Howden is a global insurance group with employee ownership at its heart. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 24,000 employees spanning over 56 countries.
People join Howden for many different reasons, but they stay for the same one: our culture. It’s what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities – work / life balance, career progression, sustainability, volunteering – you’ll find like-minded people driving change at Howden.
At Howden Corporate & Commercial, commercial insurance isn’t just what we do – it’s who we are. We guide our clients through the complexities of commercial risk with confidence and clarity. From large corporates to emerging ventures, we understand the diverse needs of modern businesses and craft bespoke solutions that empower them to navigate uncertainty and achieve sustainable growth. Our deep expertise allows us to protect our clients’ assets and fuel their progress. When they succeed, we celebrate with them; when challenges arise, we stand firmly by their side.
Join us and become part of a team committed to delivering exceptional service. This as a full‑time, permanent role with a hybrid working arrangement. You’ll work two days each week from our Birmingham office, giving you dedicated time with colleagues and key stakeholders. Our Claims teams are also located in Stourbridge, Derby, and Wales, and the role includes regular visits to these sites to stay connected with the teams and maintain a consistent, high‑quality service.
The Opportunity
We are seeking an experienced Claims Manager to lead a dynamic and ambitious team within our Claims Division. In this pivotal role, you will provide first‑line supervision, coaching, and mentoring to help your team realise their potential. You will also play a key part in encouraging a positive, inclusive, and high‑performing team culture.
Key Duties & Responsibilities
Support and implement operational strategy, policies, and procedures to optimise the Claims service.
Identify process bottlenecks and collaborate with the Claims Operations and Business Performance Manager to drive effective resolutions.
Lead all aspects of day‑to‑day operations of the Claims team, collaborating closely with HR, L&D, and Broking teams as required.
Foster a culture of excellence, accountability, and continuous improvement—leading by example.
Build strong internal and external relationships to enhance claims service delivery and support your team’s development.
Conduct regular 1‑2‑1s, performance reviews, Balanced Scorecard/Objectives reviews, skills gap analyses, and audits, using outcomes to ensure compliance with internal and regulatory standards and to drive improvements.
Produce regular performance reports for Claims Operations, utilising available tools including data dashboards.
Manage and resolve client complaints, working with Compliance where necessary.
Work closely with the Client Servicing team to capture feedback and improve client service delivery.
Lead on Performance Improvement Plans, apprenticeship performance management, and recruitment activities within the Claims team.
Experience & Professional Qualifications
Minimum of 3 years’ experience in a team leader or managerial role within the specialist commercial claims insurance market.
Qualified to at least Cert CII.
Proven track record of delivering results and meeting or exceeding targets while maintaining a strong client focus.
Background in insurance broking with commercial lines experience.
Fully proficient in Microsoft Office applications.
Knowledge Requirements
Strong understanding of general and legal principles of insurance.
Knowledge of relevant regulatory and legal frameworks within the commercial insurance sector.
A career that you define. At Howden, we value diversity – there is no one Howden type. Instead, we’re looking for individuals who share the same values as us:
Our successes have all come from someone brave enough to try something new
We support each other in the small everyday moments and the bigger challenges
We are determined to make a positive difference at work and beyond
We're committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs. Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours* or hybrid working*.
If you're excited by this role but have some doubts about whether it’s the right fit for you, send us your application – if your profile fits the role’s criteria, we will be in touch to assist in helping to get you set up with any reasonable adjustments you may require.
*Not all positions can accommodate changes to working hours or locations. Reach out to your Recruitment Partner if you want to know more.
Permanent
