Product Manager

Lloyd James Media; Wolverhampton; On-site; GBP 60,000 - 90,000; Full time

Benefits offered by this job

20 days annual leave + bank holidays

Job summary

Lloyd James Media in the United Kingdom is seeking a commercially minded Product Manager to own the Car Finance Mis-Selling claims operation. This hands-on role sits at the intersection of Operations, Product and Technology, translating operational challenges into scalable system and workflow solutions.

You will work with Software Engineering to improve throughput, quality and customer outcomes, manage SLAs and KPIs, and drive automation and data-driven improvements in a regulated high-volume

Qualifications

• Experience in claims management or regulated high-volume processing.
• Experience with Car Finance claims or customer redress.
• Experience collaborating with software engineering teams.
• Familiarity with agile delivery, user stories and UAT.

Responsibilities

• Take day-to-day operational ownership of the Car Finance Mis-Selling claims product and processing workflows.
• Monitor queues, volumes, throughput and service levels across the claims journey.
• Identify bottlenecks and exceptions and implement corrective actions.
• Own SLAs, KPIs and performance metrics, escalating risks as needed.
• Plan and deliver operational improvement projects from definition to adoption.

Skills

Operational ownership

Project delivery

Process optimisation

Tech collaboration

Data-driven decision making

Stakeholder management

Tools

CRM platforms

Workflow systems

Automation

Job description

Shape Your Future with Us

We are a growing, technology-led consumer claims group operating across regulated and non-regulated claims environments. Our businesses specialise in managing high-volume consumer claims processes with a strong focus on operational excellence, compliance, and customer outcomes.

We are investing heavily in automation, data intelligence, and AI-supported workflows to create scalable, efficient, and high-performing claims operations. This role sits at the heart of that operational growth.

The Opportunity

We are looking for a commercially minded and technically capable Product Manager to take day-to-day ownership of our Car Finance Mis-Selling claims operation. This is a hands-on, mid-management role reporting to the Group Operations Manager, with responsibility for ensuring the product performs effectively today while continuously improving how it operates for the future.

Sitting at the intersection of Operations, Product and Technology, you will own operational performance across the claims journey, lead improvement projects, and work closely with our Software Engineering team to translate operational challenges into scalable system and workflow solutions.

This is not a traditional software Product Manager role. You will combine strong operational management with project delivery, process optimisation and technology-led change. You will need to understand how high-volume processing operations work, be comfortable getting into the detail, and be technically minded enough to collaborate effectively with Software Engineers and other technical stakeholders.

What You'll Be Doing

Product & Operational Ownership

• Take day-to-day operational ownership of the Car Finance Mis-Selling claims product and associated processing workflows.
• Monitor workflow queues, volumes, throughput, capacity and service levels, ensuring claims progress efficiently through the end-to-end journey.
• Identify operational bottlenecks, failure points and exceptions, implementing corrective action and longer-term solutions.
• Own and monitor relevant SLAs, KPIs and operational performance measures, escalating risks and driving action where performance falls outside expectations.
• Maintain high standards of quality, control and case progression within a regulated claims environment.

Product Development, Projects & Continuous Improvement

• Own and deliver operational improvement projects across the Car Finance claims lifecycle, from problem definition and requirements through to implementation and adoption.
• Use data, MI and operational insight to identify opportunities to improve throughput, efficiency, quality and customer outcomes.
• Build and maintain a prioritised pipeline of process, system and automation improvements, balancing operational impact, risk and delivery effort.
• Plan and coordinate change activity, including requirements gathering, process design, UAT, implementation, training and post-launch review.

Technology & Stakeholder Collaboration

• Act as the key operational link between the Car Finance claims operation, Group Operations, Software Engineering and other cross-functional teams.
• Translate operational problems and business requirements into clear, structured requirements that technical teams can understand and deliver against.

Nice to Have

• Experience within Claims Management, consumer redress, financial services, legal claims or another regulated high-volume processing environment.
• Experience within Car Finance claims, complaints or consumer redress.
• Experience working directly with Software Engineering or development teams.
• Familiarity with agile delivery, user stories, acceptance criteria, UAT or similar product/project delivery practices.
• 20 days annual leave + bank holidays
• Opportunity to own and shape a core claims product and its operational development
• Hands-on experience in a tech-enabled, data-driven business
• Exposure to automation, AI-supported workflows, and modern systems

Why Join Us?

Career Growth: You will grow your career while being part of a company that is pioneering AI-driven innovation and automation across multiple industries.

Supportive Culture: You'll be part of a collaborative, high-performance team where knowledge-sharing and mentoring are part of our DNA. We offer a fun, inclusive, and fast-paced environment where your ideas are not only heard they're encouraged.

Modern Practice: Work with advanced AI-powered tools, streamlined workflows, and full administrative support.

Strategic Expansion: With ambitious growth plans and a national footprint, we offer exciting long-term opportunities in a dynamic firm.

Equality, Diversity & Inclusion

We are an equal opportunities employer and are committed to creating an inclusive and supportive working environment. Applications are welcomed from all suitably qualified individuals.

Ready to Take Ownership?

If you are an operationally strong, technically minded problem-solver who enjoys taking ownership, delivering change and improving how complex processes work, we would love to hear from you.

*This job specification may be reviewed and updated periodically to reflect the evolving needs of the business.

• Strong experience running day-to-day operational processes within a high-volume processing environment.
• Experience taking ownership of an operational function, product, workstream or significant area of delivery.
• Technically minded and comfortable working with CRM platforms, workflow systems, automation and technology-enabled processes.
• Strong project management skills and able to structure, prioritise and deliver multiple improvement initiatives alongside BAU operational demands.
• Confident using KPIs, MI and operational data to understand performance, diagnose issues and make evidence-led decisions.
• Able to communicate effectively with both operational and technical stakeholders, including Software Engineers and senior leadership.
• Able to translate operational requirements into clear process, system and development requirements and contribute effectively to testing and implementation.
• Demonstrable experience delivering process improvement, operational change or transformation initiatives from concept through to implementation.
• Proactive, commercially aware, solutions-focused and comfortable challenging existing ways of working.