Claims Quality & Governance Manager

Job Type:

Build a brilliant future with Hiscox

The Team

The Quality Assurance & Governance team brings together professionals with strong operational and technical Claims expertise. The team plays a key role in driving consistent Claims quality and governance standards across the business, acting as a centre of expertise for best practice, quality assurance and continuous improvement.

As part of the Claims Quality Assurance Centre of Excellence, the team works closely with Claims leaders and stakeholders across the organisation, supporting consistent standards, calibration and continuous development in Claims handling.

Operating across London, York, Colchester, Europe and the US, the team provides an international and collaborative environment with exposure to a broad range of insurance products, markets and business areas.

The Role

As a Claims Quality & Governance Manager, you will play a key role in overseeing Claims quality assurance and governance activity across our European Claims operations.

You will oversee and conduct quality reviews of internally and externally handled Claims, ensuring alignment with Hiscox Claims Best Practices, internal standards and relevant regulatory requirements. You will use review outcomes and data to identify trends, emerging risks and opportunities for improvement, translating these findings into clear recommendations for Claims management.

You will work closely with Claims leaders, business teams and third-party partners to drive consistent quality standards, support remediation and training activity, and embed a culture of continuous improvement.

You will also provide guidance, coaching and oversight to Analysts within the team, supporting consistent assessment standards and high-quality outcomes.

Key Responsibilities

• Oversee and conduct quality assurance reviews and audits of internally and, where appropriate, third-party administered Claims, assessing Claims handling against Hiscox Best Practice standards and relevant regulatory requirements.
• Lead regular re-reviews and calibration activity to ensure consistent scoring and application of Claims quality standards.
• Analyse quality review outcomes and produce management reporting, identifying trends, areas of concern, emerging risks and opportunities for improvement.
• Translate quality findings into clear, actionable recommendations for Claims management and relevant stakeholders.
• Recommend improvements to relevant policies, processes and procedures as part of an ongoing continuous improvement cycle.
• Identify training and development needs arising from quality reviews and support appropriate remediation activity.
• Provide constructive guidance, coaching and oversight to Analysts and other team members, supporting consistent and effective quality assessment.
• Build strong relationships with Claims leadership, business teams, external partners and third-party suppliers across multiple jurisdictions.
• Promote and embed a continuous improvement culture across the Claims function, helping to deliver strong and consistent outcomes for policyholders.
• Support strategic account reviews and other Claims quality and governance initiatives where appropriate.
• Maintain strong knowledge of relevant classes of business, products and services within the European Claims market.
• Maintain a sound understanding of the policies, processes and systems used across European Claims functions.
• Keep up to date with the legal and regulatory environment relevant to European Claims operations.

About You

We are looking for an experienced Claims professional with strong technical knowledge and a proven background in Claims quality, governance or assurance, who is comfortable influencing stakeholders and driving improvement across a complex organisation.

You will ideally bring:

• Significant experience in Claims Quality Assurance, Claims file reviews/audits, Claims governance or a closely related Claims quality environment.
• Strong knowledge and practical experience of the European Claims market.
• Experience overseeing or supporting quality review and calibration activity.
• Experience working across multiple internal teams, external partners and third-party suppliers, ideally across different jurisdictions.
• Strong analytical capability, with the ability to interpret complex Claims information and translate findings into practical business recommendations.
• Strong stakeholder management skills, with the confidence to challenge constructively, influence and negotiate at different levels of the organisation.
• Experience coaching, supervising or developing colleagues and supporting consistent quality standards across a team.
• Excellent written and verbal communication skills.
• Fluency in English; additional European language skills would be advantageous.
• A pragmatic, commercial and solution-oriented approach.
• Confidence using your own judgement, taking initiative and making informed decisions.
• Strong commercial awareness and an understanding of how quality, regulatory requirements, customer outcomes and business objectives interact.

About Hiscox
As an international specialist insurer we are far removed from the world of mass market insurance products. Instead we are selective and focus on our key areas of expertise and strength - all of which is underpinned by a culture that encourages us to challenge convention and always look for a better way of doing things.
We insure the unique and the interesting. And we search for the same when it comes to talented people. Hiscox is full of smart, reliable human beings that look out for customers and each other. We believe in doing the right thing, making good and rebuilding when things go wrong. Everyone is encouraged to think creatively, challenge the status quo and look for solutions.
Scratch beneath the surface and you will find a business that is solid, but slightly contrary. We like to do things differently and constantly seek to evolve. We might have been around for a long time (our roots go back to 1901), but we are young in many ways, ambitious and going places.
Some people might say insurance is dull, but life at Hiscox is anything but. If that sounds good to you, get in touch.

Diversity and Hybrid working
At Hiscox we care about our people. We hire the best people for the job and we’re committed to diversity and creating a truly inclusive culture, which we believe drives success.
We have also learned over the past few years that working life doesn’t always have to be in the office, and now it is safe to do so we have introduced hybrid working to encourage a healthy work life balance.

This hybrid working model is set by the team rather than the business to enable you to manage your own personal work-life balance. We see it as the best of both worlds; structure and sociability on one hand, and independence and flexibility on the other.

Work with amazing people and be part of a unique culture