Travel Claims Operations Manager

Our client is seeking an experienced Travel Claims Operations Manager to lead and develop a high-performing, fully remote claims function.

Key Responsibilities:

• Own day-to-day operational performance, ensuring SLAs are met and workloads are effectively managed
• Oversee claims volumes, backlogs, and prioritisation across multiple claim types and complexity levels
• Drive a customer-first culture, ensuring empathetic handling and clear, timely communication
• Lead quality and consistency across claims decisions, ensuring fair and policy-aligned outcomes
• Manage audits, calibration, and coaching processes to address quality trends and improvements
• Lead, coach, and develop Team Leaders and remote claims teams to drive engagement and performance
• Act as a senior escalation point for complex cases and support complaint reduction strategies
• Use MI and data insights to identify risks, improve performance, and inform decision-making
• Drive continuous improvement across processes, workflows, and operational practices
• Support operational growth, change initiatives, and system or process enhancements

Requirements:

• Proven leadership experience within travel insurance claims operations
• Strong technical knowledge across multiple travel insurance claim types
• Experience managing and developing remote teams
• Demonstrated ability to improve customer outcomes, quality, and SLA performance
• Strong decision-making and stakeholder management skills
• Ability to interpret data and translate insights into actionable improvements

What They Offer:

• Fully remote working environment
• Opportunity to lead a growing and evolving claims operation
• A collaborative and supportive leadership team
• Ongoing development and career progression opportunities

If you’re a strong operational leader with a passion for delivering excellent customer outcomes and driving performance, this could be a great next step in your career.