Claims Manager

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Location - Hybrid/ LondonPermanent - Full TimeBand 2

Be at the centre of how we manage and resolve risk globally

This is a high-impact opportunity to shape how a global organisation manages its most complex and high-value insurance claims.

As Claims Manager, you'll sit within the Group Insurance team, working at the intersection of finance, risk, legal, and operations. Your role will go beyond oversight-you'll influence outcomes. From managing major losses and litigation through to improving how claims are handled, reported, and analysed, you'll play a critical role in protecting the business and driving better decision-making.

You'll be working across multiple geographies and insurance classes, partnering with internal stakeholders, brokers, third-party administrators, and captive insurers to ensure claims are handled efficiently, fairly, and with strong commercial discipline.

What you'll be doing

You'll take ownership of the Group's claims landscape, with a focus on both delivery and continuous improvement:

• Overseeing the performance of third-party claims administrators and broker claims advocates, ensuring consistently high standards
• Managing complex and high-value claims, including large losses and litigation, in collaboration with Legal and senior stakeholders
• Ensuring claims are resolved efficiently, with strong control over cost, reserves, and outcomes
• Validating claims reserves and insurance costs to ensure accuracy and robustness
• Leading claims audits and strengthening governance, controls, and data integrity
• Enhancing incident reporting processes and driving improvements in claims management frameworks
• Producing and analysing loss data, dashboards, and insights to inform business decisions
• Advising the business on claims exposure, trends, and risk implications
• Supporting renewal strategies through claims insights and collaboration with the wider insurance team
• Delivering training and guidance to improve claims awareness and capability across the business

What we're looking for

We're looking for someone who brings both technical depth and the confidence to operate in a complex, global environment:

• Significant experience in commercial claims management, ideally within a large, multinational organisation
• Proven track record managing complex, high-value claims and litigation
• Strong understanding of insurance policy wordings across Property, Liability, Motor, Financial Lines, and Specialty classes
• Experience working with third-party administrators and captive insurance structures
• Strong analytical and financial acumen, with the ability to interpret and present claims data clearly
• A confident communicator who can influence senior stakeholders across finance, legal, and operational teams
• A proactive, solutions-focused mindset with a drive to improve processes and outcomes

Why this role?

This is more than a claims oversight role; it's an opportunity to shape how claims are managed across a global organisation. You'll have the autonomy to drive improvements, influence strategic decisions, and build strong relationships with senior stakeholders worldwide.

If you're looking to broaden your impact, work on complex and meaningful cases, and play a key role in how risk is managed at scale, this role offers that platform.

What we offer?

• Company car / £4200 cash alternative

• Private healthcare
• Bonus scheme of 10% on target
• Flexible working considered
• Pension - 6%
• Chance to contribute to innovation in the public services
• A company passionate about diversity and inclusion
• Serco discounts which include cinema, merlin entertainment and online shopping discounts, and discounts on mobile phone plans and leisure centre memberships.
• A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Simply Health Cash Plans, and more.
• A wealth of career development training to suit your future aspirations. These range from role specific training, leadership coaching, formal study and much more to support you to build your career with Serco.
• A safe and supportive culture.

All Serco employees must ensure that their current line manager is aware of their application. For confidential enquiries please contact MyHR. Serco are Disability Confident Leader employers and are committed to employing and retaining people with disabilities. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.