Operations Manager Niche and DER

Davies; Hitchin; Hybrid; GBP 45,000 - 60,000; Full time

Job summary

A leading company in the insurance industry is seeking an Operations Manager to oversee the operational success of the business from their Preston office. The ideal candidate will have a robust background in insurance operations, excellent leadership skills, and a commitment to ensuring high customer satisfaction. This position offers a competitive salary, flexible working options, and opportunities for professional development within a supportive environment.

Benefits

Leadership training programme

Funding for professional qualifications

25 days holiday

Flexible working options

Pension scheme

Qualifications

• Proven track record in insurance operations management.
• Strong understanding of insurance products and claim processing.
• Experience leading teams and driving operational efficiencies.

Responsibilities

• Lead and mentor a team of operational staff.
• Ensure compliance with regulatory requirements.
• Develop strategies for customer satisfaction.

Skills

Leadership

Decision-making

Customer service

Data analysis

Job description

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Operations Manager Niche and DER

Department: Claims Management

Employment Type: Permanent - Full Time

Location: Preston

Description

Exciting new opportunity to develop your career as part of a fun and supportive team. Hybrid role based from Preston

You will play a critical role in driving the operational success of the business, ensuring efficiency, compliance, and customer satisfaction optimised. A strategic leader with a deep understanding of insurance operations, strong managerial skills, and a commitment to delivering high-quality service to policyholders and stakeholders

Hours
Rota - 08:00 - 18:30pm - Rolling 1 / 4 weekends Saturday and Sunday (where Sunday working is required by the business)
#INDUKI

What will your day look like:

Leadership
Lead, mentor, and develop a team of operational staff, claim processors, and administrative personnel Conduct performance evaluations, provide feedback, and implement training programs to enhance team capabilities Foster a culture of collaboration, accountability, and continuous improvement

Service & Recruitment
Delivery of KPIs relating to telephony and all claim activity. Ability to drive exceptional performance and create resourceful plans to optimise performance, e.g., surge planning Work with the Resource Planning Manager to ensure annual recruitment plans in place Work with the recruitment team to create strategy with a pipeline of candidates
Continual Improvement
Develop and implement strategies to streamline process, from policy issue to claim management
Analyse operational data and metrics to identify bottlenecks, inefficiencies, and opportunities for improvement.
Work closely with cross-functional teams (DER & Niche) to implement process enhancements and automation solutions
Compliance
Ensure all operational activities comply with regulatory requirements, company policies, and industry best practice
Stay updated on changes in insurance laws, regulations, and market trends, implementing necessary adjustments to operations
Conduct regular audits to maintain compliance standards and mitigate operational risks
Customer satisfaction
Collaborate with customer service teams to address customer enquiries, complaints, and escalations in a timely and effective manner
Develop and implement initiatives to enhance the overall customer experience, from policy issue to claim resolution
Monitor customer feedback and satisfaction, proactively addressing improvement areas
Business Development
Contribute to the development of strategic plans for the insurance operations department, to drive revenue growth and expand market presence- Ability to manage Budgets and deliver against them.
Identify market trends, competitive threats, and growth opportunities, providing insights for business development initiatives

Knowledge and Abilities:

Ability to motivate and inspire a team of Team Managers across remote and hybrid locations - DER and Niche Inspire your division to deliver results and exceptional customer outcomes Strong decision-making abilities, conflict resolution and problem-solving skills

Strategic thinker with a results-oriented mind set and a focus on continuous improvement Analytical skills to interpret data, identify trends, and make data-driven decisions

Data analysis and interpretation skills, using data from a variety of sources Ability to identify trends, patterns, and areas for improvement across your teams and the wider business

Excellent communication and interpersonal skills for stakeholder engagement and relationship building Ability to convey complex information in an understandable way to a range of audiences

Ability to manage multiple priorities and deadlines Strong organisational, analytical, leadership, interpersonal and time management skills

Dedication to providing excellent customer service.
Analyse NPS and customer outcomes to create robust action plans that deliver exemplary Trust pilot performance

Commitment to upholding legal and ethical standards Ensuring team leaders understand and follow compliance requirements

Flexibility, versatility and proven ability to lead change Willingness to learn and implement new technologies, strategies, and ways of working

Proven track record of success in insurance operations management, with experience in Niche and Property insurance Strong understanding of insurance products, underwriting guidelines, and claim processing procedures Demonstrated experience in leading teams, driving operational efficiencies, and delivering exceptional customer service Knowledge of regulatory requirements, compliance standards, and risk management practices in the insurance industry

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