Claims Manager - Commercial & Schemes

Job description

Who are we? 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 Commercial & Schemes, 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. The Opportunity We’re looking for a high‑impact Claims Manager to lead a high‑performing team within our Commercial Claims Division. This is a key leadership role where you’ll take full ownership of a team of Claims Executives and Handlers driving performance, strengthening capability, and shaping meaningful career progression. You’ll be a visible and hands‑on leader, recognised for developing people, building technical excellence, and creating an environment where individuals can thrive. Through coaching, mentoring, and clear direction, you’ll empower your team to deepen their commercial claims expertise and consistently deliver outstanding client outcomes. You’ll also play a central role in embedding a positive, inclusive, and performance‑driven culture one that values accountability, continuous improvement, and high standards across every aspect of claims delivery. With teams based in Stourbridge, Derby, and Wales, there is regular travel to stay closely connected, ensuring a consistent approach, strong team engagement, and a high‑quality service across all locations. Key Duties & Responsibilities Lead, inspire, and develop a team of Claims Executives and Handlers, providing ongoing coaching, mentoring, and clear development pathways to build technical expertise and support career progression. Conduct regular 1‑2‑1s, performance reviews, skills gap analyses, and wider performance management activities (including Performance Improvement Plans, apprenticeship development, and recruitment), using insights to drive individual development plans, improve capability, and ensure a high‑performing, well‑resourced team. Take full ownership of day‑to‑day Claims team operations, ensuring efficient handling of commercial claims and delivery of a high‑quality, client‑focused service. Support and implement operational strategy, policies, and procedures, ensuring alignment with business objectives and consistent service excellence. Drive a culture of accountability, continuous improvement, and high performance, leading by example and setting clear expectations. Identify process inefficiencies and performance trends, using MI and data dashboards to inform decisions and working closely with the Claims Operations and Business Performance Manager to deliver sustainable improvements. Collaborate effectively with internal stakeholders including HR, L&D, Broking, and Client Servicing teams to enhance team capability, engagement, and client outcomes. Build and maintain strong internal and external relationships to support effective claims handling and continuous knowledge sharing. Manage and resolve client complaints in a timely and professional manner, ensuring adherence to regulatory and compliance standards. Experience & Professional Qualifications Minimum of 3 years’ experience in a leadership or managerial role within the commercial claims insurance market, with a proven track record of leading and developing high‑performing teams. Cert CII qualified (or working towards). Proficient in Microsoft Office and data/reporting tools. Knowledge Requirements Strong understanding of general insurance principles and commercial claims handling. Knowledge of relevant legal and regulatory frameworks within the commercial insurance sector. What do we offer in return? 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 Reasonable adjustments 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