Operations Manager - Claims
Bristol (Hybrid - minimum 2 days onsite)
Permanent | 35 hours per week
Salary | £50,000 - £60,000 + bonus
Most claims roles talk about process.
This one is about improving it.
We’re partnering with a fast growing, modern insurance business that’s built its reputation on doing claims differently - faster, fairer, and with far more transparency than most.
No legacy drag. No “that’s how it’s always been done.”
Just a clear focus on high-quality outcomes, strong customer experience, and real ownership.
They now need someone to step in and raise the bar operationally.
We’re hiring a Claims Operations Manager to take full ownership of the function - leading delivery, improving performance, and building a high-performing team.
This role sits at the centre of the operation.
You’ll own the day-to-day, but more importantly, you’ll step back, spot what’s not working, and fix it properly.
What you’ll be doing:
Leading the team
* Manage, coach, and develop a team of Claims Handlers (5 in the team currently)
* Set clear expectations aligned to SLAs, quality, and customer outcomes
* Run 1:1s, performance reviews, and ongoing coaching
* Identify training needs and upskill the team
* Build a culture of accountability, ownership, and strong customer focus
Owning operational delivery
* Take ownership of claims SLAs - turnaround, backlog, resolution quality
* Track performance across daily, weekly, and monthly KPIs
* Manage workload distribution to ensure efficiency and fairness
* Act as escalation point for complex, high-value, or sensitive claims and complaints
* Identify risks early and take corrective action
Improving how things run
* Review claims processes to identify inefficiencies and bottlenecks
* Lead process improvements to enhance speed, quality, and customer experience
* Drive consistent ways of working across the team
* Support implementation of new systems, tools, and operational changes
* Use frontline feedback to continuously improve operations
Quality, risk & compliance
* Ensure all activity meets internal policies, regulatory requirements, and best practice
* Oversee QA outputs and address recurring issues
* Support complaint handling and root cause analysis
* Maintain strong audit trails and control standards
Stakeholder & reporting
* Work closely with senior leadership on performance, capacity, and risks
* Collaborate with internal teams (underwriting, partnerships, technical delivery)
* Produce MI on SLAs, productivity, and improvement activity
* Represent the team in operational forums and change initiatives
What you’ll bring:
* Strong leadership experience within Insurance environment
* Proven ability to improve processes, performance, and team output
* Experience managing SLAs, KPIs, and operational delivery
* Confident decision-maker - able to balance speed, quality, and customer outcomes
* Strong communication skills - able to influence and coach
* Analytical mindset with attention to detail
* Comfortable working with claims systems, MI, and Microsoft Office
Experience required:
* Proven experience in the insurance sector, ideally within claims or a regulated operations environment
* Previous experience leading or supervising teams
* Track record of improving operational performance and service delivery
* Insurance or financial services background preferred
Why this role:
* Real ownership of an operational function
* Opportunity to shape and improve how the team works
* Direct impact on customer outcomes and business performance
* Clear progression as the function grows
If interested, please click \"APPLY\" or get in contact directly\"