Sarah-Jayne Rottier-Montgomery

Responsible for leading and developing multi‑disciplinary technical claims teams across Casualty, Disease (long‑tail and short‑tail) and Motor. Accountable for operational performance, process improvement, data integrity and delivery of client service excellence while driving efficiency, compliance and continuous improvement

Operational Responsibilities
• Day‑to‑day leadership of technical claims teams, ensuring consistent delivery of high‑quality claims handling across multiple lines of business
• Used MI to identify trends in lifecycle, complaints and process issues, implementing corrective action plans to improve performance and reduce claim duration
• Monitored Team Leader and team performance against SLAs, KPIs and operational objectives, driving accountability and continuous improvement
• Owned and delivered remedial action plans arising from audits, business improvement programmes and customer feedback, acting as escalation point for complex complaints
• Ensured effective workload distribution and implemented reallocation strategies to optimise WIP management and maintain service levels
• Managed departmental budgets, contributing to revenue targets and controlling operational costs
• Led operational change initiatives across systems, processes and client‑driven improvement plans
• Ensured data integrity across all systems, maintaining accuracy for reporting, compliance and decision‑making
• Drove proactive claims handling behaviours to minimise lifecycle and enhance operational efficiency
• Built strong working relationships with senior management, insurers, brokers, legal professionals and internal stakeholders

• Secured a significant investment to develop IT/AI solutions

Leadership & People Development
• Provided coaching, mentoring and performance management to Team Leaders and claims professionals, supporting development and progression
• Identified training needs and implemented development plans aligned to individual capability and career aspirations
• Ensured compliance with HR processes including appraisals, performance management, discipline and grievances
• Fostered a high‑performance culture built on trust, collaboration, accountability and continuous improvement

Technical & Compliance
• Ensured teams remained up to date with regulatory requirements including FCA, Data Protection, TCF and Consumer Duty
• Oversaw adherence to internal policies, client requirements and quality standards through regular audits and feedback loops
• Promoted consistent, proactive and compliant claims handling practices across all teams

Led, mentored and developed a team of fee earners, ensuring consistently high standards of technical quality for multiple insurer clients. Provided structured coaching, objective feedback and tailored development plans to support progression, authority increases and enhanced file‑handling capability. Set and monitored team and individual performance targets, ensuring SLAs, KPIs and panel expectations were consistently exceeded.

Operational Responsibilities
• Managed file spend to maximise profitability and secure commercially advantageous settlements for insurer clients
• Oversaw client account balances, aged WIP and billing queries, reducing time write‑offs and improving financial performance
• Ensured internal and client SLAs, KPIs and benchmarks were consistently achieved or exceeded
• Supported the Business Unit Director/Operations Manager with forecasting based on work type, pipeline and headcount
• Identified training needs and career aspirations, implementing Personal Development Plans to support progression
• Built strong relationships with internal stakeholders and lead lawyers, seeking feedback to enhance service delivery
• Led regular team meetings, communicating updates from senior leadership and client account managers
• Produced and analysed MI reports for clients, providing insight and recommendations
• Ensured full compliance with HR processes including appraisals, performance management, discipline and grievances
• Conducted regular audits to maintain and improve quality standards across the team
• Fostered a positive, collaborative team culture built on trust, openness and high morale
• Recognised and celebrated team achievements to reinforce engagement and performance

Technical Responsibilities
• Ensured the team remained up to date with key case law developments and Civil Procedure Rule changes
• Managed a personal caseload of high‑value Complex Injury matters exceeding £1,000,000
• Drafted Points of Dispute, Statements of Costs, Replies, Costs Budgets and Budget Discussion Reports
• Compared Bills of Costs to approved budgets and instructed Counsel for assessments and hearings
• Ensured compliance with internal policies, client requirements and quality standards
• Conducted technical audits to maintain exceptional work quality and drive continuous improvement
• Ensured files were progressed efficiently, proactively and in line with best practice

Worked as a Costs Budgeter/Payables Fee Earner handling multi‑track Motor and Casualty costs claims in excess of £500,000. Provided detailed analysis, negotiation and strategic advice to insurer clients, consistently exceeding performance and financial targets. Built and maintained strong client relationships, ensuring expectations were understood and managed.

Oversaw allocation of files and scheduled court dates, ensuring accurate diary management. Coordinated with courts, counsel, and insurers to support case advancement and maintain timelines. Developed and drafted essential court documents to uphold procedural integrity and efficiency.