Operations Delivery Manager - Home Claims

Hastings Direct; Leicester; On-site; GBP 70,000 - 95,000; Full time

Benefits offered by this job

Car allowance

Bonus scheme

Private medical insurance

Pension contributions

Mental wellbeing programme

Generous holiday

Job summary

Hastings Direct is seeking an Operations Delivery Manager for Home Claims in a hybrid role based in Leicester (or Bexhill). You will lead high-impact change projects within a busy Home Claims operation, coordinating across IT, processes and customer communications to deliver better outcomes for customers and colleagues.

You will drive multi-project delivery with a focus on robust plans, timelines, and budgets, while coaching and mentoring the team to maintain the highest standards and seamless

Qualifications

• Proven track record of delivering multiple operational projects successfully across a matrix organisation.
• Passion for making things better for frontline colleagues and customers.
• Proven problem solver with proactive, hands-on approach.
• Knowledge of operational risk management and regulatory practices in insurance/home claims.

Responsibilities

• Lead high-impact change projects in Home Claims, coordinating across IT, processes and customer communications.
• Collaborate with frontline colleagues, Home Claims specialists and wider Claims team to build stakeholder networks.
• Apply whole-systems thinking to ensure changes optimise the entire customer journey and are well-documented.
• Define robust project plans with clear outcomes, timelines and budgets, embedding changes into day-to-day operations.
• Coach, mentor and motivate Operations Delivery Executives and act as a quality check for projects.

Skills

Project management

Stakeholder engagement

Problem solving

Operational risk management

Regulatory knowledge

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

Our interview process involves the below:

• 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
• 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 ….

Company culture

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.

Hastings Direct is a fast growing, agile, digitally focused general insurance provider of products and services to over 4 million customers in the UK, employing over 4,600 colleagues. Our vision – to be the best and biggest digital insurance provider in the market. It's our attitude and the way we run our business that makes us different. We focus on getting it right for our colleagues, customers, company and community. It's a dynamic, flexible, fun and constantly changing environment. You'll enjoy the scope to make a real difference for our customers, influence our company, benefit the communities we work in and have fun along the way.