Position Summary:
The Claims Manager owns the end-to-end technical processing, market entries, and financial settlement monitoring for a portfolio of Lloyd's and London Market insurance claims. This critical operational role handles a dual-location model. You will manage a highly specialized technical advisory and advocacy team in London, while structurally governing the output, SLA metrics, and data validation processes of an offshore processing delivery hub in Mumbai.Location:
London - UK - FenchurchWhat will your job entail?
Key Responsibilities:
1. Dual-Location Team Leadership & Governance
- London Team Management: Lead, mentor, and upskill London-based technicians handling complex queries, advocate escalations, and high-value technical checks.
- Mumbai Hub Oversight: Drive operational excellence, productivity, and output consistency within the Mumbai offshore team.
- Workflow Synchronisation: Establish seamless handovers and global resource allocation between London and Mumbai to guarantee continuous query resolution visibility.
- Culture & Training: Implement joint training sessions to bridge cross-border knowledge gaps.
- Cross-Department Liaison: Collaborate closely with the Binders team in connection with new and renewing binders to ascertain if there’s a TPA, Loss Fund or DCA agreement, to establish and maintain the necessary workflow.
2. Technical Processing & London Market Compliance
- Systems Mastery: Oversee data integrity and transaction speed across ECF (Electronic Claim File), CLASS, and the IMR (Insurance Market Repository).
- Market Reform Compliance: Ensure all processed claims conform strictly to the latest MRC (Market Reform Contract) specifications.
- Modernisation Readiness: Act as the operational champion for Blueprint Two digital transformations, transition to Velonetic platforms, and structured digital data entry formats.
- Quality Assurance: Design and execute a strict QA framework to review data entry, cash allocations, and query management against market errors.
3. Client Advocacy & Bureau Relations
- Escalations Point: Act as the primary escalation point for key internal stakeholders (coverholders, senior management) as well as for any severe processing friction between the TPA, Xchanging/Velonetic, and syndicate underwriters.
- Collections Monitoring: Accelerate funds collection, tracking aged debt, technical queries, and cash allocation blockages to optimize working capital.
- Communication and Reporting: Monitor and manage communications with internal and external stakeholders to facilitate smooth information flow and operational effectiveness.
Experience, Skills, and Qualifications:
Technical & Market Experience
- 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.
Leadership & Operations Capability:
- 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.
Disclaimer
Ryan Specialty is an Equal Opportunity Employer. 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.
Skills Required
- Demonstrable experience within a Lloyd’s or London Market broker environment
- Extensive experience in technical claims processing operations
- Advanced hands-on knowledge of ECF, CLASS, and IMR
- Experience with core bureau account reconciliation processes
- Experience managing hybrid or dual-location teams, particularly UK-India onshore-offshore teams
- Strong understanding of defining, measuring, and reporting KPIs and SLAs
- Excellent visual communication skills for presenting metrics to senior executives and clients
What We Do
Ryan Specialty (NYSE: RYAN) is an international specialty insurance firm that provides distribution, underwriting, product development, administration and risk management services by acting as a wholesale broker and a managing underwriter. Our mission is to provide industry-leading innovative specialty insurance solutions for insurance brokers, agents and carriers. Ryan Specialty was founded in 2010 by Patrick G. Ryan, the widely respected insurance veteran, founder and former Chairman and CEO of Aon Corporation. Mr. Ryan saw the need in the marketplace for a specialty organization dedicated exclusively to creating sophisticated insurance solutions for risks that demand innovation, proven leadership, outstanding industry expertise and quality services on behalf of brokers, agents and carriers. For more information about Ryan Specialty, visit our website at ryansg.com. Ryan Specialty is an Equal Opportunity Employer. We are committed to building and sustaining a diverse workforce that is reflective of society throughout the entirety of the organization. Our vision is an inclusive and equitable workplace where all employees are valued 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.
