PinkWorm Recruitment
Head of Claims Operations & Transformation
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Head of Claims Operations
Insurance | Operational Transformation | UK Retail | Senior Leadership
UK | Hybrid | £100,000 - £110,000 + benefits
Lead transformation. Drive performance. Leave a lasting impact.
We're looking for an exceptional Head of Claims Operations & Transformation to lead the transformation of a large UK Retail Claims function at a pivotal stage of its journey.
This is far more than a BAU leadership role.
We're looking for someone who can stabilise operational performance today while reshaping how Claims operates for the future.
If you've successfully led insurance claims transformation, thrive in fast-paced environments, and enjoy turning strategy into operational reality, we'd love to hear from you.
Why this opportunity?
Claims sits at the heart of the business and is undergoing significant change.
As the business continues to grow and evolve, we're modernising our Claims operation to improve customer outcomes, operational efficiency, and long-term capability.
This isn't about producing PowerPoint presentations or designing a Target Operating Model before moving on.
It's about leading change, embedding it successfully, and delivering measurable results.
Reporting directly to the UK Retail COO, you'll have the autonomy to influence the future direction of a critical business function.
About you
This isn't a step-up opportunity.
We're looking for an established operational leader who has personally led transformation within Insurance Claims.
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You'll bring:
- Extensive Insurance Claims leadership experience
- Proven delivery of large-scale operational transformation
- Experience implementing Target Operating Models (TOM)
- Strong knowledge of regulated insurance environments
- Excellent commercial awareness and operational leadership
- Strong data and MI capability
- Experience leading organisational redesign and workforce planning
- A pragmatic approach to automation and AI
- A hands-on leadership style with high ownership and accountability
- The confidence to challenge, influence, and make decisions at senior level
Ideal background
You'll most likely currently be working as:
- Head of Claims
- Head of Claims Operations
- Claims Director
- Head of Insurance Operations
- Senior Claims Transformation Leader
Experience within a large insurer, broker, or Third Party Administrator (TPA) environment is highly desirable.
The Role:
Lead the Claims operation
- Take ownership of end-to-end Claims performance
- Stabilise operational delivery while driving long-term transformation
- Deliver and embed the Claims Target Operating Model (TOM)
- Build trusted MI, reporting, and performance frameworks that support better decision-making
- Improve productivity, customer service, quality, and operational performance
Drive transformation
- Transition to a centralised, triage-led operating model
- Redesign structures, workflows, and capacity planning
- Simplify processes and remove operational inefficiencies
- Improve productivity, cycle times, and cost-to-serve through data-led decisions
- Embed consistent performance management across the Claims function
- Work alongside Technology and Data teams to implement automation and AI where it delivers genuine business value
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Lead people and performance
- Partner with the UK Retail COO and senior stakeholders
- Lead workforce planning and organisational design
- Strengthen governance, controls, and regulatory compliance
- Develop a high-performing leadership team
- Build a culture of accountability, ownership, and continuous improvement
What success looks like
- ✔ Claims performance stabilised quickly
- ✔ Transformation successfully embedded across the function
- ✔ Reliable MI driving confident business decisions
- ✔ Measurable improvements in productivity, service, cycle times, and cost efficiency
- ✔ High-performing teams with clear accountability
- ✔ Trusted relationships across senior leadership
Why join?
You'll join a business that values:
- High performance
- Accountability
- Continuous improvement
You'll be trusted to lead, empowered to make decisions, and given the opportunity to shape the future of a critical Claims function.
If you're looking for a role where you can genuinely influence business performance, lead meaningful transformation, and leave a lasting legacy, we'd love to hear from you.
Apply today or contact Sheena Raval for a confidential conversation - sheena@pinkwormrecruitment.com
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