Head of Operations

Gallagher Bassett; Chelmsford; On-site; GBP 80,000 - 120,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits

Career development opportunities

Collaborative, people-first culture

Global reach with local impact

Job summary

Gallagher Bassett in the United Kingdom seeks a Head of Operations to lead branch operations, ensuring top service delivery, client satisfaction, and strong governance. The role requires strategic oversight of daily activities, budgets, and a culture of collaboration and continuous improvement.

You will work with senior leadership on key projects, drive quality and training programs, and partner with HR on talent development and succession planning across the team.

Qualifications

• Proven leadership in claims, insurance, or TPA environments.
• Strong motor/casualty claims knowledge and processes.
• Experience leading teams through change with performance improvements.

Responsibilities

• Lead and oversee all branch operations, ensuring smooth day-to-day performance.
• Drive high levels of client satisfaction through proactive relationship management.
• Organise and attend client meetings, ensuring service standards and targets are met.
• Resolve client concerns promptly, maintaining strong relationships.
• Collaborate with clients, account managers, colleagues and stakeholders to exceed expectations.
• Coordinate with the wider business for a seamless service offering.
• Monitor operational performance, budgets and profitability for improvements.
• Ensure regulatory and company compliance with robust governance.
• Drive quality assurance via audits, coaching and training initiatives.
• Support senior leadership on strategic and operational projects.
• Partner with HR on recruitment, succession planning, and development.
• Ensure Personal Development Plans and goals are maintained for the team.
• Mentor and coach colleagues to support career growth and operational excellence.

Skills

Leadership

Claims knowledge

Change management

Organisational skills

Stakeholder management

Communication

Proactive learning

Job description

Introduction

At Gallagher Bassett, we’re there when it matters most because helping people through challenging moments is more than just our job, it’s our purpose.Every day, we help clients navigate complexity, support recovery, and deliver outcomes that make a real difference in people’s lives. It takes empathy, precision, and a strong sense of partnership—and that’s exactly what you’ll find here. We’re a team of fast-paced fixers, empathetic experts, and outcomes drivers - people who care deeply about doing the right thing and doing it well. Whether you're managing claims, supporting clients, or improving processes, you’ll play a vital role in helping businesses and individuals move forward with confidence.Here, you’ll be supported by a culture that values teamwork, encourages curiosity, and celebrates the impact of your work. Because when you’re here, you’re part of something bigger. You’re part of a team that shows up, stands together, and leads with purpose.

Overview

We are looking for an experienced and driven Head of Operations to lead and oversee branch operations, ensuring the highest standards of service delivery, client satisfaction, operational performance, and team engagement.

This is a key leadership role where you will be responsible for the day to day running of the branch, managing financial performance, driving operational excellence, and fostering a collaborative, inclusive, and supportive culture.

The successful candidate will play a key role in shaping the future of the operation as the business continues to evolve and grow. With exposure to flagship accounts, major stakeholders, and wider business initiatives, this role offers the opportunity to make a significant impact while contributing to the ongoing development of our TPA business.

How you’ll make an impact

• Lead and oversee all branch operations, ensuring smooth and efficient day to day performance.
• Drive high levels of client satisfaction through proactive relationship management and regular client engagement.
• Organise and attend client meetings, ensuring contracted service standards and performance targets are consistently achieved.
• Resolve client concerns and complaints promptly and professionally, maintaining strong and long-lasting relationships.
• Work closely with clients, account managers, colleagues, and stakeholders to understand and exceed client expectations.
• Collaborate across the wider business to ensure a consistent and seamless service offering.
• Monitor operational performance, budgets, and profitability, identifying opportunities for continuous improvement.
• Ensure compliance with regulatory and company requirements, maintaining robust governance and operational controls.
• Drive quality assurance standards through effective quality frameworks, regular audits, coaching, and training initiatives.
• Support senior leadership on strategic and operational projects as required.
• Partner with HR on recruitment, succession planning, employee development, and performance management activities.
• Ensure Personal Development Plans and individual goals are completed and maintained across the team.
• Mentor, coach, and develop colleagues, sharing knowledge and expertise to support career growth and operational excellence.

About You

• Proven leadership and people management experience within a claims, insurance, or TPA environment.
• Strong technical claims knowledge, ideally within Motor and/or Casualty claims, with a good understanding of claims processes and systems.
• Experience leading teams through change while driving operational performance and continuous improvement.
• Excellent organisational and decision-making skills, with the ability to manage competing priorities in a fast-paced environment.
• Strong stakeholder management and relationship-building skills, with the confidence to engage with clients, senior leaders and colleagues.
• Excellent verbal and written communication skills, including reporting and presenting insights.
• A proactive approach to learning, development and achieving high standards.
• #LI-PH1

Compensation and benefits

At Gallagher, we believe supporting our colleagues goes far beyond the role itself.For more information, visit our Benefits page.

• Competitive compensation
• Comprehensive benefits programs designed to support your well-being
• Career development opportunities and ongoing learning
• A collaborative, people-first culture with accessible leadership
• The opportunity to do meaningful work with global reach and local impact

At Gallagher, we are dedicated to building an inclusive and authentic workplace.

If your past experience doesn’t align perfectly, we encourage you to join our Talent Community to stay connected to additional career opportunities.

Although this role is listed as full-time, if you’re in a job-share partnership, work reduced hours, or have any other flexible arrangement, please still get in touch. We will also offer reasonable adjustments to the recruitment process if required, so please let us know

Gallagher is an affirmative action/equal opportunity employer (Minorities/Females/Veterans/Disabled)