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About the Role
The Claims Manager is responsible for the end-to-end technical processing, market entries, and financial settlement monitoring for a portfolio of Lloyd's and London Market insurance claims. This role involves managing a specialized technical advisory and advocacy team in London and governing the output, SLA metrics, and data validation processes of an offshore processing hub in Mumbai.
Responsibilities
- Lead, mentor, and upskill London-based technicians.
- Drive operational excellence, productivity, and output consistency within the Mumbai offshore team.
- Establish seamless handovers and global resource allocation between London and Mumbai.
- Implement joint training sessions to bridge cross-border knowledge gaps.
- Collaborate with the Binders team to establish and maintain necessary workflows.
- Oversee data integrity and transaction speed across ECF, CLASS, and IMR.
- Ensure all processed claims conform strictly to the latest MRC specifications.
- Act as the operational champion for Blueprint Two digital transformations, transition to Velonetic platforms, and structured digital data entry formats.
- Design and execute a strict QA framework to review data entry, cash allocations, and query management.
- Act as the primary escalation point for internal stakeholders and processing friction.
- Accelerate funds collection, tracking aged debt, technical queries, and cash allocation blockages.
- Monitor and manage communications with internal and external stakeholders.
Requirements
- Demonstrable experience within a Lloyd's/London Market broker environment, with a heavy emphasis on technical processing operations.
- Advanced, hands-on knowledge of ECF, CLASS, IMR, and core bureau account reconciliation processes.
- Demonstrated success managing hybrid or dual-location teams (specifically onshore-offshore setups like UK-India).
- Deep understanding of defining, measuring, and reporting on KPIs and SLAs (Turnaround time, First-time match rates, Error reductions).
- Excellent visual communication skills to present metrics clearly to senior executives and clients.
Skills
- ECF
- CLASS
- IMR
- Market Reform Contract (MRC) specifications
- Blueprint Two digital transformations
- Velonetic platforms
- Structured digital data entry formats
- KPIs
- SLAs
Location
- London - UK - Fenchurch
Work Type
- Dual-location model
Experience Level
- Advanced
- Deep understanding
About the Company
- Ryan Specialty is an Equal Opportunity Employer.
Equal Opportunity
- We are committed to building and sustaining a diverse workforce throughout the organization.
- Our vision is an inclusive and equitable workplace where all employees are valued for and evaluated on their performance and contributions.
- Differences in race, creed, color, religious beliefs, physical or mental capabilities, gender identity or expression, sexual orientation, and many other characteristics bring together varied perspectives and add value to the service we provide our clients, trading partners, and communities.
- This policy extends to all aspects of our employment practices, including but not limited to, recruiting, hiring, discipline, firing, promoting, transferring, compensation, benefits, training, leaves of absence, and other terms, conditions, and benefits of employment.