Operations Manager Niche and DER

Location: Pitlochry

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…