Arriva is one of Europe's leading passenger transport organisations, employing more than 60,000 people and delivering over 2.2 billion passenger journeys across 14 countries every year. With a proud heritage dating back to 1938 and following its acquisition by I Squared in 2024, Arriva is entering an exciting new phase of growth and transformation.
We are now looking for a Senior Operations Manager to join our Transcare Solutions team and play a key role in shaping the future of our UK insurance, incidents and claims function.
Reporting to the Head of Transcare Solutions, you will provide both operational and strategic leadership across the incidents and claims function, supporting the effective management of people, processes, systems and supplier relationships that underpin Arriva's UK insurance provision.
As a senior leader within the team, you will drive operational performance, continuous improvement and stakeholder engagement, while helping to ensure the function delivers a high-quality, compliant and commercially focused service. You will also act as deputy to the Head of Transcare Solutions on operational matters when required.
This role will be on a hybrid working basis, a minimum of 3 days per week in the Liverpool depot (Green Lane) or from our Sunderland (Doxford) office, with the remainder focused on where you can best deliver for your colleagues while maintaining a healthy work-life balance.
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Support the delivery of operational and strategic objectives across the incidents and claims function.
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Drive performance against operational KPIs, ensuring high standards of service delivery, data quality and stakeholder engagement.
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Lead and support continuous improvement initiatives, embedding best practice and operational excellence across the function.
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Build and maintain strong relationships with internal stakeholders, insurers, suppliers and external partners.
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Manage supplier performance through contract reviews, service reviews, SLA monitoring and benchmarking activities.
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Support the management of Arriva's UK insurance programme, including insurance renewals and ongoing policy administration activities.
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Lead, coach and develop teams, fostering a culture of accountability, collaboration, inclusion and high performance.
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Provide line management to the Central Administration Team and cover for other team leaders when required.
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Analyse claims, incidents and operational performance data to identify trends, risks and opportunities for improvement.
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Champion digital adoption and act as a key point of contact for Transcare's digital systems and platforms.
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Support governance, assurance and compliance activities, ensuring adherence to relevant legislation, company policies and industry standards.
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Represent Transcare Solutions at internal governance forums, supplier meetings and external industry events as required.
We're looking for a motivated and experienced operational leader with a strong background in insurance, claims or legal services.
You will be able to demonstrate:
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Extensive experience managing motor and liability claims from inception through to settlement, including personal injury, property damage and credit hire claims.
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Significant leadership experience within an insurance, claims, legal or risk management environment.
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Proven ability to lead operational performance, drive service improvements and deliver measurable outcomes.
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Strong stakeholder management skills, with experience building effective relationships across complex organisations and supplier networks.
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Experience leading business change, transformation or continuous improvement initiatives and successfully embedding new ways of working.
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Strong analytical skills, with the ability to interpret data, identify trends and make evidence-based recommendations.
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Experience coaching, developing and managing high-performing teams.
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Sound knowledge of insurance claims handling, governance, compliance and risk management principles.
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Knowledge of insurance renewal processes and insurance programme administration.
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Excellent communication and influencing skills, with the ability to engage confidently at all levels.
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Strong digital literacy, including Microsoft 365 applications and operational systems.
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Experience delivering operational improvement projects or supporting programme delivery.
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Formal qualifications in Change Management, Project Management or related disciplines.
This is an exciting opportunity to join a business undergoing significant transformation and play a key role in driving operational excellence across a critical function. You'll have the opportunity to influence strategy, lead change, develop people and make a tangible impact within a large, international organisation.
