Job Title: Operations Delivery Manager – Home Claims
Location: Leicester or Bexhill (hybrid)
Role Overview
Our Home Claims team has gone through exponential growth over the past few years and this growth is continuing. In this role, you’ll be leading high impact, high value change projects into and alongside a busy Home Claims operation. We want someone who has experience of, and is passionate about, delivering people‑centred change.
Key Responsibilities
* Take on a portfolio of change projects that support Home Claims, translating great ideas into credible plans that benefit customers, colleagues and the company, and coordinating change across several areas including IT systems, processes and customer communications.
* Work creatively to solve challenges in partnership with frontline colleagues, specialists in Home Claims and the wider Claims/Hastings team, building an enviable group of stakeholders to draw on for each change.
* Champion a whole systems thinking approach that ensures each change considers processes across the whole customer journey so that change is implemented well, with lasting results and ensuring all processes within each change are documented and controls are in place.
* Define robust plans to implement each change, ensuring each project has clear outcomes, clear timelines and can be embedded within Home Claims while it manages the day‑to‑day claims operation and manages the budget for each project, ensuring business cases are robust and the change is delivered on time and within the agreed spend.
* Coaching, mentoring and motivating our Operations Delivery Executives and championing the highest standards, acting as an internal ‘quality check’ for all projects and change.
* Support the Head of Home Claims and make sure all change happens seamlessly, brilliantly and in partnership with the Home Claims Operations Team.
Required Experience & Skills
* Proven track record of delivering multiple operational projects successfully, including changes across busy operational areas across a matrix organisation, incorporating IT and general processes.
* A real passion for making things better for frontline colleagues and customers and the ability to get things done by getting ‘stuck in’ and supporting the resolution of problems with the team.
* Proven problem solver – able to demonstrate how to tackle challenges head on.
* Strong knowledge of Operational and Risk Management principles and practices.
* Experience of working in a regulatory environment at this level – knowledge of Insurance/Home Claims is advantageous.
Interview Process
1. Recruiter screening call
2. 1st stage interview with Hiring Leader (Teams)
3. 2nd interview with another senior leader in Home Claims
Benefits
* Competitive salary and £5k car allowance.
* Flexible working – hybrid approach.
* Competitive bonus scheme – annual 4Cs performance bonus.
* Physical wellbeing – private medical insurance (PMI).
* Financial wellbeing – life assurance cover, income protection at no extra cost, matched pension contributions up to 10%, discounts, cashback, free independent mortgage advice and access to financial wellbeing support.
* Mental wellbeing programme – thrive mental health app, colleague assistance programme, in‑house mental health first aiders, support groups and dedicated team.
* 27 days annual leave + bank holidays, option to buy or sell one of your weeks.
* Access to health‑care cash‑back plans, dental plans, discounted health assessments, Cycle to Work and tech schemes, discounted and free onsite facilities, social events throughout the year.
EEO Statement
Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion or belief, sexual orientation, gender reassignment or marital/family status. Please also note that we have a thorough referencing process, which includes credit and criminal record checks. If you require any reasonable adjustments during the recruitment process, we encourage you to be open with us. We are committed to creating an inclusive environment where everyone has the opportunity to succeed. Regrettably we are unable to offer sponsorship for this role.
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