Clear Group
Head of Claims Operations & Transformation
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This isn’t a steady-state role.
It’s a reset.
We’re looking for a senior operational leader to take ownership of our UK Retail Claims function at a pivotal point - stabilising performance today while fundamentally reshaping how the function operates for the future.
If you’ve led transformation at scale, enjoy working in complexity, and want a role where you can genuinely change how a business performs - this is it.
Why this role matters
Claims is a core operational pillar of our UK Retail business - and right now, it’s undergoing significant transformation.
We’re growing, we’re acquisitive, and we’re evolving fast. That brings opportunity -but also complexity. Legacy ways of working don’t always align with where we’re going.
Your job?
Bring structure, control and performance at scale - while continuing to deliver for clients every day.
This isn’t about designing a model and walking away.
It’s about leading change, landing it, and making it stick.
What you’ll be doing
You’ll take full ownership of the Claims operation - performance, transformation and future capability.
Lead the operation
- Own end-to-end performance across all claims handling pathways
- Stabilise delivery quickly while driving long-term structural change
- Deliver and embed the Claims Target Operating Model — and make sure it actually works in practice
- Create real visibility through robust, trusted MI that drives decisions
Drive transformation
- Move the operation to a centralised, triage-led model
- Redesign structures, workflows and capacity models to perform at scale
- Simplify processes, reducing inconsistency and manual workarounds
- Improve productivity, cycle times and cost-to-serve through data-led decisions
- Embed a consistent performance framework across all claims pathways
- Work with Technology and Data teams to implement meaningful automation and AI - focusing on what delivers real impact
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Lead the business
- Partner closely with the UK Retail COO and senior stakeholders
- Shape how Claims evolves beyond the immediate transformation
- Lead workforce planning, forecasting and capacity management
- Strengthen governance, controls and regulatory compliance
- Build a high-performing leadership team that delivers and sustains change
What success looks like
- You take control quickly - bringing clarity, structure and pace
- Transformation lands - and stays landed
- MI becomes a strength, not a gap - clear, trusted and actionable
- Performance improves in measurable ways: productivity, cycle time, cost, service
- Accountability is clear across the function
- Senior stakeholders trust your judgement and follow your lead
- Your leadership team steps up, delivers and sustains performance
About you
- You’re not someone who’s “supported” transformation - you’ve led it.
- Proven operational leader with deep claims experience
- Track record of delivering transformation at scale in complex, regulated environments
- Comfortable balancing short-term performance with long-term change
- Hands-on, accountable and delivery-focused - you don’t sit on the sidelines
- Highly data-literate - you know what good MI looks like and how to use it
- Confident making decisions, setting standards and holding people to account
- Credible at senior level - able to influence, challenge and align stakeholders
- Pragmatic about AI and automation - focused on outcomes, not hype
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What it’s like to work here
We’re building a business defined by:
- High performance
- Accountability
- Continuous improvement
It’s fast-paced, evolving and sometimes ambiguous.
You’ll be trusted to lead, expected to challenge, and given the space to make a real impact.
This environment isn’t for everyone - but for the right person, it’s a genuine opportunity to shape something meaningful.
Most importantly, you take ownership.
Of performance. Of standards. Of outcomes.
Leadership at Clear
As a People Leader, you’ll:
- Set clear expectations and standards
- Hold your team accountable for delivery
- Build a high-performing, engaged environment
- Develop capability through honest feedback and coaching
- Lead by example in how you operate and make decisions
Why join?
- A role with real impact and visibility across the business
- The opportunity to own and shape a critical function
- A chance to lead meaningful transformation and see the results
- A business that values ownership, pace and outcomes
Eligibility
Applicants must have the legal right to work in the UK.
Recruitment notice (agencies)
Clear Group does not accept unsolicited CVs from recruitment agencies. Where no signed terms of business exist, we reserve the right to engage directly with candidates.
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