Hybrid Operations Change Lead — Home Claims

Hastings Direct; Bexhill-on-Sea; Hybrid; GBP 70,000 - 90,000; Full time

Benefits offered by this job

£5k car allowance

Flexible hybrid working

Annual bonus

Private medical insurance

Pension contributions

Job summary

Hastings Direct is hiring an Operations Change Delivery Manager for Home Claims, based in Leicester or Bexhill with a hybrid working model. You will lead high-impact change projects within a busy Home Claims operation, driving customer-centric improvements and ensuring robust governance and delivery across IT, processes and communications.

The role requires a proven track record in delivering operational projects, strong stakeholder management, and a passion for improving frontline customer

Qualifications

• Proven track record of delivering multiple operational projects successfully across a matrix organisation, including IT and general processes
• Has a real passion for making things better for frontline colleagues and customers and able to get things done by getting ‘stuck in’ and support the resolution of problems with the team
• Proven problem solver – able to demonstrate how to tackle challenges head on
• Strong knowledge of Operational and Risk Management principles and practices
• Experience of working in regulatory environment at this level - knowledge of Insurance/Home Claims is advantageous

Responsibilities

• Taking on a portfolio of change projects that support Home Claims, translating ideas into credible plans benefiting customers and colleagues and coordinating change across IT, processes and communications
• Working with frontline colleagues, specialists in Home Claims and the wider Claims team to build a stakeholder network for each change
• Championing a whole systems thinking approach ensuring changes consider the entire customer journey and are documented with controls
• Defining robust plans with clear outcomes, timelines and embedding within Home Claims while managing day-to-day operations and project budgets
• Coaching and mentoring Operations Delivery Executives and acting as a quality check for all projects

Skills

Project delivery

Stakeholder management

Problem solving

Risk management

Home Claims knowledge

Job description

Hastings Direct is hiring an Operations Change Delivery Manager for Home Claims, based in Leicester or Bexhill with a hybrid working model. You will lead high-impact change projects within a busy Home Claims operation, driving customer-centric improvements and ensuring robust governance and delivery across IT, processes and communications.

The role requires a proven track record in delivering operational projects, strong stakeholder management, and a passion for improving frontline customer