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 ?
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.
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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
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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.
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
We are a specialist professional services and technology firm, working in partnership with leading insurance, highly regulated and global businesses.
We help our clients to manage risk, operate their core business processes, transform and grow. We deliver professional services and technology solutions across the risk and insurance value chain, including excellence in claims, underwriting, distribution, regulation & risk, customer experience, human capital, digital transformation & change management.
Our global team of more than 8,000 professionals operate across ten countries, including the UK & the U.S. Over the past ten years Davies has grown its annual revenues more than 20-fold, investing heavily in research & development, innovation & automation, colleague development, and client service. Today the group serves more than 1,500 insurance, financial services, public sector, and other highly regulated clients.
