General information

City: London, UK

Country: United Kingdom of Great Britain and Northern Ireland

Creation Date: 16-Oct-2026

Employment Type: Permanent

Employment Type: Full time

Ref #: 1234573716

Description & Requirements

Role Title: Senior Claims Operations Technician

Department: Claims

Team: Claims Operations (UK/,MENA)

Location: London

Type: Permanent

About the Role:

The Senior Claims Operations Technician is a senior, hands-on member of the Claims Operations team, responsible for ensuring the efficient, accurate and well-controlled delivery of key operational processes that support our UK & MENA Claims function. Acting as a subject matter expert, the role takes ownership of critical activities including bordereaux reconciliations, manual payments and operational oversight, ensuring work is completed to a high standard and in line with regulatory, financial and business requirements.

As a key link between Claims, Finance, Credit Control, Underwriting Operations, IT, MI and our offshore and third-party partners, the role provides technical guidance, resolves complex operational issues and serves as the first point of contact for operational queries and escalations. The position is also responsible for overseeing work performed by our offshore partners, ensuring quality, accuracy and service levels are maintained.

Alongside supporting day-to-day operations, the role plays an important part in shaping the future of Claims Operations. Working closely with the Claims Operations Manager, you will identify opportunities to improve processes, strengthen controls, enhance data quality and deliver more efficient ways of working. You will support system enhancements, automation initiatives, AI-enabled solutions and the ongoing transition of activity to Genpact, helping to evolve our operating model and deliver sustainable operational excellence.

Using a combination of operational expertise, analytical thinking and industry knowledge, the Senior Claims Operations Technician will help deliver a high-quality service to the Claims function while ensuring operational processes remain scalable, efficient and fit for the future.

About the Department & Team:

The Claims Operations team in London provides dedicated operational support to the UK & MENA Claims team, who handle claims across multiple lines of business and distribution channels. By managing operational activity both onshore and offshore, the team enables claims handlers to concentrate on technical decision-making, whilst simultaneously providing key services to our other internal and external customers.

Key Responsibilities:

Claims Operations Delivery

• Perform and oversee BDX reconciliation activities, investigating and resolving discrepancies in a timely manner.
• Manage and process manual claim payment activities, ensuring appropriate controls and approvals are followed.
• Investigate and resolve operational queries from Claims, Finance, Treasury, Underwriting Operations and other stakeholders.
• Support the administration and monitoring of data feeds and operational processes between LSM and third-party partners, including Davies and Collegiate.
• Act as an escalation point for complex operational issues and processing exceptions.
• Support operational audit requests and reviews, including Lloyd's, EY and internal audit activity.

Offshore & Third-Party Oversight

• Oversee operational activities completed by the offshore team, ensuring work is completed accurately and within agreed service levels.
• Act as the primary contact for operational queries, issues and process breakdowns affecting offshore teams and BPO providers.
• Monitor performance, quality and productivity, identifying opportunities for improvement and coaching where required.
• Build strong working relationships with offshore colleagues and external partners to ensure effective service delivery.
• Support knowledge transfer and operational transitions as activities move to offshore model.

Systems, Training & Subject Matter Expertise

• Provide guidance and support to Claims Adjusters and operational colleagues on Claims Operations processes.
• Support onboarding of new joiners, including operational process training and systems education.
• Maintain and improve process documentation, procedures and operational guidance materials.
• Support system testing, change implementation and user adoption activities across Claims Operations platforms.
• Act as a subject matter expert for Claims Operations systems and processes.

Operational Improvement & Change

• Identify opportunities to improve efficiency, controls, customer outcomes and service delivery.
• Support process redesign, automation and AI-enabled initiatives.
• Analyse operational performance data and recommend improvements.
• Support delivery of operational projects and change initiatives.
• Assist with the transition of processes and activities to Genpact and other strategic delivery partners.

Controls, Governance & Reporting

• Maintain effective operational controls and documented procedures.
• Support KPI monitoring, reporting and management information activities.
• Investigate root causes of operational issues and implement corrective actions.
• Support internal governance, risk management and audit requirements.
• Contribute to service performance reporting and operational dashboard development.

Skills and Experience:

• Hands-on experience of London Market claims processing, ideally including BDX reconciliation and manual payments.
• Working knowledge of claims systems, with experience of Guidewire ClaimCenter, ECF2, IRIS and/or Genius highly desirable.
• Excellent attention to detail and accuracy with financial data, and advanced Excel skills.
• Experience working with offshore, outsourced or BPO providers, including handling their queries and resolving processing issues.
• Experience of supporting audits or working within a controlled operational environment, with a good understanding of controls and risk.
• Strong problem-solving skills, with examples of finding the root cause of issues and putting effective fixes in place.
• Highly organised, able to manage competing priorities and tight deadlines in a fast-paced environment.
• Clear communicator who builds good working relationships with colleagues across teams and with third-party providers.
• Takes ownership and sees tasks through to completion.
• Naturally curious and adaptable, embracing change and new ways of working.
• Desirable: experience of training or onboarding colleagues, documenting processes and process maps, and using Power BI or similar reporting tools.
• Desirable: experience applying Lean, Six Sigma or other continuous improvement methods.
• Desirable: Bachelor's degree or ACII qualification (advantageous but not essential).

About Liberty Specialty Markets (LSM)

Liberty Specialty Markets is part of Global Risk Solutions and the broader Liberty Mutual Insurance Group, which is a leading global insurer. We offer a breadth of world-class insurance and reinsurance services to brokers and insureds in all major markets.

Our people are key to our success. That is why "Put People First" is one of the five Liberty values which unite us as a global organisation. We bring this to life for our colleagues through:

• Offering a vibrant and inclusive environment and committing to their career development.
• Promoting diversity, equity and inclusion (DEI). Our Inclusion Matters framework and employee-led networks strengthen the diversity of our workforce and our inclusive environment.
• Reinforcing that collaborating together to share our unique perspectives help us make better decisions, deliver innovative solutions and pursue our ambitious goals.
• A supportive culture, which includes promoting a healthy work-life balance and working flexibly.

For more information, please follow the links below:

https://www.libertyspecialtymarkets.com/gb-en/careers/working-for-us

https://www.libertyspecialtymarkets.com/gb-en/careers/diversity-equity-and-inclusion