Operations Manager Niche and DER

Operations Manager Niche and DER

Department: Claims Management

Employment Type: Permanent - Full Time

Location: Preston

Reporting To: Bethany Lundie

Claims UK & Ireland | Niche & DER Division
Remote / Hybrid
Reporting to:
Operations Director Lead Operational Excellence. Drive Performance. Shape the Future.

Are you a proven insurance operations leader 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.

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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

• 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.

• Inspirational leadership style with the ability to motivate and influence teams at all levels.
• Strong commercial…