International Claims Manager

England, Surrey, Camberley
13 Jun 2018
27 Jun 2018
Hannah Denhart
Senior Management
Customer Service, Operations
Contract Type

To ensure customers enjoy the best customer experience possible, my client is recruiting an International Claims Operations Manager based in the UK team, who will lead the claims teams in the UK and in the global operations. This is a vital role and forms a core part of the Leadership Team.

Client Details

My client is a trusted brand in international health insurance for expatriates and high net worth individuals throughout the world. Their aim is to be the Gold Standard in health insurance around the globe, with a customer experience that is second to none. Following a period of investment in technology, the business is now going through a great deal of change as they adapt to new systems and streamline processes.


The successful applicant will be responsible for:

  • Leading the global claims operations team to provide an excellent customer experience, whilst ensuring that claims are assessed and settled within the terms and conditions of the policy
  • Identifying and implementing opportunities to improve the claims customer journey
  • Working with the Head of Operations to manage growth and ensure a scalable operating model
  • Managing TPA claims providers effectively to ensure delivery of a high-quality customer experience and appropriate levels of cost control
  • Developing effective senior level relationships with internal and external stakeholders including customers, brokers, partners and external suppliers
  • Supporting and developing colleagues in the transformational journey, including opportunities for their learning and development
  • Ensuring that claims are accurately assessed and settled meeting quality and service standards and reporting against performance
  • Owning the end to end claims customer journey
  • Delivering the brand ethos across all customer / broker touch points
  • Leading and managing the claims department, to ensure performance of the team against KPIs including: service levels, productivity, customer survey results, absenteeism and staff morale
  • Effectively manage claims TPAs & provider network to ensure delivery of the desired customer experience and appropriate management of claims costs
  • Implementing and maintaining an appropriate audit / quality review mechanism across all business locations & TPAs to ensure all claims are settled accurately, within policy terms and in compliance with regulatory requirements
  • Building and maintaining effective relationships with clients, brokers, providers and internal/external suppliers by resolving service issues and acting as a brand ambassador


In order to be considered for this role you will need to have:

  • Demonstrable experience in leading significant change and process improvement
  • Knowledge and experience of working within the insurance or financial services industry is essential
  • A thorough understanding of customer facing operations and claims management
  • Experience in managing remote teams
  • Proven ability to influence, challenge, motivate and negotiate at all levels, in order to gain trust and engage buy-in across the organisation
  • The ability to build relationships at all levels, interacting with decision-makers, motivating, developing and driving teams
  • Customer centric experience with a strong understanding of data, analytics and service levels
  • International experience is desirable but not essential
  • Creativity, vision and clear judgement in measuring performance
  • Applicants must be eligible to work in the UK
  • Applicants must be able to travel internationally for business

Job Offer

Competitive salary + benefits

Similar jobs

Similar jobs