Head of UK Claims, Governance & Reporting

Together, we engage with everything we have and are, to help humankind act braver and better.

About Great Lakes Insurance SE:

As specialty provider of primary insurance services in the UK, Great Lakes London Branch (“GLLB”) is a substantial part of Great Lakes Insurance SE in Munich. Our interlocked business model is to seize opportunities closely connected to the reinsurance core business and innovation opportunities, in our role as an integral part of the Munich Re Group. Great Lakes Insurance SE operates from its headquarters in Munich, and via branch offices in UK, Ireland, Switzerland, Italy and Australia. 

Great Lakes Insurance UK Limited (“GLLS”), regulated by Prudential Regulation Authority and the Financial Conduct Authority, is a fully owned subsidiary of Great Lakes Insurance SE and acts as the preferred facilitator of agency insurance business in the UK in the post-Brexit world.

About the role:

The primary objective of this role is to Lead a team to establish, maintain, and enhance a rigorous oversight framework for Third-Party Administrators (TPAs) in the UK, ensuring compliance with internal guidelines, international business unit standards, and regulatory requirements, with a particular focus on ensuring Good Customer Outcomes are delivered by our TPAs. 

This position is a key part of the UK Claims Leadership Team, responsible for overseeing the operational performance of TPAs and ensuring they adhere to established processes and procedures.

Key Responsibilities

• Develop, maintain, and enhance the Claims Process and Procedures, work instructions, reporting, and governance strategies to ensure effective oversight of TPAs and minimize reputational and conduct risks for Great Lakes and the Munich Re Group

• Proactively identify opportunities for operational improvement in TPA management and champion solutions in partnership with other Claims Leadership teams and Group business functions to ensure benefit realization of change delivered

• Deliver Group Claims regulatory and compliance projects, with a focus on TPA oversight, and own the GLISE Claims Change and Process Improvement portfolio

• Ensure projects are managed robustly to the Change Management Framework principles, with a focus on TPA compliance and performance

• Develop an effective internal reporting framework to support Claims Managers in overseeing TPA performance and ensuring appropriate focus and prioritization of tasks and initiatives

• Line manage a team of Claims reporting and MI delivery specialists, with a focus on TPA performance metrics, and leverage Group Analyst Specialists to inform TPA oversight and improvement initiatives

• Further develop and maintain a consistent reporting framework and IT tools for management and the Board, enabling efficient control and monitoring of TPA performance

• Maintain the control framework over the delegation of claims authority to TPAs, ensuring effective operation and exceptional standards of claim performance and service that accord with company and regulatory standards

Overall, this role will play a critical part in ensuring that Great Lakes' TPAs in the UK operate in a compliant and efficient manner, supporting the organization's commitment to excellence in claims management and good customer outcomes, while minimizing reputational and conduct risks.

Required Skills and Experience:

• Expertise in claims operational performance, with a focus on primary insurance, as well as experience across multiple lines of business (Non-Life and Health)
• Knowledge of working with Managing General Agents (MGAs) & Third Party Administrators (TPAs)
• Strong understanding of UK insurance-related legal and regulatory systems
• Established network of contacts with lawyers and other external claims service providers; connections within the Munich Re claims community are beneficial
• Familiarity with claims IT systems, including international market claims systems; ability to understand and navigate complex systems
• Excellent command of English, with strong communication and interpersonal skills

Desired Qualifications and Educational Background:

• University degree or equivalent work experience required

People Leaders:

• You are aware of your role (as a leader) in being able to influence your team structure and culture to promote principles of diversity and inclusion.
• You strive to continuously educate yourself on best practice for inclusive leadership.
• You demonstrate and role model inclusive behaviour and encourage your colleagues to play an active role in creating an inclusive culture as well.
• You support a culture in which high ethical conduct is recognised, valued and embodied by all
• You treat everyone fairly and with respect.
• You are responsible for recruiting new talent within your team, in addition to other people management responsibilities such as task management, providing regular feedback, having continuous conversations, development planning/career discussions etc.
• You are also responsible for driving the performance of your team to meet the business’ strategic goals and objectives.
• You will consider the impact on the wider business when planning and making decisions.
• You will be considered part of the Senior Management Team.
• The development of your team is of significant importance to you, you embrace and promote development and act as a Talent Broker, continuously looking for opportunities for them to expand their skills, knowledge and experience.

Regulatory & Conduct Requirements:

• Understanding the responsibilities and adhering to the requirements of undertaking a regulated role under the Senior Manager and Certification Regime
• Ensuring compliance with Insurance Distribution Directive
• Satisfying all claims-related regulatory reporting requirements in collaboration with the reporting function
• Liaising with all relevant regulatory bodies in the UK, creating a highly credible reputation and strong, collaborative relationship
• Ensuring compliance with Munich Re’s Code of Conduct and the FCA’s Conduct Rules

General Duties & Activities

(What the job is like day to day)

• Implement and maintain strong claims oversight for Great Lakes’ UK portfolio, ensuring compliance with regulatory and industry standards.
• Develop frameworks to identify and mitigate reputational, conduct, and operational risks in UK claims handling.
• Oversee outsourced claims services, including TPAs, ensuring quality, compliance, and adherence to agreed processes and reporting.
• Contribute to the development of a scalable UK primary insurance platform by driving innovation in operational oversight.
• Review and enhance existing oversight activities, aligning with regulatory requirements such as Solvency II.
• Negotiate and manage contractual agreements and SLAs related to delegated claims authority.
• Monitor TPA performance using a risk-based framework, ensuring delivery against key targets and standards.
• Ensure consistent Loss Fund Management across all delegated claims partners.
• Develop data-driven monitoring systems to manage conduct and reputational risks and support strong financial outcomes.
• Support business development through tailored claims solutions and TPA network expansion.
• Advise senior leadership on operational claims matters, including regulatory developments and impacts.
• Represent Group Claims in strategic initiatives, committees, and working groups.
• Undertake additional duties as needed to ensure high-quality, compliant claims oversight.

Overall, this role will play a critical part in ensuring that Great Lakes' claims operations in the UK are managed efficiently, effectively, and in compliance with regulatory requirements, while minimizing reputational and conduct risks.

Benefits

You will be rewarded with a great compensation package, on target bonus, 25 days annual leave with the option to purchase more along with private medical insurance and employers' contributory pension of 10%

We are one of the few employers to offer fully paid  6months family leave for times when you need it the most. 

About us

You will work in an environment where we think big: Change and culture are continuously role-modelled. We create and articulate a compelling and ambitious shared purpose, vision and direction. We pave the way towards success and see failure as learning

You are going to experience that we care & dare: We are empathetic. We know when to lead and know when to let others lead. We attract, grow and coach future leaders

We communicate in a clear & authentic way: We interact with a positive and humble spirit. We solicit feedback, ask and listen, learn and unlearn

You will grow with your clients: Whatever our role, we support business, in an efficient and effective way, to create value for our clients. We embrace new ways of working using digitalisation to deliver solutions

We lead the We: We have a passion for winning and growing as a team. We inspire people to be capable of joint performance. We create an inclusive environment where different thoughts, generations, cultures and experiences are valued and encouraged

At Munich Re, embracing the power of differences is at the core of who we are. We believe diversity fosters resilience and innovation and enables us to act on our purpose of helping humankind act braver and better. We recognise diversity can be multi-dimensional, intersectional, and complex, so we want to build a diverse workforce that includes a wide range of racial, ethnic, sexual, and gender identities; economic and geographic backgrounds; physical abilities; ages; life, school, and career experiences; and political, religious, and personal beliefs. Additionally, we are committed to building an equitable and inclusive work environment where this diversity is celebrated, valued, and has equitable opportunities to succeed.

If you are excited about this role but your experience does not align perfectly with everything outlined, or you don’t meet every requirement, we encourage you to apply anyway. You might just be the candidate we are looking for!

All candidates in consideration for any role can request a reasonable adjustment at any point in our recruitment process. You can request an adjustment by speaking to your Talent Acquisition contact.