SCOR
Claims Operations Team Manager
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Role Overview
As a member of the Claim Operations Leadership team within the P&C Operations team, this role will support the Claims Analyst Function with managerial responsibility for and oversight of the SBS Claim Analysts, have technical claims management capabilities to support the Claims Analysts and to manage their own claim caseload and to contribute to key initiatives to enhance the claims service proposition and promote efficiency.
About SCOR
As a leading global reinsurer, SCOR offers its clients a diversified and innovative range of reinsurance and insurance solutions and services to control and manage risk. Applying "The Art & Science of Risk," SCOR uses its industry-recognized expertise and cutting-edge financial solutions to serve its clients and contribute to the welfare and resilience of society in around 160 countries worldwide.
Working at SCOR means engaging with some of the best minds in the industry - actuaries, data scientists, underwriters, risk modelers, engineers, and many others - as we work together to find solutions to pressing challenges facing societies.
As an international company, our common culture is defined by "The SCOR Way." Serving both to build momentum that drives the Group forward and as a compass to guide our actions and choices, The SCOR Way is anchored by five core values, reflecting the input of employees at all levels of the Group. We care about clients, people, and societies. We perform with integrity. We act with courage. We encourage open minds. And we thrive through collaboration.
SCOR supports inclusion and the diversity of talents, and all positions are open to people with disabilities.
Key Responsibilities
People Leadership & Capability
- Manage, coach/support, and develop a team of Claims Analysts to achieve high performance and quality standards
- Set clear objectives aligned to business priorities and conduct regular performance reviews
- Identify capability gaps and support training and development plans
- Foster a culture of accountability, technical excellence, and customer focus
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Claims Oversight & Decision Quality
- In collaboration with Quality Assurance (QA), oversee claims analysis activity to ensure decisions are:
- Accurate and evidence-based
- Aligned to policy terms
- Made within analyst's authority limits
- Conforming to SCOR's control framework, including but not limited to the Global Claims Handling Guidelines and ICS controls
- Consistent across analysts and products
- Support QA in oversight and monitoring of claims processing activities performed by TA&A teams
- Support QA in oversight and monitoring of the appropriateness of claims delegated/assigned to TA&A teams for processing
- Act as a referral point for questions on potential complex or high-risk claims triaging decisions that may require escalation to Claims Expert (CE)
Performance Management & MI
- Monitor and manage team performance using key metrics such as:
- Key Performance Indicators (KPIs)
- Quality scores
- Productivity and throughput including continual monitoring of individual and team workloads (Work in Progress and Completed items) to ensure adherence to agreed SLAs and redistributing workloads across the team as necessary
- Error and rework rates
- Analyse trends to identify systemic issues or improvement opportunities
- Provide clear, accurate reporting to senior Operations and Claims management and governance forums
Continuous Improvement
- Embed a culture of continuous improvement within the team
- Drive consistency, simplification, and best practice in claims analysis
- Contribute to, and coordinate team input into, change initiatives including system, process, or procedural changes affecting claims analysis
- Act as SME lead to provide input and coordinate input from the CA team in support of transformation initiatives, including automation and operational change
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Risk, Conduct, and Regulatory Accountability
- Ensure adherence to internal governance frameworks and regulatory expectations (e.g. FCA conduct standards)
- Review and respond to QA findings, ensuring timely corrective actions
- Own first-line responsibility for claims quality outcomes within the team
- Identify and manage conduct, operational, and financial risks
- Ensuring Consumer Duty / fair principles and procedures are embedded within the team, and identifying claims-driven reputational or regulatory risk
- Supporting regulatory reviews, thematic work, and internal audit
Desired Skills and Experience
Essential:
- Experience of leading an operational or claim handling function/team in a global (re)insurance company or large London Market Company/Lloyd's Syndicate with international overseas operations.
- Proven & developed claims handling or claims analysis
- Strong understanding of claims governance, controls, and quality standards
- Sound judgement and ability to manage complex decision-making
- Strong communication and stakeholder-management skills
- Data-driven mindset with experience using MI to manage performance and risk
- Strong organisation and planning skills
Desirable:
- Experience of contributing to process & procedural change projects involving change management
- Experience working in a regulated UK financial services environment
- Exposure to QA frameworks, audit activity, or governance roles
Behavioural Competencies
- Strong leadership presence with the ability to influence and challenge
- Objective, fair, and risk-aware
- Structured, logical, and resilient under pressure
- Proactive and improvement-focused
If this sounds like the right role for you as you take that next step in your career, then please don't hesitate to reach out to us.
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