Claims Operations Manager

Home Claims Operations Manager

Location: Leicester (Hybrid – 1‑2 days a week in the office)

Reporting to: Head of Home Claims Operations

Role Overview: You will lead and develop a high‑performing team of Leaders and Handlers across the UK, driving operational excellence, managing property claims, and ensuring fair, fast and accurate outcomes.

• Lead and motivate Home Claims Team Leaders and their Claims Handlers across multiple sites, championing a first‑contact resolution mindset and an empathy‑driven culture.
• Maintain high technical standards of accuracy, reserving and indemnity control in all claims.
• Own the execution and embedment of new processes and operational improvements, ensuring regulatory compliance and quality assurance standards are met and exceeded.
• Analyse data insights to identify trends, opportunities and performance gaps, turning insight into action and supporting wider business change, including systems improvements, digital journey enhancements and operational design projects.
• Oversee operations with supplier partners, aligning them to expectations, meeting KPI’s, and improving settlement efficiency and leakage control.
• Co‑create an engaged culture, inspiring, coaching and developing teams to deliver strong performance and open communication.

• Extensive technical expertise in Home Claims (personal lines) with a strong commercial understanding and a track record of controlling indemnity spend.
• Proven operational leadership in high‑performing, customer‑focused teams, with experience in process change and performance improvement.
• Strong analytical skills, interpreting data and MI to drive decision‑making.
• Experience managing outsourced relationships and aligning them to business objectives.
• Capability to handle surge/unusual events and motivate teams to maintain performance during such periods.

• Recruiter screening call.
• Virtual 1st stage interview with hiring leader (case study).
• Virtual 2nd interview with the Home Claims Director.

• Competitive salary plus £5k car allowance.
• Flexible hybrid working.
• Annual 4
  
  Cs performance bonus scheme.
• Private medical insurance (PMI) for Band 4 and beyond.
• Financial wellbeing package – life assurance, income protection, matched pension contributions, and additional benefits.
• Mental wellbeing programme – Thrive app, 24/7 support, in‑house first aiders, and support groups.
• 27 days annual leave + bank holidays, with option to buy or sell a week; health‑care cashback, dental plans, and other perks.

Regrettably we are unable to offer sponsorship for this role.

We are a Disability Confident employer and welcome applications through the Disability Confident Scheme (DCS). Refer to our inclusive business page for more information.

Hastings Group is an equal opportunities employer. We treat people fairly and welcome applications from all suitably skilled persons regardless of gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. A thorough referencing process, including credit and criminal record checks, will be conducted.