- Location
- London, England
- Workplace
- Hybrid
- Department
- Insurance
- Seniority
- Manager
- Source
- Pinpoint
Description
Claims Oversight & Onboarding Manager
Department: Managing Agency
Employment Type: Permanent
Location: London
Description
We’re looking for an experienced Claims Oversight & Onboarding Manager to join PoloWorks, taking responsibility for claims governance, performance oversight and the successful onboarding of new clients and portfolios, with a particular focus on Trade Credit claims.
This is a varied role offering the opportunity to work closely with clients, internal teams and key market stakeholders to ensure new business is integrated effectively and that claims services continue to meet high standards of quality, governance and regulatory compliance.
Key Responsibilities
You’ll have responsibility across two key areas: claims oversight and onboarding.
On the claims side, you will:
On the claims side, you will:
- Oversee end-to-end claims processes across multiple lines of business, with particular emphasis on Trade Credit portfolios.
- Monitor claims performance against SLAs and Lloyd’s Minimum Standards.
- Carry out quality assurance reviews and audits of delegated claims authorities and third-party administrators.
- Identify and manage claims-related risks, escalating issues where appropriate.
- Work closely with underwriters, brokers and Lloyd’s to resolve complex claims.
- Develop and maintain effective claims governance frameworks.
- Produce meaningful MI and reporting for senior stakeholders.
For onboarding, you will:
- Lead the onboarding of new clients, syndicates and books of business.
- Develop clear onboarding plans, timelines and stakeholder communication.
- Coordinate across underwriting, finance and technology to ensure new portfolios are integrated smoothly.
- Support and guide new clients through PoloWorks’ claims procedures and systems.
- Ensure onboarding activity meets Lloyd’s and FCA regulatory requirements.
You’ll also play an important client-facing role, acting as a key contact for claims oversight queries, participating in governance and Lloyd’s market discussions, and presenting MI, KPI dashboards and oversight reporting to clients and internal leadership.
Skills, Knowledge and Expertise
We're looking for someone with strong Lloyd’s Market experience and a thorough understanding of claims processes, governance and the regulatory environment.
Ideally, you’ll also bring:
- Experience of Trade Credit or Political Risk claims.
- Strong knowledge of delegated claims oversight, TPAs and bordereaux management.
- Experience managing onboarding projects or operational transitions within insurance or reinsurance.
- Familiarity with Lloyd’s Minimum Standards, Conduct Risk and Claims Transformation initiatives.
- Strong analytical skills and confidence interpreting and presenting claims MI.
- Excellent communication and stakeholder management skills, including experience working with senior clients.
- Project management experience, with Prince2, Agile or similar experience advantageous.
- Demonstrates behaviours aligned to the Polo Works PRIDE values:
· Pioneering – we don’t stand still
· Responsible – We do the right thing
· Inclusive – we all play a role
· Delivery Focussed- we provide services we are proud of
· Empowering – we equip people to be their best
An ACII qualification, or progress towards ACII, would be an advantage but isn't essential. A degree or equivalent industry experience is also sought.
Benefits
As well as a competitive salary, discretionary annual bonus, and a minimum 26 days of annual leave (with the option to buy more), you will also get an excellent benefits package, including flexible, hybrid working, private health insurance, life assurance, income protection, enhanced pension contributions, and occupational maternity and paternity pay.
You will also have access to company volunteering days, an Electric Vehicle (EV) leasing scheme, an employee assistance programme with retail discounts and savings, a generous employee referral scheme, regular sports and social events, and free Cheltenham bus travel.
Skills
AgileUnderwritingComplianceProject Management