Operations Manager Niche and DER




Department: Claims Management




Employment Type: Permanent - Full Time




Location: Preston




Reporting To: Bethany Lundie




Description




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.




What will your day look like:

• 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




Knowledge and Abilities:

• 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.

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


• 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