Head of Claims Operations

About Us

Specialist Risk Group is a fast-paced and ambitious insurance broker, who provide UK and international clients with intelligent advice and competitive products to service specialist insurance needs. The Group have many years of experience servicing niche industries, allowing them to consistently deliver in specialist areas, solving problems that other insurance brokers actively avoid.

SRG has created a people first culture across the group which drives excellent colleague engagement. People and culture is the first element of our business plan. We are creating a workplace where we respect each other, work together to achieve our goals and we aim to be a Company we are proud to tell our friends and family about.

About the Role

The Head of Operations will lead and manage all operational aspects of One Claim, ensuring the highest standards of service delivery to insurer clients. This includes end-to-end responsibility for policy administration, claims process oversight, compliance, client reporting, and continuous improvement of operational processes. Reporting directly to the Board, the role is both strategic and hands-on, with full accountability for operational performance, regulatory adherence, and client satisfaction.

Key Responsibilities

• Develop and implement One Claim Limited operational strategy in alignment with corporate goals and MGA client expectations.
• Lead the department across all areas including delegated authority reporting, claims liaison, customer service, data management, and reporting.
• Set and monitor One Claim Limited KPIs and performance targets to ensure SLA compliance and operational efficiency.
• Ensure claims delegated authority referrals are maintained.
• Act as the key operational contact for insurer clients, managing expectations, contract deliverables, and performance reviews.
• Oversee production of accurate and timely MI, bordereaux, and regulatory reports.
• Represent One Claim Limited in client meetings, audits, and strategic discussions.
• Ensure exceptional delivery of services including FNOL, Client reporting, Claims Handling and Claims reviews.
• Monitor and improve processes to enhance customer and broker satisfaction, turnaround times, and data quality.
• Drive continuous service improvement through feedback loops and operational innovation.
• Oversee the day-to-day operation of the claim team.
• Lead a small team of managers to deliver claims excellence.
• Bank accounts management and office expenses.

Regulatory Compliance & Risk Management

• Ensure full adherence to FCA/PRA regulations and MGA compliance obligations.
• Manage internal controls to support audit readiness, data protection, and risk mitigation.
• Lead the response to external audits and ensure implementation of remedial actions.

People Leadership

• Foster a culture of accountability, integrity, and operational excellence.
• Define resource plans and succession strategies to support growth.

Technology & Process Improvement

• Work with IT and system providers to optimise the use of claims platforms and digital tools.
• Identify and implement opportunities for automation, cost savings, and streamlined workflows.
• Oversee integration and performance of third-party vendors or service partners where applicable.

Qualifications & Experience

• Minimum 5+ years in motor insurance operations. TPA or insurer environment preferred.
• Strong understanding of the TPA model, including client service management and delegated responsibilities.
• Proven track record managing large operational teams and service contracts.
• In-depth knowledge of UK motor insurance (private, commercial, fleet, or specialist lines).

Key Competencies

• Strong leadership and decision-making skills
• Deep understanding of insurer-TPA relationships and expectations
• Excellent communication and client management abilities
• Highly analytical with strong MI and reporting capabilities
• Commercially astute and financially literate
• Technologically savvy, with a track record of improving systems and workflows
• Resilient, agile, and solutions-focused in a dynamic environment

Desirable Attributes

• Experience supporting start-up or scaling TPA operations
• Familiarity with claims operations and working alongside TPAs or TPAs with claims responsibility
• Exposure to regulated audits and managing client service-level escalations
• Professional qualifications (e.g. Cert CII, Dip CII)

For more information on this role, please contact the People & Culture team – vacancies@specialistrisk.com

To apply, please submit your C.V. and any relevant supporting documentation via email, stating which role you are interested in.

Apply here