Manage daily operations and ensure SLA/KPI adherence.
Drive productivity, quality, and process excellence.
Handle client and stakeholder communications.
Mentor, coach, and develop team members.
Support hiring, training, and succession planning initiatives.
Analyse performance metrics and implement improvement actions.
Manage escalations, risks, and compliance requirements.
Identify and implement automation and process improvement opportunities.
Manage Attrition and Shrinkage
Graduate or Postgraduate degree from a recognised university.
5+ years of experience in Lloyd's/London Market insurance operations, with relevant claims management experience.
Strong understanding of the end-to-end claims lifecycle within the Lloyd's Market.
Hands-on experience with ECF, claims processing, and Claims Bordereaux (BDX) review and validation.
Experience in claims reserve updates, indemnity payments, fees processing, and manual payment handling.
Proven experience working with TPAs, Coverholders, brokers, underwriters, and claims handlers.
Excellent verbal and written communication skills with strong stakeholder management capabilities.
Strong analytical, problem-solving, and decision-making skills.
Proficiency in MS Excel, PowerPoint, Outlook, and insurance processing systems.
Ability to manage teams, handle client interactions, and drive continuous improvement initiatives.
Preferred
Experience in managing client-facing claims operations teams.
Exposure to process transitions, governance forums, and business expansion initiatives.
Knowledge of Lloyd's Market systems and claims-related platforms.
Choosing a digital partner is about more than capabilities — it’s about collaboration and character.
Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments.
At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations.
Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale.
Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact.
We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition.
At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward.
For more information, visit www.exlservice.com.
