Claims Operations Manager

Hastings Direct; Leicester; Hybrid; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Flexible hybrid working

Annual bonus

Private medical Insurance

Life cover (4x salary)

Income protection

Pension contributions 10%

Mental wellbeing support

27 days annual leave

Job summary

Hastings Direct in the UK is seeking a Claims Operations Manager (Contact Centre Leader) to oversee the Accidental Damage operation across multiple sites and our outsourced partners, delivering ambitious targets in a market-leading claims operation.

You will coach and align teams, manage performance, and ensure first contact resolution, policy-compliant decisions and effective reserve management, while using data to drive improvements and engage stakeholders.

Qualifications

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

Responsibilities

• Oversee the Accidental Damage operation across multiple locations, including office-based and outsourced teams.
• Lead, coach and inspire teams, drive engagement, accountability and performance.
• Deliver excellent customer and claims outcomes, championing first contact resolution, and effective reserve management.
• Own quality, regulatory compliance and process improvements across the operation.
• Use data and insight to drive performance improvements and communicate risks to stakeholders.
• Drive continuous improvement and manage outsourced partners against contractual requirements.

Skills

Operational Leadership

Claims Experience

High-Performance Teams

Outsourced Partners

Regulated Environment

Job description

Job Title: Claims Operations Manager Location: Leicester or Bexhill

Welcome to Hastings Direct We’re a digital insurance provider with ambitious plans to become The Best and Biggest in the UK market. We’ve made huge investments in our data and tech capabilities over the past few years, along with nurturing our 4Cs culture. We’re proud of the journey we’re on as a company and know that our continued success will rely on the contribution of our talented colleagues. We provide insurance for over four million customers, but we know there’s even bigger opportunity out there. The fact you’re now reading this job advert means we’ve tempted you to find out more about #lifeatHD – we really hope you like what you see, and you’ll join us to share in the success of the exciting chapter that lies ahead. We understand some people may not apply for jobs unless they feel they tick every box. If you’re excited about joining us and think you have some of what we’re looking for, even if you’re not 100% sure we would love to hear from you.

Role Overview

As our Claims Operations Manager (known internally as a ‘Contact Centre Leader’), you’ll oversee the Accidental Damage operation in the UK and with our outsourced partners. You’ll work closely with both internal and external stakeholders to deliver ambitious targets and lead the department in becoming a market leading repair and total loss claims operation.

Job details – you’ll need to have demonstrable experience in:

• Leading the Accidental Damage claims operation across multiple locations, including office-based and outsourced teams, ensuring consistent and effective operational delivery
• Leading, coaching and inspiring operational colleagues, driving engagement, accountability and high performance against agreed operational, customer and leakage targets
• Delivering excellent customer and claims outcomes, championing first contact resolution and ensuring claims decisions, including reserve management, are made effectively and within agreed policy
• Owning quality, regulatory compliance and process effectiveness, ensuring documented requirements are consistently met, and new or improved processes are successful embedded across the operation
• Using data and insight to drive performance improvement, identifying opportunities, undertaking root cause analysis and keeping key stakeholders informed of performance, risks and required actions
• Driving continuous improvement across the operation, supporting systems and process change, managing outsourced partners against contractual requirements, and collaborating across the business to deliver customer service and indemnity objectives

Essential skills/experience

Strong operational leadership in a regulated contact centre environment (insurance, financial services, utilities), with claims experience being beneficial Proven track record of leading high-performance teams including performance management Experience within operational design and delivery – including the evaluation, design, execution and measurement of key contact processes Strategic thinker – able to demonstrate how to set a vision to gain and maintain competitive advantage, and deliver this within a fast-paced environment Experience of working with outsourced partners highly advantageous

Interview Process

Recruiter intro/screening call 1st stage interview with hiring leader 2nd interview with hiring leader and a wider peer

As a Disability Confident employer, we’re committed to ensuring our recruitment processes are fully inclusive – what this means to you is if you’re applying for a job with us, you’ll have fair access to support and adjustments throughout your recruitment journey. We also welcome applications through the Disability Confident Scheme (DCS). For more information on the DCS, please visit our inclusive business page on our careers website. Regrettably we are unable to offer sponsorship for this role.

Benefits

• Flexible working – we champion a flexible hybrid working approach – please speak to your recruiter to discuss in more detail
• Competitive bonus scheme - all colleagues are eligible for our annual 4Cs performance bonus
• Physical wellbeing – as a Band 4 colleague, Hastings pay for you to receive private medical Insurance (also known as PMI). This gives you flexibility and convenience to see a specialist or consultant and allows you to decide when and where you will be seen
• Financial wellbeing – as well as providing you with 4x your salary with our life assurance cover, income protection at no extra cost, and matched pension contributions up to 10%, we are proud to provide you with an award-winning package which includes – discounts, cashback, free independent mortgage advice and free access to financial wellbeing support
• Mental wellbeing programme – we have the thrive mental health app, our colleague assistance programme available 24/7, our own in-house mental health first aiders, support groups and a dedicated team to make sure we are covering your needs
• 27 days annual leave + bank holidays, with the option to buy or sell one of your weeks, access to our health care cash back plans, dental plans, discounted health assessments, Cycle to work and tech schemes, discounted and free onsite facilities, social events throughout the year and much more...

Join us and you’ll find a different way of doing things. We call it the 4Cs. We focus on getting it right for our colleagues, customers, company and community. As one of our colleagues, you’ll be helping to drive our growth, so in return, we’ll give you all the support, training and development you need.

Our 4Cs principles are simple: we believe by creating the right culture for our colleagues and giving them the right tools to do their job, we’ll deliver good outcomes for every customer, helping us to grow the company profitably and sustainably and allowing us to invest in the communities we serve.

Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. Please also note that we have a thorough referencing process, which includes credit and criminal record checks. At Hastings Direct, we’re committed to creating an inclusive environment where everyone has the opportunity to succeed. If you require any reasonable adjustments during the recruitment process, we encourage you to be open with us. Our recruitment team is here to provide the support you need to ensure a fair and accessible experience for all.

Hastings Direct is a fast growing, agile, digitally focused general insurance provider of products and services to over 4 million customers in the UK, employing over 4,600 colleagues. Our vision – to be the best and biggest digital insurance provider in the market. It's our attitude and the way we run our business that makes us different. We focus on getting it right for our colleagues, customers, company and community. It's a dynamic, flexible, fun and constantly changing environment. You'll enjoy the scope to make a real difference for our customers, influence our company, benefit the communities we work in and have fun along the way.