Operations Manager

Davies; Glasgow; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading company in the insurance sector is seeking an Operations Manager for their Glasgow team. This hybrid role involves overseeing claims operations, implementing strategies for improvement, and managing a diverse team. The ideal candidate will have significant experience in insurance claims and demonstrate strong leadership abilities. The position offers competitive benefits and opportunities for professional development.

Benefits

Leadership training programme

Funding for professional qualifications

25 days holiday, increasing with service

Flexible working options

Pension contributions

Qualifications

• Minimum 5 years of insurance claim experience in a leadership role.
• Proven ability to manage change and utilize management information.
• Experience in a fast-paced environment with flexibility.

Responsibilities

• Lead operations for technical claim handling teams.
• Monitor team performance against service level agreements.
• Drive improvements in claims management processes.

Skills

Leadership

Organizational Change

Management Information

Flexibility

Data Integrity

Presentation Skills

Resilience

Time Management

Motivation

Tools

Microsoft Excel

Job description

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35 hours per week

This role is hybrid which includes a Glasgow-based team, travel to Glasgow will be required as part of the role. The staff are scattered from London, Birmingham, Stoke, Preston and Glasgow.

Application Deadline: 3 June 2025

Department: Claims Management

Location: Glasgow

Description

Operations Manager


Glasgow/hybrid


35 hours per week

This role is hybrid which includes a Glasgow-based team, travel to Glasgow will be required as part of the role. The staff are scattered from London, Birmingham, Stoke, Preston and Glasgow.

We are recruiting for a position of Operations Manager. In this role, you will play a pivotal role in leading our claims operations. You will have the opportunity to shape your area of the operation, develop new processes/strategies and drive improvement across our Casualty (including Disease) Claims operation as a direct result.

Key Responsibilities

• Day to Day operational responsibility for our technical claim handling teams in Casualty, longtail and shorttail Disease and a small proportion of Motor claims.
• Using available MI to identify trends on claims including, extended lifecycle, complaints, process issues and putting in place corrective action plans to improve performance
• Monitoring Team Leaders and team performance against Client service level agreements, internal key performance indicators and agreed operational business objectives.
• Owning operational remedial action plans on behalf of nominated teams generated from internal and external audit, business improvement programmes, customer satisfaction surveys and customer dissatisfaction root cause analysis. Working to ensure complaints are identified and recorded. Also, acting as the escalation point for complaints.
• Ensuring that work levels are evenly distributed across the teams implementing work reallocation strategies where appropriate to ensure effective Work in Progress management.
• Working towards agreed budgeted revenue and costs. Construct and effectively manage team budgets.
• Manage change within the department through system, process changes and client improvement plans
• Monitor the unit’s team performance against the agreed Client service level, internal key performance indicators and agreed operational business objectives.
• Drive pro-activity of claims handling throughout the unit ensuring that claims are being managed and lifecycle being minimised
• Take overall responsibility for ensuring data integrity within systems is accurate at all times
  
  

Skills, Knowledge & Expertise

• Min 5 years of insurance claim experience in a leadership or managerial role.
• Evidence of demonstrating organisational change.
• Evidence of utilizing and managing against appropriate Management Information.
• Evidence of working successfully in a fast paced and changing environment where flexibility is required to accommodate peaks and troughs in workload.
• Understanding of all regulatory issues (people, FSA, Data Protection, TCF, Consumer Duty etc)
• Confident with technology, with a good working knowledge of Microsoft Office products, with a specific focus on Excel (the ability to use Excel analysis tools would be of benefit)
• Effective and confident presentation skills and ability to influence.
• Resilience and ability to take calculated risks.
• Proven ability to work with senior management, claims/legal professionals, other insurers, brokers, affiliated companies and clients.
• Excellent organisational skills and the ability to work on multiple tasks concurrently
• Self motivated and able to motivate others.
  
  

Job Benefits

Career & Purpose

• Davies Innovation Lab
• Leadership training programme
• Funding for professional qualifications
• Thrive at Davies; learning opportunities

Environmental & Social

• The Davies Foundation
• Local charity funding
• Pennies To Heaven
• Employee Resource Groups
• Employee volunteering programme

Financial Health

• Pension, 5% employee and 5% employer contribution
• My Choices at Davies provides; High Street discounts and Financial wellbeing hub
• Life assurance: x4
• Refer a Friend
• Cycle to Work Scheme
• Lease car salary sacrifice
• Davies Incentive Plan
• Enhanced maternity, paternity and adoption pay

Mental, Physical & Emotional Wellbeing

• Wellbeing centre; move, munch, money & mind focus
• Discounts with 100's of UK retailers
• EAP; 24/7 confidential helpline
• 25 days holiday, increases to 26 days after 5 years and 27 after 10 years
• Flexible working; hybrid, work from home or join a collaborative office space
• Dress for your day
• Inclusive employment policies eg. Menopause, fostering friendly, fertility, sabbatical policy and baby loss and miscarriage
• Flexible benefits include; holiday purchase plan and a opportunity to purchase heath cash plan and BUPA dental plan

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  Insurance

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