Operations Manager
Application Deadline: 3 June 2025
Department: Claims Management
Employment Type: Permanent - Full Time
Location: Glasgow
Description
Operations Manager
Location: Glasgow/hybrid
Hours: 35 hours per week
This role is hybrid, involving a Glasgow-based team, with travel to Glasgow required. The team is spread across London, Birmingham, Stoke, Preston, and Glasgow.
We are recruiting an Operations Manager to lead our claims operations. You will shape your area of the operation, develop new processes and strategies, and drive improvements in our Casualty (including Disease) Claims operation.
Key Responsibilities
* Manage daily operations of technical claim handling teams in Casualty, longtail and shorttail Disease, and Motor claims.
* Use MI data to identify trends, such as claim lifecycle extensions, complaints, and process issues, and implement corrective actions.
* Monitor team performance against SLAs, KPIs, and business objectives.
* Own remedial action plans from audits, surveys, and root cause analyses, ensuring complaints are recorded and acted upon.
* Ensure work is evenly distributed across teams and manage work reallocation as needed.
* Manage budgets, ensuring revenue and costs meet targets.
* Lead change initiatives related to systems, processes, and client improvement plans.
* Monitor team performance against client SLAs and internal KPIs.
* Promote proactive claims handling to minimize lifecycle durations.
* Ensure data integrity within systems.
Skills, Knowledge & Expertise
* Minimum 5 years of insurance claims leadership or management experience.
* Experience in organizational change management.
* Proficiency in managing Management Information.
* Ability to work effectively in a fast-paced, changing environment.
* Understanding of regulatory issues (FSA, Data Protection, TCF, Consumer Duty).
* Technologically confident, with good knowledge of Microsoft Office, especially Excel.
* Strong presentation and influencing skills.
* Resilience and risk management capabilities.
* Experience working with senior management, legal professionals, insurers, brokers, and clients.
* Excellent organizational skills and multitasking ability.
* Self-motivated with the ability to motivate others.
Job Benefits
Career & Purpose
* Davies Innovation Lab
* Leadership training programs
* Funding for professional qualifications
* Learning opportunities through Thrive at Davies
Environmental & Social
* The Davies Foundation
* Local charity funding
* Pennies To Heaven
* Employee Resource Groups
* Employee volunteering programs
Financial Health
* Pension scheme with 5% employee and 5% employer contributions
* Discounts via My Choices at Davies
* 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 centre with various support programs
* Discounts with UK retailers
* 24/7 confidential helpline (EAP)
* Holiday entitlement: 25 days, increasing to 26 after 5 years, 27 after 10 years
* Flexible working arrangements
* Dress for your day policy
* Inclusive employment policies (menopause, fostering, fertility, sabbaticals, baby loss)
* Flexible benefits (holiday purchase, health cash plans, BUPA dental)
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