Claims Operations Leader - Multi-Location & Hybrid

Hastings Direct; Leicester Forest East; On-site; GBP 60,000 - 75,000; Full time

Benefits offered by this job

£5k car allowance

Flexible hybrid working

4Cs annual bonus

Private medical insurance

Job summary

Hastings Direct is seeking a Claims Operations Manager to lead the Accidental Damage claims operation in the UK across multiple sites and with outsourced partners. You will drive performance, quality and customer outcomes, coaching teams to achieve ambitious targets and ensure policy-compliant decisions.

You will work closely with internal and external stakeholders to deliver ongoing improvement, data-informed decisions and a market-leading claims operation.

Qualifications

• Experience leading in a regulated contact centre environment (insurance/financial services)
• Proven track record of managing high-performance teams
• Experience in designing and improving key contact processes
• Ability to set a vision and execute in a fast-paced environment
• Experience working with outsourced partners is advantageous

Responsibilities

• Oversee the Accidental Damage operation across multiple locations
• Lead, coach and inspire operational teams to high performance
• Ensure first contact resolution and effective reserve management
• Own quality, compliance and process improvements across the operation
• Utilise data to drive performance, identify root causes and actions
• Manage outsourced partners against contractual requirements

Skills

Operational leadership

Regulated environment

Stakeholder management

Data-driven decision making

Outsourced partner management

Job description

Hastings Direct is seeking a Claims Operations Manager to lead the Accidental Damage claims operation in the UK across multiple sites and with outsourced partners. You will drive performance, quality and customer outcomes, coaching teams to achieve ambitious targets and ensure policy-compliant decisions.

You will work closely with internal and external stakeholders to deliver ongoing improvement, data-informed decisions and a market-leading claims operation.