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About the Role
The Claims Analyst Manager is responsible for leading, developing, and overseeing a team of Claims Analysts to ensure high-quality, consistent, and compliant claims decision-making. This role involves people leadership, performance management, stakeholder collaboration, and risk management to support continuous improvement in claims analysis.
Responsibilities
- Manage, coach, support, and develop a team of Claims Analysts to achieve high performance and quality standards.
- Set clear objectives aligned to business priorities and conduct regular performance reviews.
- Identify capability gaps and support training and development plans.
- Foster a culture of accountability, technical excellence, and customer focus.
- Oversee claims analysis activity to ensure decisions are accurate, evidence-based, aligned to policy terms, made within authority limits, conform to SCOR’s control framework, and are consistent across analysts and products.
- Support QA in oversight and monitoring of claims processing activities performed by TA&A teams.
- Support QA in oversight and monitoring of the appropriateness of claims delegated/assigned to TA&A teams for processing.
- Act as a referral point for questions on potential complex or high-risk claims triaging decisions that may require escalation to Claims Expert (CE).
- Monitor and manage team performance using key metrics such as KPIs, quality scores, productivity, throughput, and error/rework rates.
- Analyse trends to identify systemic issues or improvement opportunities.
- Provide clear, accurate reporting to senior Operations and Claims management and governance forums.
- Embed a culture of continuous improvement within the team.
- Drive consistency, simplification, and best practice in claims analysis.
- Contribute to, and coordinate team input into, change initiatives including system, process, or procedural changes affecting claims analysis.
- Act as SME lead to provide input and coordinate input from the CA team in support transformation initiatives, including automation and operational change.
- Ensure adherence to internal governance frameworks and regulatory expectations (e.g. FCA conduct standards).
- Review and respond to QA findings, ensuring timely corrective actions.
- Own first-line responsibility for claims quality outcomes within the team.
- Identify and manage conduct, operational, and financial risks.
- Ensure Consumer Duty / fair principles and procedures are embedded within the team.
- Identify claims-driven reputational or regulatory risk.
- Support regulatory reviews, thematic work, and internal audit.
Requirements
- Experience of leading an operational or claim handling function/team in a global (re)insurance company or large London Market Company/Lloyd’s Syndicate with international overseas operations.
- Proven & developed claims handling or claims analysis proficiency.
- Strong understanding of claims governance, controls, and quality standards.
- Sound judgement and ability to manage complex decision-making.
- Strong communication and stakeholder-management skills.
- Data-driven mindset with experience using MI to manage performance and risk.
- Strong organisation and planning skills.
- Experience of contributing to process & procedural change projects involving change management.
- Experience working in a regulated UK financial services environment.
- Exposure to QA frameworks, audit activity, or governance roles.
- Strong leadership presence with the ability to influence and challenge.
- Objective, fair, and risk-aware.
- Structured, logical, and resilient under pressure.
- Proactive and improvement-focused.
Skills
- Claims handling
- Claims analysis
- People leadership
- Performance management
- Stakeholder management
- Risk management
- Continuous improvement
- Systems expertise
- Process expertise
- Communication
- Data analysis
- MI reporting
- Quality assurance
- Governance
- Change management
Experience Level
- Managerial
- Senior Staff
About the Company
- SCOR is a leading global reinsurer offering diversified and innovative reinsurance and insurance solutions and services to control and manage risk.
- Applying “The Art & Science of Risk,” SCOR uses industry-recognized expertise and cutting-edge financial solutions to serve clients and contribute to the welfare and resilience of society in around 160 countries worldwide.
- Working at SCOR means engaging with industry experts like actuaries, data scientists, underwriters, and risk modelers.
- SCOR's common culture is defined by “The SCOR Way,” anchored by five core values: care about clients, people, and societies; perform with integrity; act with courage; encourage open minds; and thrive through collaboration.
Equal Opportunity
- SCOR supports inclusion and the diversity of talents, and all positions are open to people with disabilities.