HEAD OF CLAIMS – GALWAY CITY
As Head of Claims, you’ll report directly to the Director of Claims and lead multi-disciplinary teams of circa 50m people delivering operational excellence, customer advocacy, and claims transformation. This senior leadership role sits within a well-established, progressive financial services group known for its scale, integrity, and digital innovation. You’ll shape the property and motor claims strategy, drive performance across people, process, and technology, and play a pivotal role in modernising the end-to-end claims experience, balancing strategic oversight with real-world impact in a business recognised for empowering leaders to make meaningful change. This is a permanent role based in Galway City. Hybrid working is a given, however an onsite presence more so than not, will be expected. Candidates without the CIP qualification who have the necessary experience (in insurance claims) and can demonstrate the qualification journey to CIP status will be considered.
RESPONSIBILITIES
- Lead high-performing Property & Motor Damage Claims teams, fostering engagement, accountability, and continuous improvement.
- Coach and develop team leaders to elevate operational capability and talent growth.
- Deliver and refine the Property & Motor Damage Claims Strategy aligned with business objectives.
- Direct multi-year transformation programmes across telephony, IVR, WFM, and knowledge systems.
- Drive digital enablement and optimise claims journeys to enhance customer outcomes.
- Own operational performance metrics, including KPIs, customer satisfaction, quality, and resource utilisation.
- Strengthen indemnity and cost management through analytical insights and process improvement.
- Shape the strategic customer proposition across digital touchpoints, supply chain, and customer segments.
- Ensure compliance with regulatory, legislative, and internal control standards.
- Represent Claims at executive governance forums, influencing business-wide decisions.
- Manage key supplier relationships to ensure performance, consistency, and value delivery.
- Champion a culture of inclusion, development, and operational excellence across all teams.
REQUIREMENTS
- Proven experience leading claims, operations, or service delivery functions within insurance or financial services.
- Demonstrated success managing large teams and driving business transformation.
- Strong understanding of claims processes, customer experience, and operational efficiency.
- Knowledge of contact centre systems, workforce management, QA, and customer feedback optimisation.
- Skilled in stakeholder engagement, analytics-driven decision-making, and resource management.
- Qualified to CIP level (minimum) or equivalent, with full adherence to MCC requirements.
- Solid familiarity with the governance framework under Fitness & Probity Standards.
- Commercially astute, strategic, and capable of balancing long-term vision with execution.
- Exceptional communication and influencing capability across all organisational levels.
- Experience overseeing supplier panels and compliance with regulated frameworks.
- Commitment to diversity, inclusion, and continuous professional growth.
For more information, please contact [email protected]
