Claims Director

Job Introduction

Location – Kings Cross, London/Hybrid 

Package – discussed on application 

Employment type – Permanent or Interim  

This crucial role involves spearheading our Claims team towards achieving optimized results in Claims Loss Ratio, Expense Ratio, and Customer Outcomes, all while ensuring compliance and fostering a forward-thinking approach to the future. Whilst we’re ideally looking to offer this role on a permanent basis, we are also open to discussing the possibility of an interim appointment, please specify your preferences on your application.   

Role Responsibility

Leadership: 

• Inspire and lead the Claims team in the delivery of all internal claims-related activities for Saga Insurance. 

• Collaborate seamlessly with leaders and colleagues across Insurance and the wider Saga Group to support organisational strategy and deliver exceptional customer experiences. 

• Lead the development and implementation of the Claims strategy, playing a vital role in shaping the overall Insurance strategy. 

• Drive the Claims team to deliver optimised outcomes in claims indemnity spend, consistently outperforming industry peers. 

• Effectively manage AICL’s claims and operational spend to achieve leading combined operating ratios. 

• Develop and oversee the extensive motor and home claims supply chain, emphasizing service delivery and claims cost control metrics. 

• Represent Claims leadership at board meetings, covering CHMC, AICL, and any other entities requiring input. 

Operational Excellence: 

• Continuously review Claims policies and processes through customer feedback, benchmarking, and ongoing monitoring of market trends. 

• Own and manage the operational budget and forecasting, collaborating closely with the Insurance CFO and wider Leadership Team. 

• Actively monitor, manage, and escalate material risks, staying abreast of internal and external business trends. 

Compliance and Governance: 

• Proactively ensure effective Claims systems, procedures, and controls are implemented to meet regulatory and operational requirements. 

• Adhere meticulously to regulatory frameworks related to claims management for Saga Insurance's broker and underwriter. 

• Serve as the nominated regulatory person accountable for claims outcomes for both Saga and AICL. 

• Produce comprehensive management information to support governance committee reviews. 

The Ideal Candidate

• Extensive and proven experience in Motor and Home Claims Management, ideally within Personal Lines  

• Technical and operational acumen to effectively direct and manage a Claims function, driving significant operational efficiencies and performance improvement. 

• Demonstrable experience managing change and leading a transformation agenda. 

• A customer-centric approach, well-versed in modern claims techniques, including digital and automation. 

• Proven experience at the C-suite level, with a track record of developing and executing commercial and marketing strategies. 

• Exceptional team leadership and stakeholder management skills. 

• Cultural leadership with a demonstrated ability to create and lead outstanding, talented teams. 

• Excellent communicator, adept at building relationships with empathy and trust. 

Our Saga Values: 

• Precision Pace - Always owning and making things happen.  

• Empathy – Always aware of others.  

• Curiosity – Always asking why. 

• Collaboration – Always one team, the Saga team 

Package Description

Benefits available to all permanent/fixed term colleagues: 

• 25 days holiday + bank holidays 

• Option to purchase additional leave up to 5 extra days 

• Pension scheme matched up to 10% 

• Life assurance policy on joining us 

• Colleague discounts including family discounts on cruises and holidays! 

• Range of reductions and offers from leading retailers, travel groups and entertainment companies 

• Enhanced maternity and paternity leave 

• Grandparents leave 

• Company performance related annual bonus 

• Income protection 

• Access to Saga Academy, our bespoke learning platform 

About the Company

Over the past 70 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.

At Saga we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement. We value diversity not just because it is the right thing to do, but because diverse teams perform better.

Fair consideration is given to applications from all applicants, including those with disabilities and those over who are over 50 as we are champions of age inclusivity. We are an official Disability Confident employer and ensure that our recruitment process is inclusive and accessible and we will make reasonable adjustments as required. For more information on our DEI policies please visit our Saga Careers page.

​Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner.

#LI-Remote

Saga Group