Claims Performance Manager

Admiral Business sit within the Admiral Group, and are the experts in business insurance, offering SME insurance for tradespeople, professionals, and couriers. They build products and services that put their customers’ first, combining agility with reliability to deliver innovative products and superior customer experience to the under-served SME market across the UK.

About the Role

The role of Claims Performance Manager plays a pivotal role in overseeing and enhancing the performance of Admiral Business Claims’ network of suppliers. You will drive performance improvements, and act as a key liaison between internal stakeholders and external partners, ensuring that supplier performance is of the required standard to deliver upon our goal of providing our customers a market-leading claims service.

What you’ll be doing:

• Analyse our suite of claims MI and outputs from other relevant information sources to accurately quantify performance per supplier and claim type.
• Produce monthly & quarterly reports and present insights internally to senior leadership and externally to suppliers, brokers and partners.
• Produce a prioritised list of actions, and associated improvement plans and oversee completion of said plans.
• Provide thematic analysis of repeat and/or systemic issues.
• Use recognised continuous improvement methodology to develop best practice and new controls that deliver excellent claims costs, process, lifecycle, and customer experience benefits.
• Designing solutions that develop great customer outcomes whilst contributing to efficient loss ratio results.
• Review existing supplier arrangements for Admiral Business Claims Categories.
• Contribute to the building and maintenance of strong, collaborative relationships with key suppliers & brokers to drive innovation and service excellence.
• Extensive travel required to supplier and broker offices.

Key Deliverables:

• A robust and compliant supplier performance framework.
• High-performing supplier network delivering consistent service quality.
• Constructive dialogue with suppliers, brokers and other partners regarding claims performance.
• Actionable insights and reports that inform strategic decisions.
• Enhanced customer outcomes through effective supplier collaboration.
• Strong internal and external stakeholder relationships.

What we’re looking for:

• Strong understanding of claims processes and regulatory requirements.
• Experience of commercial claims environment.
• Excellent negotiation, communication, and conflict resolution skills.
• Proficiency in data analysis and performance reporting.
• Ability to work independently and adapt in a fast-paced, agile environment.
• Experience of working with brokers.
• Familiarity with contract management and service level agreements (SLAs).
• Risk mitigation assessment skills.
• Strong organisational and time management skills.
• Willingness to travel within the UK.

Interview Process:

At Admiral Business, we like to keep things transparent, so you know what to expect.

Our interview process usually includes 3 stages:

1. Initial chat with the Talent Team
2. Data Analysis Task and Presentation (On-site)
3. Final interview with senior stakeholders and team members (On-site)

Please note that we aim to complete stages 2 and 3 together, so only one visit to the office is required.

We aim to complete the process as quickly as possible, but we’ll always work around your availability. You’ll be supported by our recruitment team throughout, and if you have any questions, please get in touch here.

Admiral: Where You Can

We take pride in being a diverse and inclusive business. It's a place where you can Be You, and show up as you are. We’re committed to fostering a people-first culture where everyone is accepted, supported, and empowered to be brilliant. You can, Grow And Progress at a pace and direction that suits you, Make A Difference for our customers and each other, and Share in Our Future with all colleagues eligible for up to £3,600 of free shares each year after one year of service.

Everyone receives 33 days holiday (including bank holidays) when they join us, increasing the longer you stay with us, up to a maximum of 38 days (including bank holidays). You also have the option to buy or sell up to an additional five days of annual leave.

We’re proud of our people-first culture. In fact, we've been recognised as a Great Place to Work for Women, a Great Place to Work for Wellbeing, and an overall Great Place to Work for over 25 years! We’re fully committed to making sure your progression is not slowed or halted by barriers related to race, gender, age, sexuality or any of the protected characteristics.

Our fantastic benefits make sure our colleagues have a great work-life balance; You can view some of our other key benefits here.

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