Operations Manager

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Operations Manager

Department: Claims Management

Employment Type: Permanent - Full Time

Location: Leeds

Description

We are recruiting for a position of Operations manager. In this role, you will play a pivotal role in leading our claims operations. You will have the opportunity to shape your area of the operation, develop new processes/strategies and drive improvement across our Motor Claims operation as a direct result.

What will your day look like:

• Day to Day operational responsibility for our technical claim handling teams in Motor covering all TP elements of Motor claims including credit hire and personal injury.
• Using available MI to identify trends on claims including, extended lifecycle, complaints, process issues and putting in place corrective action plans to improve performance
• Monitoring Team Leaders and team performance against Client service level agreements, internal key performance indicators and agreed operational business objectives.
• Owning operational remedial action plans on behalf of nominated teams generated from internal and external audit, business improvement programmes, customer satisfaction surveys and customer dissatisfaction root cause analysis. Working to ensure complaints are identified and recorded. Also, acting as the escalation point for complaints.
• Ensuring that work levels are evenly distributed across the teams implementing work reallocation strategies where appropriate to ensure effective Work in Progress management.
• Working towards agreed budgeted revenue and costs. Construct and effectively manage team budgets.
• Manage change within the department through system, process changes and client improvement plans
• Monitor the unit's team performance against the agreed Client service level, internal key performance indicators and agreed operational business objectives.
• Drive pro-activity of claims handling throughout the unit ensuring that claims are being managed and lifecycle being minimised
• Take overall responsibility for ensuring data integrity within systems is accurate at all times

Knowledge and Abilities:

• Min 5 years of insurance claim experience in a leadership or managerial role.
• Evidence of demonstrating organisational change.
• Evidence of utilizing and managing against appropriate Management Information.
• Evidence of working successfully in a fast paced and changing environment where flexibility is required to accommodate peaks and troughs in workload.
• Understanding of all regulatory issues (people, FSA, Data Protection, TCF, Consumer Duty etc)
• Confident with technology, with a good working knowledge of Microsoft Office products.
• Effective and confident presentation skills and ability to influence.
• Resilience and ability to take calculated risks.
• Proven ability to work with senior management, claims/legal professionals, other insurers, brokers, affiliated companies and clients.
• Excellent organisational skills and the ability to work on multiple tasks concurrently
• Self motivated and able to motivate others.

Benefits

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; hybrid, work from home or join a collaborative office space
• 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