Head of Claims Recruitment for a Motor Insurance Business

Case Study

A confidential retained search for a Senior Head of Claims within a global provider of business process outsourcing and claims management services. The successful appointee went on to become successor to the COO, demonstrating that the search delivered not only immediate operational impact but longer term leadership capability a critical requirement for this recruitment mandate.

The organisation needed a senior claims leader who could combine hands-on operational management with strategic leadership, improve process efficiency and profitability, strengthen team culture and develop the claims strategy during a period of significant senior leadership change with a potential of succession to the role of Chief Operating Officer.

The Challenge

The incumbent had already resigned, but the organisation wanted the search to remain confidential because there had been substantial senior leadership change over the previous 12 months, there were significant capability gaps and a larger leadership need than this role title alone could deliver.

The role was critical to the operation.

The successful individual needed to be able to:

• lead claims operations and key client relationships
• manage compliance and operational performance
• improve process efficiency and profitability
• develop and implement a stronger claims strategy
• identify opportunities for continuous improvement
• create a leaner, more effective operation
• bring the team together around shared values and culture
• operate effectively in a fast-paced environment
• demonstrate the ambition and capability to grow into a broader leadership role and COO position in a short period of time

The brief therefore required someone who was both operationally hands-on and strategically capable.

The Additional Complexity

There were also some practical market challenges.

The geographical location reduced the available candidate pool, particularly because the role required five days a week in the office and several relevant talent markets were within commuting distance of London.

The salary package was also not among the most competitive in the market given the development for the role.

This meant the search could not rely on advertising or a broad volume approach. It required targeted identification of individuals who genuinely matched the opportunity, culture and longer-term potential of the role.

The hiring manager also had a clear behavioural profile in mind: pragmatic, energetic, resilient, ambitious and commercially grounded.

Our Approach

John Montgomery used his existing Insurance and Claims network to identify senior leaders with the operational, commercial and behavioural characteristics required.

The search included established talent pools of high-potential and top-performing leaders, referrals and recommendations from John’s network, direct market mapping and targeted LinkedIn research.

Because of his knowledge of the market, John was also able to speak directly with the Head of Claims at an organisation the client regarded highly, helping to refine the behavioural and cultural profile required.

An extended shortlist was provided after just 14 days to give the hiring manager confidence that the search was progressing in the right direction.

Five candidates were initially presented anonymously, with information covering employment history, relevant experience, qualifications, behavioural traits and geographical location.

Following a detailed review between the Hiring Manager, Head of Recruitment and Douglas Jackson, three candidates were selected to progress.

John then met the candidates face to face to explore skills, leadership style and behaviour in greater depth before disclosing the client and discussing the opportunity in full.

The Outcome

All three shortlisted candidates were considered close matches and progressed into the client interview process.

Douglas Jackson managed feedback across both client and candidate sides throughout the process, protecting confidentiality while maintaining momentum.

A final decision was made within 24 hours of the final interview.

Following commercial discussions with HR, an offer was made and accepted.

More than six months into the appointment, the successful candidate had already made a significant impact, stepping up into a broader level of responsibility and developing and driving a new claims strategy.

What This Demonstrates

• Head of Claims recruitment
• Motor Insurance leadership
• Confidential executive search
• Claims operations
• Operational transformation
• Commercial and P&L leadership
• Succession planning
• Future COO potential
• Behavioural and cultural assessment
• Targeted market mapping
• Candidate engagement in a difficult geography
• Senior leadership hiring during organisational change

Why It Matters

Claims leadership is increasingly about more than technical claims expertise.

The strongest leaders are expected to manage operational performance, customer outcomes, cost, compliance, process improvement and client relationships while also creating the conditions for teams to perform.

In businesses undergoing change, the brief can be broader still.

Organisations are often looking for leaders who can solve today’s operational problems while demonstrating the potential to take on wider enterprise responsibility in the future.

That is what makes succession thinking so important in senior appointments.

Hiring a Claims Director, Head of Claims or future COO?

Douglas Jackson works with Insurance and Financial Services organisations to appoint senior leaders across Claims, Operations, Customer, Transformation and wider Executive leadership.

We help organisations identify people who can deliver operational performance today while building the capability to take on broader responsibility tomorrow.

Talk to us about your next senior leadership appointment →

Relevant Links:

Financial Services Executive Search
Retained Executive Search
COO / Operations Leadership Recruitment