Operations Manager

Davies Birmingham, England, United Kingdom

Join to apply for the Operations Manager role at Davies

Davies Birmingham, England, United Kingdom

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Join to apply for the Operations Manager role at Davies

35 hours per week

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 Casualty (including Disease) Claims operation as a direct result.

Final date to receive applications: 3 June 2025

Department: Claims Management

Location: Birmingham

• Day to Day operational responsibility for our technical claim handling teams in Casualty, longtail and shorttail Disease and a small proportion of Motor claims.
• 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

• 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, with a specific focus on Excel (the ability to use Excel analysis tools would be of benefit)
• 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.

• Davies Innovation Lab
• Leadership training programme
• Funding for professional qualifications
• Thrive at Davies; learning opportunities

• The Davies Foundation
• Local charity funding
• Pennies To Heaven
• Employee Resource Groups
• Employee volunteering programme

• Pension, 5% employee and 5% employer contribution
• My Choices at Davies provides;
  High Street discounts and Financial…