Job Title: Claims Operations Manager - Portals
Function: Legal Claims Services Level:
Management Reports to: Legal Claims Services Director
Salary Range - £47,500 - £68,000
Purpose of Role
As a key member of the Legal Claims Services Leadership Team, the Claims Operations Manager holds operational accountability for the delivery of all claims processed through the OIC and MOJ portals, including the more complex disputes and MOJ portal teams. This role runs the operational line. It is accountable for progressing cases to settlement quickly, productively and at the right cost, and for the leadership, performance and engagement of the claims-handling teams. The role delivers within the legal and technical standard owned by the Technical Claims Leader and to the service standard owned by Service & Operations, focusing relentlessly on throughput, productivity, settlement speed, cost-to-serve and customer outcomes.
Through strong leadership, a continuous-improvement focus and effective cross-functional collaboration, the Claims Operations Manager drives operational excellence and contributes meaningfully to the function’s commercial success.
Key Accountabilities
- Provide operational leadership for all OIC and MOJ portal claims teams, including the disputes function, delivering all throughput, productivity, quality, customer and financial KPIs.
- Own the progression of cases to settlement, executing negotiation, ADR and litigation including liability resolution for OIC cases.
- Execute case movement swiftly where the technical criteria are met, transferring portal fall-outs to the non-portal track without delay.
- Lead, develop and resource high-performing teams of Team Leaders and Coaches; deliver line coaching, performance management and day-to-day capability, supported by the talent frameworks owned by Service & Operations.
- Manage departmental financial plans and contribution performance; drive cost-to-serve efficiency through workflow optimisation and digital enablement, in partnership with Service & Digital Operations.
- Resolve operational escalations and complaints to standard within the teams, feeding root-cause insight to Customer Outcomes (who own the complaints discipline).
- Provide operational performance data and audit support for partner reviews, in support of the Service & Operations partner interface.
Measures
Measure types only; targets are agreed at objective-setting.
- Cost & commercial: OIC cost to serve, P&L revenues & contribution.
- Speed & throughput: case milestone & settlement velocity, settlement ratio (12 / 18 / 24 months), service SLA.
- Value optimisation: claims track optimisation, ADR settlements, litigation ratio & outcomes.
- People: internal promotions, colleague engagement, productivity.
- Customer: Satisfaction, quality of advice, settlement outcomes, rehabilitation effectiveness.
Person Specification
A strong people leader personally motivated by creating team capability and driving performance:
- Credibility to operate and influence at leadership level.
- Acts with drive, pace and passion; able to work in a fast-moving, high-volume environment.
- Takes personal ownership, leads by example and works collaboratively.
- Able to see the bigger picture and manage the detail.
- Pragmatic, logical problem solver who creates clear options and acts decisively.
- Strong interpersonal skills, engaging and inspiring others to follow their lead.
Management Skills
- Proven ability to drive team performance in a process-driven, high-volume environment.
- Ability to move between a strategic and tactical mind-set to reflect the situation.
- Exceptional operational planning and execution capability.
- Advocate of driving success through people management, process excellence, quality and risk management.
- Customer-centric with a track record of driving continuous improvement.
- A natural organiser who sets clear expectations of what good looks like and how it is measured.
- Deploys a range of performance-management techniques to develop people and face into difficult conversations.
- Experience of legal claims is preferred but not essential, the role operates within the technical standard set by the Technical Claims Manager.
Personal Development
In a role at this level it is important to continue self-development and maintain positive
relationships across the business to stay informed of all regulatory and CPR updates. You
will be provided with a PDP based on your annual review, stretched toward senior
operational leadership.
Working Hours & Travel
Monday-Friday, 09:00-17:00. The successful candidate will be required to work on site at least 4 days a week, with the main requirement being visible and strong personal leadership of the office based operation. Occasional travel expenses will be covered by the business.
Equal Opportunities
Minster Law is committed to equality and diversity and being a workplace that creates a sense of belonging for everyone.
We’re an equal opportunity and disability confident employer. All applicants will be considered for employment regardless of age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, neurodiversity, or disability status. You can read more about our commitment to equality and diversity on the Minster Law website.
