TOM (Target Operating Model) Lead

Target Operating Model (TOM) Lead - Claims Transformation | Insurance | Hybrid | London

A leading specialty insurer is embarking on a major claims transformation programme & is seeking an experienced TOM Lead to shape & drive the future operating model for a complex, multi?entity environment. This role sits at the heart of strategy, operations, & technology, ideal for someone who thrives in complex design landscapes & enjoys turning vision into practical, adoptable solutions.

As the TOM Lead, you will take ownership of defining & evolving the end state claims operating model across process, data, organisation, control, & technology layers. You'll ensure that strategic design intent is preserved through delivery, bridging the gap between conceptual direction & actionable build artefacts.

You will guide cross?functional teams, influence senior stakeholders, & act as the lead for design consistency as the organisation transitions to a modernised claims platform & way of working.

*This role will require extensive Insurance experience & specifically Claims knowledge - only candidates with this background will be considered.

**The client require onsite presence for 3x per week - office is London based.

Key Responsibilities

Operating Model Development

• Shape & maintain the future?state claims operating model across multiple business units.
• Establish design principles & guardrails that drive consistency & scalability across the transformation.
• Identify shared vs. unique operational needs across entities & ensure deviations are assessed, agreed, & documented.

Turning Design into Delivery

• Convert strategic TOM concepts into detailed materials such as process flows, functional requirements, role definitions, performance measures, & operational standards.
• Partner with technology & delivery teams to ensure requirements are testable, traceable, & aligned to the operating model vision.
• Support backlog development & prioritisation through clear articulation of TOM?driven needs.

Design Governance & Decision Support

• Act as the steward of design integrity, ensuring decisions align with the long?term operating model & transformation goals.
• Prepare structured decision inputs for senior governance forums, ensuring trade?offs & impacts are clear.
• Promote a shared?first approach while ensuring any divergence is justified & value?led.

Operational Alignment & Readiness

• Work closely with operational leaders, claims SMEs, & process owners to validate designs & ensure scalability.
• Define operational success measures, controls, & KPIs aligned to the future?state environment.
• Feed operational impacts into readiness, change, & implementation plans.

Experience & Skills

Essential

• Strong background in Target Operating Model design or large?scale process transformation within financial services or other complex environments.
• Advanced skills in process modelling, business analysis, & requirements translation.
• Experience partnering closely with technology teams across configuration, integration, & solution design.
• Confident facilitator with excellent documentation, communication, & stakeholder?management skills.
• Ability to influence across diverse stakeholder groups & navigate multi?entity decision structures.

• Experience in insurance claims operations (any specialty line).
• Background working in regulated environments.
• Exposure to joint programmes or transformations spanning multiple organisations.

If you have the relevant experience & & skills, please send your profile for immediate review.