Waggel
Head of Claims
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Head of Claims
We created Waggel because we believe technology can make pet ownership easier and more affordable for dog and cat owners. We want to help the new generation of pet owners navigate life as a pet owner, minimising the chaos, and maximising the joy. Less stress, more love. We are all about making sure that our members are treated like gold and that we live up to our promise of making insurance easy and rewarding.
As Head of Claims, your job will be to lead our Claims function and help us deliver on that promise - building a happy, high-performing team, making sure our Claims operation runs brilliantly and continually finding ways we can make things better for our members and our people, always adhering to the standards set out by the FCA’s Consumer Duty.
Person:
Leader You set clear direction and expectations, create accountability and support people to perform at their best.
Proactive You enjoy taking ownership, spotting where we could be doing better and turning ideas into action.
Data-led You are comfortable working with operational data, building the views you need to understand performance, spotting patterns and turning insight into informed decisions and actions.
Problem Solver You are naturally curious about the why, can get to the root cause of a problem and turn that into practical solutions.
Confident Communicator You communicate clearly, collaborate well across teams and are comfortable sharing your perspective and constructively challenging when needed.
Organised You can balance people, performance and operational priorities and keep things moving through to completion.
Adaptable You are comfortable with change and excited by finding better ways of doing things.
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Customer-Centric Our members and their Claims experience are at the heart of the decisions you make.
Your responsibilities:
- Own the overall performance of the Claims function, using data and insight to understand what's working, where we can improve and what actions we should take.
- Lead and develop the teams that make up our Claims function, including our Customer Champions, QA, Delegation and Senior Claims team, as well as providing leadership, support and direction to the Head of Chasers. Create clear ownership and accountability across the function and support our people to perform at their best.
- Own Claims resourcing and capacity planning, making sure we have the right people and support in the right places to meet the needs of our members and the business.
- Maintain strong oversight of our end-to-end Claims operation, making sure the different teams and processes work effectively together and understanding how performance, changes or challenges in one area can impact the wider Claims journey.
- Lead continuous improvement across Claims, finding opportunities to improve quality, efficiency, systems, automation, processes and the member experience, including identifying where automation/AI can improve speed, accuracy, cost and member experience without compromising decision quality.
- Lead claims fraud detection and prevention initiatives, finding ways to mitigate and minimise the impact of fraud
- Communicate changes clearly and effectively, making sure relevant teams understand changes that affect them and what they need to know.
- Set the direction and priorities for Claims, translating company goals into a clear Claims strategy and improvement roadmap
- Work closely with Product and the wider Operations team, bringing the Claims perspective to wider discussions and helping us understand the operational impact of business decisions.
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Requirements:
- Strong people and operational leadership skills.
- Comfortable working independently with operational data and metrics, including creating and adapting data views to understand performance and inform decisions
- Strong communication, organisation and problem-solving skills.
- Confidence taking ownership, setting priorities and driving work forward.
- Experience managing, coaching and developing people.
- Experience leading a complex, regulated customer operation; claims or insurance experience strongly preferred
- Clinical or veterinary knowledge is useful, but not required.
What success looks like:
- You lead a happy, high-performing Claims function where people understand what they own, teams work well together and everyone is working towards the same goals.
- You understand how the different teams and processes across Claims are performing and how they impact each other and the wider Claims journey. You use data, insight and feedback to understand what's working, spot opportunities and continually improve how we work.
- This includes keeping a close eye on customer satisfaction, claims turnaround time, decision quality/QA, productivity, claims cost/leakage, team engagement/retention and delivery of improvement initiatives.
- Claims run smoothly as one joined-up function - workloads and resources are well managed, teams collaborate effectively, processes work well together, problems get solved, great work gets recognised and our members receive a consistently great Claims experience.
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