Claims Operations Manager - Home

Hastings Direct; United Kingdom; Hybrid; GBP 60,000 - 90,000; Full time

Job summary

A leading insurance provider is seeking a Claims Operations Manager for its Leicester location. The role involves overseeing Home Claims operations and leading a team to provide excellent customer service. Candidates must have extensive expertise in Home Claims and proven leadership skills. The position offers a flexible hybrid working model and a comprehensive benefits package.

Benefits

Flexible working

Competitive bonus scheme

Private medical insurance

Financial wellbeing support

Mental wellbeing programme

27 days annual leave plus bank holidays

Qualifications

• Must have demonstrable experience in leading and motivating Home Claims teams.
• Proven experience in managing outsourced relationships and aligning them with business objectives.
• Ability to handle surge events while motivating teams.

Responsibilities

• Lead a high-performing team across the UK to deliver outstanding customer service.
• Drive operational excellence and manage property claims effectively.
• Utilize data insights to identify performance improvement opportunities.

Skills

Extensive technical expertise in Home Claims

Strong operational leadership

Data interpretation and decision-making

Job description

Job Title: Claims Operations Manager – Home Claims

Location: Leicester (Hybrid – one day a week in the office)

Role 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.

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

• Leading and motivating Home Claims Team Leaders and their Claims Handlers across multiple sites to delivery 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’re 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

Essential skills/experience

• 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

The interview process

Our interview process involves the below:

• Recruiter screening call
• 1st stage interview with hiring leader
• 2nd interview with hiring leaders and another member of the wider team

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
• There’s more! – 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.