Claims Operations Manager - Home

Hastings Group; Leicester; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading insurance provider in Leicester is seeking an experienced manager for their Home Claims department. You will lead a team responsible for delivering top-notch customer service in claims handling, ensure compliance with industry standards, and drive operational improvements. This role requires strong operational leadership and a passion for customer outcomes. A competitive salary and a comprehensive benefits package are included, along with flexible working arrangements.

Benefits

£5k car allowance

Annual performance bonus

Private medical insurance

Life assurance (4x salary)

Income protection

Matched pension contributions up to 10%

27 days annual leave + bank holidays

Qualifications

• Extensive expertise in Home Claims with control over indemnity spend.
• Proven experience leading customer-focused operational teams.
• Strong ability to interpret data for decision-making.

Responsibilities

• Lead and motivate the Home Claims Team across multiple sites.
• Ensure delivery of high standards in claims handling and compliance.
• Utilize data insights for performance improvement.

Skills

Operational leadership

Data interpretation

Customer focus

Job description

Overview

Reporting into our Head of Home Claims Operations, you'll be leading a high-performing team of Leaders and Handlers across the UK that deliver outstanding customer service, quality claims handling and excellent financial outcomes. You'll have the overall responsibility for managing property claims, driving operational excellence across internal teams and outsourced partners and shaping a department that consistently delivers fair, fast and accurate customer and financial outcomes. With deep technical knowledge and a passion for customer outcomes, you'll inspire your teams to go beyond expectations and help us build a best-in-market Home Claims function.

Responsibilities

• Leading and motivating Home Claims Team Leaders and their Claims Handlers across multiple sites to deliver fair and transparent outcomes for customers, championing a first-contact resolution mindset (ensuring customers feel heard, supported and confident in their claims journey) and embedding a culture that prioritises empathy, clear communication and doing the right thing by the customer every time
• Delivering consistently high standards of technical accuracy, reserving and indemnity control across all claims
• Owning the execution and embedment of new processes and operational improvements, ensuring regulatory compliance and quality assurance standards are not only met, but exceeded
• Utilising data insights to identify trends, opportunities and areas for performance improvement, turning insight into action and supporting wider business change, including systems improvements, digital journey enhancements and operational design projects
• Leading the development of our operations, ensuring our supplier partners are aligned and delivering against expectations and that we are all achieving operational KPI's while delivering against leakage and quality targets and improving settlement efficiency
• Inspiring, coaching and developing teams to deliver consistently strong performance (with a focus on the customer and quality) and building an engaged culture, promoting open communication and ensuring each colleague understands how they contribute to the bigger picture
• Extensive technical expertise in Home Claims (personal lines) with a strong commercial understanding of the area and a track record of controlling home claims indemnity spend
• Proven experience of being a strong operational leader — someone who has led high performing, customer focused operational teams and has been involved in the implementation of process change and performance improvement
• Strong ability in interpreting data and MI to drive decision-making
• Experience of managing outsourced relationships and aligning them to business objectives
• Ability to handle and control surge/unusual events whilst motivating others to go above and beyond to bring the business back to usual

Qualifications

• Extensive technical expertise in Home Claims (personal lines) with a strong commercial understanding of the area and a track record of controlling home claims indemnity spend
• Proven experience of being a strong operational leader with experience in leading high performing, customer focused operational teams and implementing process change and performance improvement
• Strong ability in interpreting data and MI to drive decision-making
• Experience of managing outsourced relationships and aligning them to business objectives

Benefits

We offer a competitive salary and benefits package, including a £5k car allowance. Flexible working - we champion a flexible hybrid working approach. Competitive bonus scheme - all colleagues are eligible for our annual performance bonus. Physical wellbeing - private medical insurance for Band 4 colleagues. Financial wellbeing - life assurance (4x salary), income protection, matched pension contributions up to 10%, and access to financial wellbeing support. Mental wellbeing program, including Thrive app and colleague assistance program. 27 days annual leave + bank holidays with the option to buy or sell a week. Discounts, cashback, dental plans, Cycle to work, health assessments, and more.

Hastings Group is an equal opportunities employer and we welcome applications from all suitably skilled persons. We are committed to creating an inclusive environment and provide reasonable adjustments during the recruitment process. Job posting end date information, if applicable, will be communicated separately.