Senior Operations Manager – Loss & PI

Location: Basingstoke and Tunbridge Wells (Hybrid working, 3 office days per week)

Employment Type: Permanent

• Annual bonus, car allowance and private medical insurance
• Lead the operational delivery and continued development of our Personal Injury and Large Loss claims functions
• Shape claims transformation through process optimisation, technology and automation, improving customer and commercial outcomes
• Build leadership capability across your teams and influence senior stakeholders across Claims, Risk, Compliance, Finance and Customer functions

For over a century, The AA has been keeping Britain moving. Today, millions of drivers trust us to be there when it matters most, and we're equally committed to supporting the people who make that possible. With a 4.5-star Glassdoor rating, we've built a culture where colleagues are empowered to grow, collaborate and make a real impact for our customers on every journey.

Which has been recognised by Sunday Times "Best Places to Work" for the last two years.

This is a senior leadership opportunity to shape how our Personal Injury and Large Loss claims functions perform and evolve, with a clear focus on excellent customer outcomes, strong commercial performance and robust regulatory standards.

Reporting to the Head of Claims Operations, you’ll lead day-to-day operational delivery across service, complaints, governance, risk and controls, while managing a small personal portfolio of complex claims. You’ll use performance insight, process optimisation and technology to drive continuous improvement and transformation, ensuring FCA expectations, Consumer Duty principles and internal governance standards are embedded in how we work.

Leading through others, you’ll build capability across your leadership teams, create a culture of accountability and customer focus, and work closely with stakeholders across Claims, Risk, Compliance, Finance and Customer functions. You’ll thrive here if you combine sound judgement with strong operational leadership, analytical thinking and the ability to influence at senior level.

• Lead the day-to-day performance of our Personal Injury and Large Loss claims teams, delivering against agreed service, financial, indemnity, regulatory and customer outcome measures.
• Provide senior oversight across complex claims, including a small personal portfolio, so customer, operational and regulatory issues are managed effectively and escalations are resolved with sound judgement.
• Build a high-performing and accountable leadership team, developing capability, setting clear expectations and translating operational priorities into effective plans and actions.
• Own the end-to-end claims complaints framework, using root cause analysis and customer insight to reduce recurring issues, strengthen journeys and improve customer outcomes.
• Embed a robust governance, risk and control environment across claims operations, ensuring FCA requirements, Consumer Duty principles and internal standards are consistently understood and applied.
• Use management information across customer, operational, financial and risk measures to improve service levels, indemnity spend, cost to serve and resource management, translating insight into clear interventions.
• Shape the continued transformation of Claims by simplifying processes, championing technology, automation and digital solutions, and influencing senior stakeholders across Claims, Risk, Compliance, Finance and Customer functions.

• Strong leadership capability within claims, insurance operations or another regulated customer environment.
• Proven ability to lead through multiple management layers,…