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Operations Manager
Application Deadline: 3 June 2025
Department: Claims Management
Employment Type: Permanent - Full Time
Location: Preston
Description
Operations Manager
Location: Glasgow/hybrid
Hours: 35 hours per week
We are recruiting for an Operations Manager. In this role, you will lead our claims operations, shaping your area, developing new processes and strategies, and driving improvements across our Casualty (including Disease) Claims operation.
Key Responsibilities
1. Manage daily operations of technical claim handling teams in Casualty, longtail and shorttail Disease, and Motor claims.
2. Use MI to identify claim trends, such as lifecycle extension, complaints, and process issues, and implement corrective actions.
3. Monitor team performance against SLAs, KPIs, and business objectives.
4. Own remedial action plans based on audits, surveys, and root cause analyses; act as escalation point for complaints.
5. Ensure work is evenly distributed across teams and manage work reallocation as needed.
6. Manage budgets, aiming for revenue and cost targets.
7. Lead change initiatives related to systems, processes, and client improvement plans.
8. Monitor team performance against client SLAs and KPIs.
9. Promote proactive claims management to minimize lifecycle.
10. Ensure data integrity within systems at all times.
Skills, Knowledge & Expertise
* Minimum 5 years’ insurance claim experience in leadership or management roles.
* Experience in organizational change management.
* Proficiency in Management Information systems.
* Ability to work effectively in a fast-paced, changing environment.
* Knowledge of regulatory issues (FSA, Data Protection, TCF, Consumer Duty, etc.).
* Strong technology skills, especially in Microsoft Office, with Excel analysis capabilities.
* Effective presentation and influencing skills.
* Resilience and risk management skills.
* Ability to collaborate with senior management, legal professionals, insurers, brokers, and clients.
* Excellent organizational skills and multitasking ability.
* Self-motivated with leadership qualities.
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
* Discounts and financial wellbeing resources via My Choices at Davies
* Life assurance (x4 salary)
* Refer a Friend program
* Cycle to Work Scheme
* Lease car salary sacrifice
* Incentive Plan
* Enhanced maternity, paternity, and adoption pay
Mental, Physical & Emotional Wellbeing
* Wellbeing centre with various support programs
* Discounts with UK retailers
* 24/7 confidential helpline (EAP)
* Holiday entitlement increases with service
* Flexible working options
* Dress for your day policy
* Inclusive employment policies (menopause, fostering, fertility, etc.)
* Flexible benefits including holiday purchase, health cash plans, BUPA dental
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