Claims Manager

We are looking for a seasoned Claims Manager to join our Claims Handling Center of Excellence at Gallagher Service Center LLP. The ideal candidate will be responsible for overseeing a team of claim adjusters, ensuring accurate and efficient claims processing, driving operational excellence, and delivering high standards of client satisfaction. This is a leadership role that combines hands-on claims expertise with people management and performance improvement responsibilities.

Roles and Responsibilities:

- Supervise a team of claims adjusters while potentially managing a personal caseload based on business needs

- Allocate work efficiently, monitor team workloads, and ensure timely delivery of SLAs

- Review and validate claims processing quality through audits and file reviews

- Provide coaching and development feedback to improve individual and team performance

- Manage escalations, resolve queries, and ensure high standards of client satisfaction

- Track and report key claims metrics using dashboards and scorecards; identify trends and implement process improvements

- Communicate professionally with stakeholders across internal teams and external partners

- Participate in process transitions and document workflows; create and maintain SOPs to ensure compliance

- Address performance and behavioral issues through appropriate interventions

Skills and Qualifications Required:

- Minimum 3 years of experience in end-to-end claims handling across any Line of Business (LoB) or geography (e.g., US, UK, ANZ)

- At least 1 year of experience managing a team of claims handlers

- Recognized claims or policy certifications (preferred)

- Strong negotiation and settlement skills

- Excellent verbal and written communication skills

- Ability to build effective internal and external relationships

- Analytical and data-driven with the ability to interpret performance metrics

- Proactive problem solver with a continuous improvement mindset

- Well-versed in operational and people management