Head of Claims Delivery

What success will look like after 12 months:

• Leadership - Operations Managers operate 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 - Claims are progressed proactively, with reduced avoidable delay, stronger communication and earlier intervention on at-risk cases.
• Colleague Capability - Colleague capability, engagement and retention are strengthened through clear expectations, regular coaching 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 highly desirable and the ability to quickly understand the end-to-end subsidence journey is essential.
• Visible & Inclusive Leadership - An organised, visible and inclusive leader who can set direction, build accountability and model the behaviours required 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 while maintaining appropriate controls.
• Talent Development - A strong commitment to colleague development, talent management and succession planning.
• Professional Qualification - A relevant insurance qualification, such as Cert CII or Cert CILA, or a willingness to work towards an 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 locations in 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, Power BI 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.

What we'll give you for this role:

Remuneration & more

• Competitive salary taking 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 of 25 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
• Employee assistance programme for employee wellbeing
• Discounts on various products and services

This isn't just a position, 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 development programme 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. This isn't just a job; it's an opportunity to shape the future of insurance.

Next steps for you:

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

If you'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.