Operational Delivery Lead - Claims Management

The role

is accountable for ensuring delivery across in-scope service areas meets contractual KPIs, SLAs, and quality expectations in a highly regulated environment. As a senior, client-facing leader, you will drive operational excellence, protect customer outcomes, and maintain robust controls and quality standards while fostering strong internal and external stakeholder relationships.

What Your Days Will Look Like:

Lead daily claims operations, overseeing delivery across pre-assessment, case handling, and final review while managing performance against KPIs and SLAs.

Oversee Team Leads/Managers, ensuring strong leadership alignment, performance, and delivery across production and quality.

Analyse MI to identify trends, risks, and opportunities, driving continuous improvement and remediation actions.

Engage regularly with clients and internal stakeholders to manage relationships, resolve issues, and remove deli...