Operations Manager Niche and DER
6 days ago
Preston
Description Department: Claims Management Location: Preston Description 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. • 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. #INDUKI • 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., • 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., • Davies Innovation Lab, • Leadership training programme, • Funding for professional qualifications, • Thrive at Davies; learning opportunities, • The Davies Foundation, • Local charity funding, • Pennies To Heaven, • Employee Resource Groups, • Employee volunteering programme, • 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, • 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 #J-18808-Ljbffr