Operations Manager Niche and DER
il y a 4 jours
Preston
Claims UK & Ireland | Niche & DER DivisionRemote / HybridReporting to: Operations DirectorLead Operational Excellence. Drive Performance. Shape the Future. \n Are you a proven insurance operations leader with a passion for people, performance, and continuous improvement? \n 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. \n 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 DoingInspire and Develop High-Performing Teams\n\n • Lead, mentor and coach Team Managers across remote and hybrid locations.\n, • Create a culture built on accountability, engagement, collaboration and continuous improvement.\n, • Support performance management through regular coaching, feedback and development planning.\n, • Identify and nurture future talent, ensuring succession plans are in place across the division.\nDrive Operational Performance\n\n, • Deliver key operational and telephony KPIs across the business.\n, • Develop resourceful and innovative plans to optimise performance, including surge planning and capacity management.\n, • Partner with the Resource Planning Manager to develop recruitment and workforce strategies aligned to future growth.\n, • Work closely with recruitment teams to maintain strong candidate pipelines and workforce readiness.\nTransform Processes and Improve Efficiency\n\n, • Identify opportunities to streamline processes from policy inception through to claim resolution.\n, • Analyse operational data, trends and performance metrics to identify inefficiencies and drive improvement initiatives.\n, • Partner with cross-functional teams across Niche and DER to implement automation and process enhancements.\n, • Champion a culture of innovation and operational excellence.\nEnsure Compliance and Risk Management\n\n, • Maintain robust compliance standards across all operational activity.\n, • Ensure adherence to regulatory requirements, company policies and industry best practice.\n, • Stay informed of market and legislative changes, implementing operational adjustments where required.\n, • Conduct regular audits and reviews to mitigate operational risk and maintain quality standards.\nDeliver Exceptional Customer Outcomes\n\n, • Collaborate with customer service teams to effectively manage customer enquiries, complaints and escalations.\n, • Champion initiatives that enhance the customer journey and overall experience.\n, • Analyse customer feedback, NPS and customer outcome measures to implement meaningful improvement plans.\n, • Drive market-leading customer satisfaction and Trustpilot performance.\nContribute to Strategic Growth\n\n, • Support the delivery of strategic business objectives and operational plans.\n, • Manage departmental budgets effectively and deliver against financial targets.\n, • Identify emerging market trends, growth opportunities and competitive threats.\n, • Provide operational insight that supports business development and revenue growth.\n\n #INDUKI Knowledge and Abilities:What We're Looking ForExperience\n\n • Proven success in an insurance operations leadership role.\n, • Strong experience within Property, Niche or related insurance sectors.\n, • Demonstrable track record of driving operational improvements and delivering business results.\n, • Experience leading large teams through Team Managers in remote and hybrid environments.\n, • Strong understanding of insurance products, underwriting principles and claims processes.\n, • Knowledge of insurance regulation, compliance frameworks and risk management practices.\nSkills & Attributes\n\n, • Inspirational leadership style with the ability to motivate and influence teams at all levels.\n, • Strong commercial awareness and strategic thinking capability.\n, • Excellent decision-making, problem-solving and conflict-resolution skills.\n, • Data-driven approach with strong analytical and reporting capabilities.\n, • Outstanding communication and stakeholder management skills.\n, • Ability to manage multiple priorities in a fast-paced environment.\n, • Passion for delivering exceptional customer experiences.\n, • Adaptable, resilient and comfortable leading change initiatives.\n, • Commitment to maintaining the highest ethical and professional standards.\n\n Benefits\n Career & Purpose \n\n • Davies Innovation Lab\n, • Leadership training programme\n, • Funding for professional qualifications\n, • Thrive at Davies; learning opportunities\n\n Environmental & Social \n\n • The Davies Foundation\n, • Local charity funding\n, • Pennies To Heaven\n, • Employee Resource Groups\n, • Employee volunteering programme\n\n Financial Health \n\n • Pension, 5% employee and 5% employer contribution\n, • My Choices at Davies provides; High Street discounts and Financial wellbeing hub\n, • Life assurance: x4\n, • Refer a Friend\n, • Cycle to Work Scheme\n, • Lease car salary sacrifice\n, • Davies Incentive Plan\n, • Enhanced maternity, paternity and adoption pay\n\n Mental, Physical & Emotional Wellbeing \n\n • Wellbeing centre; move, munch, money & mind focus\n, • Discounts with 100's of UK retailers\n, • EAP; 24/7 confidential helpline\n, • 25 days holiday, increases to 26 days after 5 years and 27 after 10 years\n, • Flexible working\n, • Dress for your day\n, • Inclusive employment policies eg. Menopause, fostering friendly, fertility, sabbatical policy and baby loss and miscarriage\n, • Flexible benefits include; holiday purchase plan and a opportunity to purchase heath cash plan and BUPA dental plan\n