, and deliver group claims process efficiencies, including effective and efficient data capture and reporting
- Liaise and forge strong working relationships with key stakeholders across Fidelis TFP including but not limited to Underwriting, Finance, Risk, Compliance, Legal, Internal Audit, Operations, and Actuarial
- Act as Claims representative on inter-departmental initiatives
- Build a good working relationship with TFP Capital Provdiers to ensure that information flows in a timely and accurate manner in order to ensure that key reporting is provided in line with agreed timelines
- Where required, Coordinate and monitor development of systems design and change process, including Prequel change requests, Trax implementation, and other systems
- Be prepared to travel to other Fidelis locations to provide support to the local Claims Management team as required and support in any procedural amendments that may be required
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At Fidelis we value thought leadership, initiative, and the energy to drive home improvements in everything we do. We therefore encourage our employees to:
- Provide input on process improvements
- Show leadership in delivering improvements
- Monitoring performance so that the benefits of initiatives can be demonstrated
Skills, Qualifications, and Experience
- At least 8 years’ experience in a similar role
- Lloyd’s and Company Market Experience
- Proven experience delivering claims-related projects and operational change initiatives
- Excellent written and oral communication skills
- Strong interpersonal skills in order to work effectively and professionally with diverse groups at all levels across the business
- Proven prioritisation and time management skills with accurate results
- Must be able to self-lead effectively and work effectively both independently and with teams
- Demonstrated ability to deliver and manage accurate thoughtful detail-oriented work within tight deadlines and/or while working extended workdays
- Basic competency in MS Office applications: Word, Outlook, Excel, and Adobe Standard required
- Basic competency in Power BI desktop report development (ability to self-service new report design and builds)
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Fidelis Ethos
Our culture is defined by our ethos. It is the foundation of who we are and the core of everything we do.
- Results – We want to be the best at the things we care about, so we focus on profitability over volume, with responsive decision-making and clear prioritised accountability.
- Innovate – We aspire to lead the market in providing the services and products our clients need, and to drive change in the broader impact our industry has on human rights, society, and environmental sustainability.
- Include – We create an environment where employees can bring their whole self to work, with open communication where everyone, irrespective of gender, ethnicity, sexual orientation, or background, feels able to contribute ideas and be recognised and rewarded for their contribution.
- Unite – We operate as a team of individual talents that actively seeks to reflect the diversity of the societies in which we operate, giving our business the widest range of inputs and perspectives.
- Respond – We work in a business exposed to sudden shocks and changes – elemental, political, economic, and human – so we remain nimble and ready for change.
Diversity and Inclusion
Our vision is for a workplace culture where differences are valued and where diversity of background, experience, and thought are welcomed. We believe that developing and maintaining a diverse and inclusive organisation is critical to our success. Our hiring, assessment, and selection process must be fair, free from bias, and one which ensures we select the right person for the job, based on merit.
We welcome applications from all qualified candidates. To ensure that all candidates have a fair opportunity to show their abilities during the recruitment process, adjustments may be required. If your physical or mental health or disability may necessitate an adjustment, please contact James.Lochrie@avenciaconsulting.com to discuss. All information relating to your health or disability will be treated in accordance with our data protection policy.
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