Operations Manager Niche and DER

Davies Group; Lancashire; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Davies Innovation Lab

Leadership training programme

Funding for professional qualificatons

Thrive at Davies

Wellbeing centre

Job summary

Davies Group is seeking an experienced Operations Manager to lead a high-performing team in our Niche & DER division in Preston. You will influence operational strategy, ensure service excellence, and drive continuous improvement across a 250 FTE operation including a 24/7 emergency response centre.

You will mentor Team Managers, manage performance, ensure regulatory compliance and foster a culture where people thrive in a fast-paced claims environment.

Qualifications

• Proven success in an insurance operations leadership role.
• Strong experience within Property, Niche or related insurance sectors.
• Demonstrable track record of driving operational improvements and delivering business results.
• Experience leading large teams through Team Managers in remote and hybrid environments.
• Strong understanding of insurance products, underwriting principles and claims processes.
• Knowledge of insurance regulation, compliance frameworks and risk management practices.

Responsibilities

• Lead, mentor and coach Team Managers across remote and hybrid locations.
• Create a culture built on accountability, engagement, collaboration and continuous improvement.
• Support performance management through regular coaching, feedback and development planning.
• Identify and nurture future talent, ensuring succession plans are in place across the division.
• Deliver key operational and telephony KPIs across the business.
• Develop resourceful and innovative plans to optimise performance, including surge planning and capacity management.
• Partner with the Resource Planning Manager to develop recruitment and workforce strategies aligned to future growth.
• Work closely with recruitment teams to maintain strong candidate pipelines and workforce readiness.
• Identify opportunities to streamline processes from policy inception through to claim resolution.
• Analyse operational data, trends and performance metrics to identify inefficiencies and drive improvement initiatives.
• Partner with cross-functional teams across Niche and DER to implement automation and process enhancements.
• Champion a culture of innovation and operational excellence.
• Maintain robust compliance standards across all operational activity.
• Ensure adherence to regulatory requirements, company policies and industry best practice.
• Stay informed of market and legislative changes, implementing operational adjustments where required.
• Conduct regular audits and reviews to mitigate operational risk and maintain quality standards.
• Collaborate with customer service teams to effectively manage customer enquiries, complaints and escalations.
• Champion initiatives that enhance the customer journey and overall experience.
• Analyse customer feedback, NPS and customer outcome measures to implement meaningful improvement plans.
• Drive market-leading customer satisfaction and Trustpilot performance.
• Support the delivery of strategic business objectives and operational plans.
• Manage departmental budgets effectively and deliver against financial targets.
• Identify emerging market trends, growth opportunities and competitive threats.
• Provide operational insight that supports business development and revenue growth.

Skills

Leadership

Performance mgmt

People development

Operational excellence

Data-driven

Stakeholder mgmt

Job description

Claims UK & Ireland Niche & DER Division

Preston / Hybrid

Reporting to: Operations Director

Lead Operational Excellence. Drive Performance. Shape the Future.

Are you a proven contact centre Manager with a passion for people, performance, and continuous improvement?

We're looking for an experienced Operations Manager to lead a high-performing team within our Niche and DER business. This is an opportunity to play a pivotal role in shaping operational strategy, delivering outstanding customer outcomes, and driving sustainable growth across a dynamic and fast-paced claims environment.

Working alongside two other Operations Managers, you will be responsible for supporting the delivery of a high-performing operation of approximately 250 FTE, including a critical 24/7 emergency response contact centre and claims operation.

Much of the focus of this role will be Davies emergency response as such a 2pm to 10-00pm shift is available if it suits ?

You’ll lead a team of Team Managers and their wider operational teams, ensuring service excellence, regulatory compliance, operational efficiency, and a culture where people can thrive.

What will your day look like:

What You'll Be Doing

Inspire and Develop High-Performing Teams

• Lead, mentor and coach Team Managers across remote and hybrid locations.
• Create a culture built on accountability, engagement, collaboration and continuous improvement.
• Support performance management through regular coaching, feedback and development planning.
• Identify and nurture future talent, ensuring succession plans are in place across the division.

Drive Operational Performance

• Deliver key operational and telephony KPIs across the business.
• Develop resourceful and innovative plans to optimise performance, including surge planning and capacity management.
• Partner with the Resource Planning Manager to develop recruitment and workforce strategies aligned to future growth.
• Work closely with recruitment teams to maintain strong candidate pipelines and workforce readiness.

Transform Processes and Improve Efficiency

• Identify opportunities to streamline processes from policy inception through to claim resolution.
• Analyse operational data, trends and performance metrics to identify inefficiencies and drive improvement initiatives.
• Partner with cross-functional teams across Niche and DER to implement automation and process enhancements.
• Champion a culture of innovation and operational excellence.

Ensure Compliance and Risk Management

• Maintain robust compliance standards across all operational activity.
• Ensure adherence to regulatory requirements, company policies and industry best practice.
• Stay informed of market and legislative changes, implementing operational adjustments where required.
• Conduct regular audits and reviews to mitigate operational risk and maintain quality standards.

Deliver Exceptional Customer Outcomes

• Collaborate with customer service teams to effectively manage customer enquiries, complaints and escalations.
• Champion initiatives that enhance the customer journey and overall experience.
• Analyse customer feedback, NPS and customer outcome measures to implement meaningful improvement plans.
• Drive market-leading customer satisfaction and Trustpilot performance.

Contribute to Strategic Growth

• Support the delivery of strategic business objectives and operational plans.
• Manage departmental budgets effectively and deliver against financial targets.
• Identify emerging market trends, growth opportunities and competitive threats.
• Provide operational insight that supports business development and revenue growth.

Knowledge and Abilities:

What We're Looking For

Experience

• Proven success in an insurance operations leadership role.
• Strong experience within Property, Niche or related insurance sectors.
• Demonstrable track record of driving operational improvements and delivering business results.
• Experience leading large teams through Team Managers in remote and hybrid environments.
• Strong understanding of insurance products, underwriting principles and claims processes.
• Knowledge of insurance regulation, compliance frameworks and risk management practices.

Skills & Attributes

• Inspirational leadership style with the ability to motivate and influence teams at all levels.
• Strong commercial awareness and strategic thinking capability.
• Excellent decision-making, problem-solving and conflict-resolution skills.
• Data-driven approach with strong analytical and reporting capabilities.
• Outstanding communication and stakeholder management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Passion for delivering exceptional customer experiences.
• Adaptable, resilient and comfortable leading change initiatives.
• Commitment to maintaining the highest ethical and professional standards.

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
• 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