Chief Operating Officer

The City Recruiter; Manchester; On-site; GBP 80,000 - 120,000; Full time

Job summary

A leading claims management company seeks a dynamic Chief Operating Officer (COO) to drive operational leadership and strategic growth. The role involves overseeing business operations, managing stakeholder relationships, and leading a senior team to ensure performance against KPIs. The ideal candidate will have proven experience in operations leadership, particularly within the claims sector, and a strong focus on efficiency and performance.

Benefits

High-impact leadership role with strategic influence

Qualifications

• Proven experience in a senior operations leadership role, ideally in claims management.
• Strong experience managing offshore call centres and achieving operational targets.
• Exceptional leadership skills with experience managing cross-functional senior teams.

Responsibilities

• Oversee all aspects of business operations, ensuring delivery against KPIs and SLAs.
• Lead and develop the senior leadership team, driving a culture of accountability.
• Ensure adherence to all regulatory requirements and support compliance functions.

Skills

Leadership

Stakeholder Management

Data Analysis

Operational Management

Marketing Funnels

Compliance

Job description

Chief Operating Officer (COO)

Location: Office Based - Manchester

Industry: Claims Management

About Us

We are a fast-growing, innovative claims management company focused on delivering high-quality legal claims solutions. We work closely with law firms, funders, and marketing partners to ensure the efficient acquisition and management of cases. As we scale, we're looking for a dynamic and experienced COO to take operational leadership and drive strategic growth across the business.

Role Overview

As COO, you will take full responsibility for the day-to-day operational management of the business, reporting directly to the CEO. You will oversee all departments including call centre operations, compliance, training, finance, and acquisitions, ensuring delivery of performance KPIs and SLAs. You will also lead strategic collaboration with external partners, including funders, law firms, and marketing introducers, to ensure campaign success and client satisfaction.

Key Responsibilities

1. Operations Leadership

• Oversee all aspects of business operations, ensuring delivery against KPIs, SLAs, and funded case quotas.
• Manage and optimise offshore call centre performance to support acquisition and case conversion goals.
• Produce and deliver comprehensive board reports and operational updates to the CEO and executive team.

Campaign and Funding Strategy

• Work directly with funding partners to develop and execute strategies to meet campaign targets.
• Monitor funding pipelines, case delivery performance, and ensure funder satisfaction across operations.

Acquisition & Conversion Funnel Management

• Manage the full lifecycle from lead acquisition to payable case.
• Collaborate with marketing introducers and internal stakeholders to optimise the marketing funnel and maximise lead-to-case conversion.

Partner & Stakeholder Management

• Oversee relationships with panel law firms, ensuring effective case feeding and operational alignment.
• Act as the primary liaison with funders and other strategic partners to ensure seamless communication and delivery.

Team Leadership & Development

• Lead and develop the senior leadership team including the Training Manager, Compliance Manager, and Finance Manager.
• Drive a culture of accountability, performance, and continuous improvement across the business.

Compliance & Governance

• Ensure adherence to all regulatory requirements and internal policies.
• Support the compliance function in embedding risk management across operational processes.

Requirements

• Proven experience in a senior operations leadership role, desirably within the claims management sector.
• Demonstrated success in managing offshore call centres and hitting operational targets.
• Strong experience working with funders and law firm partners.
• Deep understanding of lead generation, marketing funnels, and conversion strategies.
• Commercial acumen with a strong focus on delivery, efficiency, and performance.
• Exceptional leadership skills with experience managing cross-functional senior teams.
• Excellent communication and stakeholder management abilities.
• Data-driven decision maker with strong analytical and reporting capabilities.

What We Offer

A high-impact leadership role with strategic influence.