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Open nowFirst seen 4 days ago

Operations Manager Niche and DER

Davies283 open roles

Where
Preston, United Kingdom
Work mode
Hybrid
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Your applicationOpen nowOperations Manager Niche and DERDavies · Preston, United Kingdom

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  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

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The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market. Davies postings stay open a median of 1 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 57.8%60 days
This job: first seen 4 days ago

Davies median: 1 days open

The posting

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:

What You'll Be Doing

Inspire and Develop High-Performing Teams

  • 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.

Drive Operational Performance

  • 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.

Transform Processes and Improve Efficiency

  • 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.

Ensure Compliance and Risk Management

  • 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.

Deliver Exceptional Customer Outcomes

  • 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.

Contribute to Strategic Growth

  • 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:

What We're Looking For

Experience

  • 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.

Skills & Attributes

  • 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
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