SKILLS REQUIRED

• Technical Knowledge: A thorough understanding of the end-to-end Subsidence claims process and deep technical knowledge are crucial
• Collaborative and Results-Oriented: Being collaborative, results-oriented, resilient, flexible, and adaptable with the ability to influence
• Stakeholder Management: Excellent and experienced stakeholder management and networking skills
• Leadership and Motivation: The ability to lead, mentor, and motivate teams to achieve productivity and engagement
• Analytical and Strategic Mindset: Strong analytical and strategic thinking skills
• Business Processes and Insurance Philosophies: Knowledge of business processes and insurance philosophies
• Communication Skills: Excellent communication skills to manage relations with clients, partners, and other stakeholders
• Adaptability: The ability to work in a fast-paced and changing environment
• Experience in Claims and Insurance: Extensive claims and insurance expertise.
• Team Management: Demonstrable experience in leading and managing a team
• Coaching and Mentoring: Proven ability to coach, mentor, and develop employees
• Change Management: Track record of managing change and understanding process re-engineering
• Data Analysis: Expertise in data analysis and MI production
• Client Relationship Management: Experience in account and client relationship management
  Degree level or Equivalent
  Cert CILA or equivalent industry qualifications
  Prepared to work nationally with occasional overnight stays
  Current driving licence with access to a car
  Job Type: Full-time
  Pay: Up to £38,750.00 per year

Benefits:

• Additional leave
• Company pension
• Health & wellbeing programme
• Life insurance
• Private dental insurance
• Sick pay

Application question(s):

• What qualifications do you have in the relevant field?

Experience:

• Subsidence claims: 5 years (required)
• complex Subsidence claims handling : 5 years (required)

Work authorisation:

• United Kingdom (required)

Willingness to travel:

• 25% (preferred)

Work Location: Remote
Reference ID: VN212

ROLE OVERVIEW

This role involves managing a team of Technical Partners who are responsible for both the technical and service aspects of all subsidence claims post-validation. The Operations Manager will oversee the team, ensuring they have sound technical knowledge, understand the end-to-end process, and can evaluate the team’s training needs.
Responsibility is for evaluating and analysing their performance, planning and managing improvements within the team. To be successful in this role, the Operations Manager should be a responsible leader with an analytical and strategic mind and have a broad knowledge of the business. They are committed to productivity, compliance, and removing waste. The goal will be to ensure that the team runs smoothly, that people are productive, and they work towards key goals and values, focusing on continuous improvement in processes, systems, behaviours, and people.

KEY RESPONSIBILITIES

• Implement business strategy with others in the Leadership Team.
• Design and implement processes, philosophies, and standards that align with the overall strategy.
• Support customer service operations and find ways to ensure client retention.
• Ensure compliance with all required standards, including health and safety, client regulations, and industry regulations.
• Manage relations with clients, partners, and other stakeholders.
• Evaluate risk and lead quality assurance efforts.
• Ensure optimum expense management to support the organisation’s budget goals.
• Mentor and motivate teams to achieve productivity and engagement. Focus on continuous improvement in processes, systems, behaviours, and people.
• Drive improvement in operational efficiency, including how internal and external resources are utilised across different perils, working closely with wider operations.
• Develop and provide feedback to individual staff, ensuring everyone has a Personal Development Plan (PDP) and understands their development areas across different perils.
• Encourage a culture of open management, empowering staff to take responsibility for their claims and workloads.
• Ensure each member of staff understands their role and how they deliver excellent customer service.
• Evaluate processes and contribute suggestions to improving working practices.