Operations Manager

Davies; Glasgow; On-site; GBP 45,000 - 65,000; Full time

Job summary

A leading company is seeking an Operations Manager to oversee claims operations in Glasgow. This hybrid role involves managing teams, developing processes, and driving improvements in claims handling. Ideal candidates will have significant leadership experience and a strong background in insurance claims.

Benefits

Leadership training program

Funding for professional qualifications

Pension scheme (5% employee + 5% employer contributions)

Flexible working options

Wellbeing centre with various support services

Qualifications

• Minimum 5 years of insurance claim experience in a leadership role.
• Experience in organizational change management.
• Ability to work in a fast-paced environment.

Responsibilities

• Manage daily operations of technical claim handling teams.
• Implement corrective actions based on MI data.
• Monitor team performance against KPIs and SLAs.

Skills

Leadership

Change Management

Data Management

Regulatory Knowledge

Presentation Skills

Organizational Skills

Resilience

Self-Motivation

Tools

Microsoft Office

Job description

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Operations Manager

Application Deadline: 3 June 2025

Department: Claims Management

Employment Type: Permanent - Full Time

Location: Glasgow

Description

Operations Manager

Location: Glasgow/hybrid

Hours: 35 hours per week. This role is hybrid, including a Glasgow-based team; travel to Glasgow will be required. Staff are based in London, Birmingham, Stoke, Preston, and Glasgow.

We are recruiting for an Operations Manager. In this role, you will lead our claims operations, shape your area of responsibility, develop new processes and strategies, and drive improvements across our Casualty (including Disease) Claims operation.

Key Responsibilities:

1. Manage daily operations of technical claim handling teams in Casualty, longtail and shorttail Disease, and Motor claims.
2. Use MI data to identify trends, such as extended claim lifecycle, complaints, and process issues; implement corrective actions to improve performance.
3. Monitor team performance against client service level agreements, KPIs, and business objectives.
4. Lead remedial action plans from audits, customer surveys, and root cause analyses; ensure complaints are recorded and escalated appropriately.
5. Ensure work is evenly distributed across teams, reallocate work as needed for effective WIP management.
6. Manage budgets, aiming for revenue and cost targets.
7. Implement change within the department through system, process, and client improvement initiatives.
8. Track team performance against SLAs, KPIs, and objectives.
9. Promote proactive claims handling to minimize lifecycle durations.
10. Ensure data integrity within systems is maintained at all times.

Skills, Knowledge & Expertise:

• Minimum 5 years of insurance claim experience in a leadership or managerial role.
• Experience in organizational change management.
• Proficiency in managing Management Information.
• Ability to work successfully in a fast-paced, changing environment.
• Knowledge of regulatory issues (e.g., Data Protection, FCA, Consumer Duty).
• Technologically confident, with good knowledge of Microsoft Office, especially Excel.
• Strong presentation and influencing skills.
• Resilient, able to take calculated risks.
• Experience working with senior management, claims/legal professionals, insurers, brokers, and clients.
• Excellent organizational skills, capable of managing multiple tasks.
• Self-motivated and able to motivate others.

Job Benefits:

Career & Development:

• Davies Innovation Lab
• Leadership training program
• Funding for professional qualifications
• Learning opportunities through Thrive at Davies

Environmental & Social Initiatives:

• The Davies Foundation
• Local charity funding
• Pennies To Heaven
• Employee Resource Groups
• Volunteer programs

Financial Benefits:

• Pension scheme (5% employee + 5% employer contributions)
• My Choices discounts and wellbeing hub
• Life assurance (x4 salary)
• Refer a Friend scheme
• Cycle to Work Scheme
• Lease car salary sacrifice
• Davies Incentive Plan
• Enhanced maternity, paternity, and adoption pay

Mental, Physical & Emotional Wellbeing:

• Wellbeing centre with various support services
• Discounts with UK retailers
• 24/7 confidential helpline (EAP)
• Holiday entitlement: 25 days, increasing to 26 after 5 years, 27 after 10 years
• Flexible working options: hybrid, remote, or office-based
• Dress for your day policy
• Inclusive policies on menopause, fostering, fertility, baby loss, and miscarriage
• Flexible benefits including holiday purchase, health cash plans, BUPA dental