Senior Operations Manager – Large Loss & PI

The AA; Royal Tunbridge Wells; Hybrid; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Annual bonus

Car allowance

Private medical insurance

25 days leave

Pension contribution

Free AA breakdown membership

GP access and wellbeing

Employee discounts

Job summary

The AA in Tunbridge Wells is seeking a senior leader to shape how our Personal Injury and Large Loss claims functions perform and evolve, with a clear focus on customer outcomes, strong commercial performance and regulatory standards.

Reporting to Head of Claims Operations, you’ll lead day-to-day operational delivery across service, complaints, governance, risk and controls, while managing a small portfolio of complex claims and driving transformation through data, process and technology.

Qualifications

• Strong leadership capability within claims, insurance operations or another regulated environment.
• Proven ability to lead through multiple management layers and build accountable teams.
• Deep understanding of FCA requirements, Consumer Duty, and governance in insurance.
• Strong claims knowledge including performance, indemnity, customer outcomes and complex claims.
• Strong analytical and commercial capability with MI interpretation.
• Excellent stakeholder management and experience leading continuous improvement.

Responsibilities

• Lead day-to-day performance of Personal Injury and Large Loss claims teams against service, financial, indemnity, regulatory and customer outcome measures.
• Provide senior oversight across complex claims, ensuring issues are managed effectively and escalations are resolved with sound judgement.
• Build a high-performing leadership team and translate priorities into actionable plans.
• Own end-to-end claims complaints framework, using root cause analysis to improve journeys.
• Embed governance, risk and control environment across claims operations with FCA requirements and Consumer Duty alignment.
• Use MI across customer, operational, financial and risk measures to drive improvements and interventions.
• Shape transformation of Claims through technology, automation and digital solutions and senior stakeholder engagement.

Skills

Leadership in claims

Regulatory understanding FCA

Stakeholder management

Process improvement

Data-driven decision making

Transformation & change

Job description

Company Description

Company Description

Location: Tunbridge Wells (Hybrid working, 3 office days per week)

Employment Type: Permanent

Why Join Us?

• Annual bonus, car allowance and private medical insurance
• Lead the operational delivery and continued development of our Personal Injury and Large Loss claims functions
• Shape claims transformation through process optimisation, technology and automation, improving customer and commercial outcomes
• Build leadership capability across your teams and influence senior stakeholders across Claims, Risk, Compliance, Finance and Customer functions

Company Description / Business Unit

For over a century, The AA has been keeping Britain moving. Today, millions of drivers trust us to be there when it matters most, and we're equally committed to supporting the people who make that possible. With a 4.5-star Glassdoor rating, we've built a culture where colleagues are empowered to grow, collaborate and make a real impact for our customers on every journey. Which has been recognised by Sunday Times “Best Places to Work” for the last two years.

Job Description

This is a senior leadership opportunity to shape how our Personal Injury and Large Loss claims functions perform and evolve, with a clear focus on excellent customer outcomes, strong commercial performance and robust regulatory standards.

Reporting to the Head of Claims Operations, you’ll lead day-to-day operational delivery across service, complaints, governance, risk and controls, while managing a small personal portfolio of complex claims. You’ll use performance insight, process optimisation and technology to drive continuous improvement and transformation, ensuring FCA expectations, Consumer Duty principles and internal governance standards are embedded in how we work.

Leading through others, you’ll build capability across your leadership teams, create a culture of accountability and customer focus, and work closely with stakeholders across Claims, Risk, Compliance, Finance and Customer functions. You’ll thrive here if you combine sound judgement with strong operational leadership, analytical thinking and the ability to influence at senior level.

Key Responsibilities

• Lead the day-to-day performance of our Personal Injury and Large Loss claims teams, delivering against agreed service, financial, indemnity, regulatory and customer outcome measures.
• Provide senior oversight across complex claims, including a small personal portfolio, so customer, operational and regulatory issues are managed effectively and escalations are resolved with sound judgement.
• Build a high-performing and accountable leadership team, developing capability, setting clear expectations and translating operational priorities into effective plans and actions.
• Own the end-to-end claims complaints framework, using root cause analysis and customer insight to reduce recurring issues, strengthening journeys and improving customer outcomes.
• Embed a robust governance, risk and control environment across claims operations, ensuring FCA requirements, Consumer Duty principles and internal standards are consistently understood and applied.
• Use management information across customer, operational, financial and risk measures to improve service levels, indemnity spend, cost to serve and resource management, translating insight into clear interventions.
• Shape the continued transformation of Claims by simplifying processes, championing technology, automation and digital solutions, and influencing senior stakeholders across Claims, Risk, Compliance, Finance and Customer functions.

Qualifications

You’ll Bring

• Strong leadership capability within claims, insurance operations or another regulated customer environment.
• Proven ability to lead through multiple management layers, developing leadership capability and creating high-performing, accountable teams.
• Deep understanding of FCA requirements, Consumer Duty, TCF and wider regulatory and governance expectations within an insurance environment.
• Strong claims knowledge, including operational performance, indemnity control, customer outcomes, complaints and the management of complex claims.
• Strong analytical and commercial capability, with confidence interpreting operational, financial, customer and risk MI and balancing customer, cost and risk outcomes.
• Excellent stakeholder management and transformation experience, with the credibility to influence senior leaders and lead continuous improvement, process optimisation and technology-enabled change.

Nice to Have

• Experience or knowledge of Personal Injury and/or Large Loss claims.
• Experience of owning or significantly influencing complaints frameworks and using root cause analysis to drive improvement.
• Experience working with suppliers or partners to improve performance and customer outcomes.

Additional Information

Belonging at The AA

At The AA, we value the unique perspectives, experiences and ideas that our people bring. We've nurtured a workplace where everyone feels valued, respected and empowered to do their best work.

Through our employee communities and inclusion initiatives, we’ve created opportunities for people to connect, share experiences and influence positive change across the business. This is a place where your voice matters and where you can belong, grow and succeed.

Driven By People, Rewarded By Benefits

• 25 days' annual leave plus bank holidays, the option to buy additional holiday
• Up to 7% employer pension contribution
• Free AA breakdown membership from Day One with 50% discount for family and friends, discounts on AA products including car and home insurance
• 24/7 GP access and wellbeing support for you and your family
• A wide range of employee discounts, including our popular car salary sacrifice scheme