Victoria Smith
Chatham,Kent
Summary
Dynamic professional with expertise in leadership and relationship management, team building, and performance optimisation. Demonstrates a strong ability to drive operational excellence, implement change management strategies, and foster people development through coaching and mentoring. Skilled in emotional intelligence and resilience, with a solid foundation in business acumen to support organisational growth and success. Committed to leveraging these competencies to achieve impactful results while cultivating high-performing teams.
Overview
2026
2026
years of professional experience
Work history
Head of Claims, UKISA
Chubb
London
2025.04 - Current
- Led UKISA Claims Leadership team to deliver market-leading claims service.
- Delivered UKISA technical strategy effectively and efficiently.
- Established relationships with UKISA President and CGM President regarding claims issues.
- Expanded broker relationships with lead and strategic brokers.
- Identified and developed talent through succession planning in technical and operational areas.
- Collaborated with Governance and Conduct teams to ensure compliance with regulatory requirements.
- Supported business units with updates on legal developments impacting underwriting strategies.
- Partnered with the business to enhance performance against established targets.
Aviation, Marine, Energy & Tech Claims Manager
Chubb
London
2023.07 - 2025.04
- Directed Marine and Aviation claims team, advising Energy and Technical Lines Claims Manager.
- Reviewed team structure, talent, and processes for optimisation.
- Enhanced performance and development plans to strengthen skills and ensure succession.
- Implemented strategies to improve team performance, processes, and overall effectiveness.
- Fostered a collaborative team environment across multiple locations.
Financial Lines Claims Manager
Chubb
London
2016.01 - 2023.07
- Achieved operational, regulatory, and strategic objectives through effective team management.
- Established strong relationships with key broker partners to enhance collaboration.
- Collaborated with internal stakeholders to improve portfolio management insights.
- Identified and nurtured talent to meet future workforce requirements.
- Provided technical guidance to teams, brokers, and underwriters for optimal performance.
- Ensured compliance with ethical standards and maintained high service quality.
- Represented Chubb at meetings, delegating responsibilities to appropriate team members.
- Optimised resource management by implementing innovative working methods.
Third Party Claims Manager
Chubb
London
2011.04 - 2016.01
- Created and led the Third Party Claims Team.
- Understand opportunities to bring the two high performing teams into one, identify areas to cross-train to ensure we had an agile team that could respond to developing claims activity.
- Identify, recruit & develop talent for future succession.
- Work closely with underwriting & actuarial teams to ensure that they had relevant information to make strategic decisions regarding performance of our portfolios.
- Develop and build relationships with key broker partners including the Cornerstone brokers who were key to building a more balanced distribution network.
- Ensure the team understood and complied with the regulatory framework and controls.
- Review, amend & implement a revised best practice guidance documents to ensure that these were relevant to provide the best customer service, whilst meeting our regulatory obligations.
- Build a legal and adjusting panel to meet the needs of the portfolio.
- Work closely with the First Party Claims Manager & "Smart" team manager to ensure that we provided a consistent approach to our internal and external stakeholders.
Senior Claims Adjuster
Chubb
London
Education
EIA Foundation Level - Coaching
EMCC Global Accrediation
United Kingdom 2024.09 -
Chartered Insurer - Insurance
Chartered Insurance Institute
United Kingdom 2004.04 -
GCSEs - 9 including Mathematics, English and Commerce (Business)
Various
United Kingdom 1990.06 -
Skills
- Leadership and relationship management
- Team building and performance
- People development and coaching
- Operational excellence execution
- Change management
- Business acumen
- Emotional intelligence and resilience
Timeline
Head of Claims, UKISA
Chubb
2025.04 - Current
EIA Foundation Level - Coaching
EMCC Global Accrediation
2024.09 -
Aviation, Marine, Energy & Tech Claims Manager
Chubb
2023.07 - 2025.04
Financial Lines Claims Manager
Chubb
2016.01 - 2023.07
Third Party Claims Manager
Chubb
2011.04 - 2016.01
Chartered Insurer - Insurance
Chartered Insurance Institute
2004.04 -
GCSEs - 9 including Mathematics, English and Commerce (Business)
Various
1990.06 -
Senior Claims Adjuster
Chubb