Head of Claims Operational Change

Direct Line Group; London; Hybrid; GBP 80,000 - 120,000; Full time

Job summary

Direct Line Group is seeking a Head of Claims Operational Change to lead transformation initiatives in London. This role involves managing operational changes, driving improvements, and building a high-performing team while ensuring compliance with regulations. The position offers a hybrid working model and excellent benefits, including a competitive salary and annual bonus.

Benefits

9% employer contributed pension

Annual company bonus of up to 20%

30 days holiday allowance

50% off home, motor and pet insurance

EV car scheme

Employee discounts and cashback

Qualifications

• Proven experience leading change in high-volume environments.
• Strong track record of operational improvements.
• Excellent analytical skills to influence strategic decisions.

Responsibilities

• Lead the operational change management agenda across Claims.
• Drive the delivery of the Claims transformation programme.
• Build and lead a high-performing Claims Operational Change team.

Skills

Change management

Analytical skills

Leadership

Continuous improvement

Education

Change management accreditation

Job description

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Talent Acquisition Partner | Helping Direct Line Group Build Strong Teams in Customer Sales, Service, Claims & Motability

Head of Claims Operational Change

London – Hybrid (2 days a week in the office)

Full Time, Permanent Position

DLG is evolving. Across every facet of our business, our teams are embracing new opportunities and putting customers at the heart of everything they do. By joining them, you’ll have the opportunity to not just be recognised for your skills but encouraged to build upon them and empowered to do your absolute best.

What You’ll Be Doing

Reporting directly to the Director of Claims Strategy and Operations, you'll:

• Lead the operational change management agenda across Claims, designing and embedding changes that deliver measurable benefits without compromising service or risk controls.
• Drive the delivery of the Claims transformation programme (Re-SET: Speed, Ease, Technical Excellence), ensuring strategic alignment and value realisation.
• Oversee and govern all change activity across Claims, including prioritisation, resource management, cost control and reporting.
• Collaborate with Claims leaders to identify, prioritise and implement local change and continuous improvement initiatives that enhance performance.
• Work closely with wider teams across the business – including Product, Technology, and the Chief Operating Office – to protect and enable Claims performance throughout change programmes.
• Build and lead a high-performing Claims Operational Change team, with a strong culture of accountability, collaboration, and customer-focus.
• Inspire, coach and develop talent within the team, ensuring succession plans and skills align with future needs.
• Champion employee engagement, wellbeing, and development, aligned to strategic goals.
• Promote a strong risk management culture, ensuring all change is compliant with FCA/PRA regulations and internal frameworks.
• Ensure operational changes are designed and delivered with customer outcomes, control effectiveness, and Consumer Duty principles at the forefront.
• Contribute to the broader strategic leadership of the Claims function, supporting joined-up transformation across the organisation.
  
  

Our hybrid model offers a 'best of both worlds' approach. When you'll be in the office depends on your role and team, but colleagues spend at least 2 days a week in the office.

What You’ll Need

• Proven experience leading change and transformation in complex, high-volume environments
• A strong track record of delivering commercially and customer-focused operational improvements
• Excellent analytical skills with the ability to interpret complex data and influence strategic decisions
• Inspirational leadership style with a passion for continuous improvement
• Change management accreditation and experience with systems thinking methodologies
  
  

Benefits

We recognise we wouldn't be where we are today without our colleagues, that's why we offer excellent benefits designed to suit your lifestyle:

• 9% employer contributed pension
• Annual company bonus of up to 20%
• 30 days holiday allowance (plus the option to buy or sell up to 5 days each year)
• 50% off home, motor and pet insurance, plus free travel insurance and Green Flag breakdown cover
• Additional optional Health and Dental insurance
• EV car scheme allows all colleagues to lease a brand new electric or plug-in hybrid car in a tax efficient way
• Generous holidays
• Buy as you earn share scheme
• Employee discounts and cashback
• Plus, many more
  
  

We want everyone to get the most out of their time at DLG. Which is why we’ve looked beyond the financial rewards and created an offer that takes your whole life into account. Supporting our people to work at their best – whatever that looks like – and offering real choice, flexibility, and a greater work-life balance that means our people have time to focus on the things that matter most to them. Our benefits are about more than just the money you earn. They’re about recognising who you are and the life you live.

Be yourself

Direct Line Group is an equal opportunity employer, and we think diversity of background and thinking is a big strength in our people. We're delighted to feature as one of the UK's Top 50 Inclusive Employers and are committed to making our business an inclusive place to work, where everyone can be themselves and succeed in their careers.

We know you're more than a CV, and the things that make you, you, are what bring potential to our business. We recognise and embrace people that work in different ways so if you need any adjustments to our recruitment process, please speak to the recruitment team who will be happy to support you.

Hours: 35 hours

Closing Date: Friday 23 May

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Sales and Business Development

• Industries

  Insurance

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