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 ?
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 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
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.
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