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 office. The role involves leading claims operations, developing new processes, and driving improvements in casualty claims management. Candidates should have substantial experience in insurance claims leadership, strong analytical skills, and the ability to manage change effectively. This hybrid position offers a competitive salary and a range of benefits focused on career development and employee wellbeing.

Benefits

Leadership training programs

Funding for professional qualifications

Wellbeing centre with various support programs

Pension scheme with employer contributions

Flexible working arrangements

Employee volunteering programs

Qualifications

• Minimum 5 years of insurance claims leadership or management experience.
• Ability to work effectively in a fast-paced, changing environment.
• Understanding of regulatory issues (FSA, Data Protection, TCF, Consumer Duty).

Responsibilities

• Manage daily operations of technical claim handling teams.
• Monitor team performance against SLAs, KPIs, and business objectives.
• Lead change initiatives related to systems and processes.

Skills

Insurance claims leadership

Organizational change management

Management Information proficiency

Presentation skills

Risk management

Multitasking ability

Tools

Microsoft Office

Job description

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, involving a Glasgow-based team, with travel to Glasgow required. The team is spread across London, Birmingham, Stoke, Preston, and Glasgow.

We are recruiting an Operations Manager to lead our claims operations. You will shape your area of the operation, develop new processes and strategies, and drive improvements in our Casualty (including Disease) Claims operation.

Key Responsibilities

• Manage daily operations of technical claim handling teams in Casualty, longtail and shorttail Disease, and Motor claims.
• Use MI data to identify trends, such as claim lifecycle extensions, complaints, and process issues, and implement corrective actions.
• Monitor team performance against SLAs, KPIs, and business objectives.
• Own remedial action plans from audits, surveys, and root cause analyses, ensuring complaints are recorded and acted upon.
• Ensure work is evenly distributed across teams and manage work reallocation as needed.
• Manage budgets, ensuring revenue and costs meet targets.
• Lead change initiatives related to systems, processes, and client improvement plans.
• Monitor team performance against client SLAs and internal KPIs.
• Promote proactive claims handling to minimize lifecycle durations.
• Ensure data integrity within systems.

Skills, Knowledge & Expertise

• Minimum 5 years of insurance claims leadership or management experience.
• Experience in organizational change management.
• Proficiency in managing Management Information.
• Ability to work effectively in a fast-paced, changing environment.
• Understanding of regulatory issues (FSA, Data Protection, TCF, Consumer Duty).
• Technologically confident, with good knowledge of Microsoft Office, especially Excel.
• Strong presentation and influencing skills.
• Resilience and risk management capabilities.
• Experience working with senior management, legal professionals, insurers, brokers, and clients.
• Excellent organizational skills and multitasking ability.
• Self-motivated with the ability to motivate others.

Job Benefits

Career & Purpose

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

Environmental & Social

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

Financial Health

• Pension scheme with 5% employee and 5% employer contributions
• Discounts via My Choices at Davies
• 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 programs
• 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 arrangements
• Dress for your day policy
• Inclusive employment policies (menopause, fostering, fertility, sabbaticals, baby loss)
• Flexible benefits (holiday purchase, health cash plans, BUPA dental)