Claims Manager- Commercial Broker

IPS Group are working closely with a well-established and growing commercial insurance broker based in Birmingham to recruit an experienced Claims Manager to lead a high-performing Claims team. This is a key leadership role within the business, offering the opportunity to shape the delivery of claims services, drive operational excellence, and develop a talented team. The role has arisen due to an internal promotion of the existing Claims Manager creating the opportunity to join this well known name. You will be responsible for overseeing a team of approximately 12-15 Claims Handlers and Executives, providing leadership, direction, and support to ensure the highest standards of service delivery. This is primarily an internal, office-based leadership role, with a strong focus on team oversight, performance management, and operational improvement, although there may be limited involvement in handling claims where required. The team will handle a mixed bag of commercial claims, primarily EL/PL, property and motor, financial lines with some other claims as well. Although you won't have your own caseload you may be involved in some technical or sensitive claims so you will need to bring technical claims experience. Key Responsibilities

• Lead the day-to-day operations of the Claims team, ensuring service excellence and efficiency
• Provide first-line supervision, coaching, and mentoring to maximise team performance
• Support and implement operational strategies, policies, and procedures
• Identify process improvements and collaborate with senior stakeholders to enhance workflows
• Create a positive, inclusive, and high-performing team culture
• Conduct regular 1:1s, performance reviews, and skills assessments
• Monitor compliance with internal standards and regulatory requirements
• Produce performance reports and utilise data dashboards to drive decision-making
• Manage and resolve client complaints in line with regulatory standards
• Work closely with internal teams to improve overall client service delivery

To be considered you will need to bring a strong claims background combined with existing people management experience. This could be at supervisory or Team Leader level stepping up to Claims Manager or an existing Claims Manager looking for a fresh challenge. Your claims experience will ideally be within a broking environment. Hybrid working will be available generally being in the office 2 or 3 days per week.