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Operations Manager
Application Deadline: 3 June 2025
Department: Claims Management
Employment Type: Permanent - Full Time
Location: Stoke
Description
Operations Manager - Glasgow/hybrid
35 hours per week. We are recruiting for an Operations Manager who will lead our claims operations, develop new processes and strategies, and drive improvements across our Casualty (including Disease) Claims operation.
Key Responsibilities
* Manage daily operations of technical claim handling teams in Casualty, Disease, and Motor claims.
* Use MI data to identify trends and implement corrective actions to enhance performance.
* Monitor team performance against SLAs, KPIs, and business objectives.
* Own remedial action plans from audits and customer feedback, ensuring proper handling of complaints and escalation processes.
* Distribute work evenly across teams, managing Work in Progress efficiently.
* Manage budgets and work towards revenue and cost targets.
* Lead change initiatives related to systems, processes, and client improvement plans.
* Ensure data accuracy within systems at all times.
Skills, Knowledge & Expertise
* Minimum 5 years of insurance claim experience in a leadership role.
* Experience in managing organizational change and MI data.
* Ability to work in a fast-paced, changing environment.
* Knowledge of regulatory issues (FSA, Data Protection, TCF, Consumer Duty).
* Proficiency with Microsoft Office, especially Excel.
* Effective presentation and influencing skills.
* Resilience and risk management capabilities.
* Experience working with senior management, claims/legal professionals, and clients.
* Strong organizational skills and multitasking ability.
* Self-motivated with leadership qualities to motivate others.
Job Benefits
Career & Purpose
* Davies Innovation Lab
* Leadership training and professional qualification funding
* Learning opportunities at Davies
Environmental & Social
* The Davies Foundation
* Local charity funding, Pennies To Heaven
* Employee Resource Groups and volunteering programs
Financial Health
* Pension scheme (5% employee & employer contributions)
* Discount programs and financial wellbeing resources
* Life assurance (x4 salary)
* Refer a Friend, Cycle to Work, Lease Car Scheme, Incentive Plan
* Enhanced maternity, paternity, and adoption pay
Mental, Physical & Emotional Wellbeing
* Wellbeing centre, discounts, EAP helpline
* Holiday entitlement (25 days, increasing to 26/27)
* Flexible hybrid working options
* Dress for your day, inclusive employment policies
* Additional flexible benefits including holiday purchase, health cash plan, BUPA dental
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