Operations Manager
Application Deadline: 3 June 2025
Department: Claims Management
Employment Type: Permanent - Full Time
Location: London UK
Description
We are recruiting for an Operations Manager position. In this role, you will lead our claims operations, shape your area of the operation, develop new processes and strategies, and drive improvements across our Casualty (including Disease) Claims operations.
Key Responsibilities
* Manage daily operations of technical claim handling teams in Casualty, longtail, shorttail Disease, and Motor claims.
* Use MI to identify claims trends, including lifecycle extensions, complaints, and process issues, and implement corrective actions.
* Monitor team performance against client service level agreements, KPIs, and business objectives.
* Own remedial action plans from audits, customer surveys, and root cause analyses, ensuring complaints are recorded and escalated appropriately.
* Distribute work evenly across teams and implement reallocation strategies for effective WIP management.
* Manage budgets, including revenue and costs, and construct team budgets.
* Lead change initiatives related to systems, processes, and client improvement plans.
* Ensure team performance aligns with client SLAs and internal KPIs.
* Promote proactive claims management to minimize lifecycle durations.
* Ensure data integrity within systems at all times.
Skills, Knowledge & Expertise
* Minimum 5 years of insurance claim experience in a leadership or managerial role.
* Experience in organizational change management.
* Proficiency in managing Management Information systems.
* Ability to work successfully in a fast-paced, changing environment.
* Understanding of regulatory issues (FSA, Data Protection, TCF, Consumer Duty, etc.).
* Strong technology skills, especially in Microsoft Office, with Excel analysis capabilities preferred.
* Effective presentation and influencing skills.
* Resilience and risk management abilities.
* Experience working with senior management, legal professionals, insurers, brokers, and clients.
* Excellent organizational skills and multitasking ability.
* Self-motivated with leadership qualities to motivate others.
Job Benefits
Career & Purpose
* Davies Innovation Lab
* Leadership training program
* Funding for professional qualifications
* Learning opportunities at Davies
Environmental & Social
* The Davies Foundation
* Local charity funding
* Pennies To Heaven
* Employee Resource Groups
* Volunteer programs
Financial Health
* Pension scheme with 5% employee and employer contributions
* My Choices benefits including discounts and financial wellbeing resources
* Life assurance (x4 salary)
* Refer a Friend scheme
* Cycle to Work Scheme
* Lease car salary sacrifice
* Davies Incentive Plan
* Enhanced maternity, paternity, and adoption pay
Mental, Physical & Emotional Wellbeing
* Wellbeing center with various support programs
* Retail discounts
* 24/7 confidential helpline (EAP)
* Holiday entitlement increases after 5 and 10 years
* Flexible hybrid working options
* Dress for your day policy
* Inclusive policies for menopause, fostering, fertility, sabbaticals, and baby loss
* Optional flexible benefits like holiday purchase and health plans
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