Operations Manager

We are a growing, technology-led consumer claims group operating across regulated and non-regulated claims environments. Our businesses specialise in managing high-volume consumer claims processes with a strong focus on operational excellence, compliance, and customer outcomes.

We are investing heavily in automation, data intelligence, and AI-supported workflows to create scalable, efficient, and high-performing claims operations. This role sits at the heart of that operational growth.

We are looking for people who want to make a difference, people who take ownership, stay curious, and help move our business forward.

As part of our Operations team, you will play a key role in driving processes, operational excellence, and contributing to a fast-moving environment powered by technology and intelligent processes.

We are a technology-led business with cutting-edge systems, automation, and AI-assisted workflows. We welcome people who enjoy working in a modern, digital-first environment and who feel energised by using technology to solve problems, streamline processes, and drive continual improvement.

• Oversee the day-to-day running of high-volume consumer claims operations
• Monitor workflow queues, volumes, and service levels
• Identify bottlenecks and implement corrective action
• Ensure adherence to SLAs, KPIs, and regulatory standards
• Maintain high standards of quality control and case progression

• Identify and implement process improvements across the claims lifecycle
• Use data and MI to improve performance and efficiency
• Champion automation, system improvements, and smarter ways of working
• Support implementation of new operational processes and tools

• Work closely with senior leadership and cross-functional teams
• Ensure compliance with internal processes and regulatory requirements

We are looking for someone who
:

• Has experience in operations, claims, legal, financial services, or a similar processing environment
• Has experience managing or supervising a team
• Is comfortable working with automation, CRM systems, or workflow tools
• Is highly organised with strong attention to detail
• Is confident managing KPIs, performance, and team output
• Is a strong communicator who can engage at all levels
• Is data-driven and comfortable using systems and reporting tools
• Has experience leading process or continuous improvement initiatives
• Is proactive, solutions-focused, and comfortable driving change

• Experience in airline claims, legal claims, or regulated environments
• 20 days annual leave + bank holidays
• Opportunity to lead and shape a core operational function
• Hands-on experience in a tech-enabled, data-driven business
• Exposure to automation, AI-supported workflows, and modern systems

Career Growth
:
You will grow your career while being part of a company that is pioneering AI-driven innovation and automation across multiple industries.

Supportive Culture
:
You'll be part of a collaborative, high-performance team where knowledge-sharing and mentoring are part of our DNA. We offer a fun, inclusive, and fast-paced environment where your ideas are not only heard they’re encouraged.

Modern Practice
:
Work with advanced
AI-powered tools
, streamlined workflows, and full administrative support.

Strategic Expansion
:
With ambitious growth plans and a national footprint, we offer exciting long-term opportunities in a dynamic firm.

Equality, Diversity & Inclusion
:
We are an equal opportunities employer and are committed to creating an inclusive and supportive working environment. Applications are welcomed from all suitably qualified individuals.

* This job specification may be reviewed and updated periodically to reflect the evolving needs of the business.