Operations Manager Niche and DER

Davies; Preston; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Davies Innovation Lab

Leadership training programme

Funding for professionalQualifications

Thrive at Davies; learningOpportunit

Pension, 5% employee and 5% employer

Life assurance: x4

Lease car salary sacrifice

Davies Incentive Plan

Flexible working

Job summary

Davies is seeking an experienced Operations Manager to lead a high-performing claims operation in the Preston area. The role oversees approximately 250 FTE, including a 24/7 emergency response centre, and reports to the Operations Director.

You will drive performance, regulatory compliance and customer outcomes in a fast-paced environment. You will manage Team Managers across remote/hybrid locations, shape operational strategy and develop talent pipelines to support future growth.

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.

Skills

Leadership

Strategic thinking

Decision making

Data analysis

Communication

Change management

Customer experience

Risk management

Job description

Description

Department: Claims Management

Location: Preston

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.

#INDUKI

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