Operations Delivery Manager - Home Claims

hastingsdirect; Bexhill-on-Sea; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

£5k car allowance

Flexible hybrid working

4Cs bonus

Private medical insurance

Job summary

Hastings Direct seeks an Operations Delivery Manager for Home Claims to lead high-impact change projects within a busy claims operation. You will translate ideas into credible plans, coordinating IT, processes and customer communications to deliver measurable improvements.

You will coach, mentor and partner with the Head of Home Claims, ensuring changes are embedded while day-to-day claims work continues smoothly. Hybrid working in Leicester or Bexhill is available.

Qualifications

• Proven track record of delivering multiple operational projects successfully.
• Experience translating ideas into credible plans that benefit customers and colleagues.
• Ability to manage stakeholders across IT, processes and change initiatives.
• Strong grounding in operations risk management principles.
• Experience in a regulated environment, Insurance/Home Claims advantageous.

Responsibilities

• Lead a portfolio of change projects within Home Claims, coordinating across IT and processes.
• Collaborate with frontline colleagues and specialists to build stakeholder networks.
• Champion a whole systems thinking approach to ensure changes are embedded across the customer journey.
• Define robust plans with clear outcomes, timelines and budgets.
• Coach and motivate Operations Delivery Executives to maintain high standards.

Skills

Project delivery

Stakeholder management

Problem solving

Risk management

Regulatory experience

Job description

Job Title: Operations Delivery Manager - Home Claims

Location: Leicester or Bexhill (Hybrid)

Welcome to Hastings Direct

We're a digital insurance provider with ambitious plans to become The Best and Biggest in the UK market. We've made huge investments in our data and tech capabilities over the past few years, along with nurturing our 4Cs culture. We're proud of the journey we're on as a company and know that our continued success will rely on the contribution of our talented colleagues.

We provide insurance for over four million customers, but we know there's even bigger opportunity out there. The fact you're now reading this job advert means we've tempted you to find out more about #lifeatHD - we really hope you like what you see, and you'll join us to share in the success of the exciting chapter that lies ahead.

We understand some people may not apply for jobs unless they feel they tick every box. If you're excited about joining us and think you have some of what we're looking for, even if you're not 100% sure we would love to hear from you.

Role overview

Our Home Claims team has gone through exponential growth over the past few years and this growth is continuing - we want to become a market leader in Home Claims! We want to make what can a stressful process for customers more straightforward. In this role, you'll be leading high impact, high value change projects into and alongside a busy Home Claims operation. Therefore, we want someone who has experience of, and is passionate about, delivering brilliant people-centred change.

Job details - you'll need to have demonstrable experience in:

• Taking on a portfolio of change projects that support Home Claims in translating great ideas into credible plans that benefit customers, colleagues and our company and coordinating change across several areas including IT systems, processes and customer communications
• Working creatively to solve challenges, in partnership with frontline colleagues, specialists in Home Claims and the wider Claims/Hastings team - building an enviable group of stakeholders to draw on for each change
• Championing a whole systems thinking approach that ensures each change considers processes across the whole customer journey so that change is implemented well, with lasting results and ensuring all processes within each change have been documents and controls are in place
• Defining robust plans to implement each change, ensuring each project has clear outcomes, clear timelines and can be embedded within Home Claims whilst it manages the day to day claims operation and managing the budget for each project, ensuring business cases are robust and the change is delivered on time and within the agreed spend
• Coaching, mentoring and motivating our Operations Delivery Executives and championing the highest standards, acting as an internal 'quality check' for all projects and change
• Supporting the Head of Home Claims and making sure all change happens seamlessly, brilliantly and in partnership with the Home Claims Operations Team

Essential skills/experience:

• Proven track record of delivering multiple operational projects successfully, including changes across busy operational areas across a matrix organisation, incorporating 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

The interview process

• Recruiter screening call
• 1st stage interview with Hiring Leader (Teams)
• 2nd interview with another senior leader in Home Claims

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

• in addition to a competitive salary and £5k car allowance you will also receive....
• 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