Claims Operations Manager

Overview

As Claims Operations Manager, you will lead the Accidental Damage operation across multiple sites and with outsourced partners. You will drive high performance, ensure fair customer outcomes and robust compliance, and use data to push ongoing improvements. You’ll work with internal and external stakeholders to hit ambitious targets and establish the operation as a market-leading claims function. This role combines leadership, process design, and strategic thinking in a fast-paced, customer-focused environment.

Pay / Benefits

• Flexible hybrid working
• Competitive performance bonus
• Private medical insurance ( PMI )
• Life assurance and income protection
• Matched pension contributions
• 27 days annual leave + bank holidays

Responsibilities

• Oversee the Accidental Damage claims operation across multiple locations, including office and outsourced teams
• Coach and develop the team to achieve high engagement and performance against operational, customer, and leakage targets
• Ensure effective claims decisions and reserve management within policy
• Own quality, regulatory compliance, and process effectiveness; embed new/improved processes
• Use data and insights to drive performance, perform root cause analysis, and keep stakeholders informed
• Drive continuous improvement and manage outsourced partners against contractual requirements

Key requirements

• Strong operational leadership in a regulated contact centre environment
• Proven track record of leading high-performance teams with performance management
• Experience in operational design and delivery of contact processes
• Strategic thinker with ability to set a vision for competitive advantage
• Experience working with outsourced partners is advantageous

• Leadership and coaching
• Stakeholder management
• Analytical mindset and data-driven decision making
• Regulated contact centre operations
• Claims processing and decision making
• Process design, execution, and measurement

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