Operations Delivery Manager – Home Claims

Overview

Join Hastings Direct as the Operations Delivery Manager for Home Claims. You will lead high-impact change programs that improve the customer journey and frontline experience, coordinating across IT, processes and communications. You’ll champion whole-systems thinking, design robust plans with clear outcomes and budgets, and embed changes within the day-to-day claims operation. You will coach the Operations Delivery Executives and partner with the Head of Home Claims to deliver seamless, high-quality improvements. This role helps shape a growing Home Claims function within a digitally-enabled insurer.

Pay / Benefits

• £5k car allowance
• flexible hybrid working
• annual performance bonus
• private medical insurance ( PMI)
• life assurance 4x salary
• matched pension contributions up to 10%

Responsibilities

• Manage a portfolio of change projects across Home Claims, translating ideas into credible plans that benefit customers, colleagues and the business
• Coordinate change across IT systems, processes and customer communications with multiple stakeholders
• Champion a whole-systems thinking approach to ensure changes consider the entire customer journey and have lasting results
• Define robust project plans with clear outcomes, timelines and embedding in Home Claims while managing budgets and ensuring spend stays within plan
• Coach, mentor and motivate Operations Delivery Executives and serve as an internal quality check for all projects
• Support the Head of Home Claims to ensure changes are delivered smoothly in partnership with the Operations team

Key requirements

• Proven track record delivering multiple operational projects in a matrix organisation with IT and process changes
• Passion for improving frontline colleague and customer experience and hands-on problem solving
• Proven problem solver with proactive approach to challenges
• Strong knowledge of Operational and Risk Management principles and practices
• Experience in regulatory environment; Insurance/Home Claims knowledge is advantageous

• Stakeholder engagement and relationship-building
• Collaborative and proactive mindset
• Coaching and mentoring
• Knowledge of IT systems and processes integration within change initiatives
• Change management and project planning
• Operational risk management practices

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