Operations Manager Niche and DER

Claims UK & Ireland | Niche & DER DivisionRemote / HybridReporting to: Operations DirectorLead 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.

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• Lead, mentor and coach Team Managers across remote and hybrid locations.
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• Create a culture built on accountability, engagement, collaboration and continuous improvement.
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• Support performance management through regular coaching, feedback and development planning.
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• Identify and nurture future talent, ensuring succession plans are in place across the division.
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• Deliver key operational and telephony KPIs across the business.
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• Develop resourceful and innovative plans to optimise performance, including surge planning and capacity management.
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• Partner with the Resource Planning Manager to develop recruitment and workforce strategies aligned to future growth.
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• Work closely with recruitment teams to maintain strong candidate pipelines and workforce readiness.
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• Identify opportunities to streamline processes from policy inception through to claim resolution.
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• Analyse operational data, trends and performance metrics to identify inefficiencies and drive improvement initiatives.
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• Partner with cross-functional teams across Niche and DER to implement automation and process enhancements.
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• Champion a culture of innovation and operational excellence.
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• Maintain robust compliance standards across all operational activity.
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• Ensure adherence to regulatory requirements, company policies and industry best practice.
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• Stay informed of market and legislative changes, implementing operational adjustments where required.
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• Conduct regular audits and reviews to mitigate operational risk and maintain quality standards.
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• Collaborate with customer service teams to effectively manage customer enquiries, complaints and escalations.
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• Champion initiatives that enhance the customer journey and overall experience.
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• Analyse customer feedback, NPS and customer outcome measures to implement meaningful improvement plans.
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• Drive market-leading customer satisfaction and Trustpilot performance.
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• Support the delivery of strategic business objectives and operational plans.
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• Manage departmental budgets effectively and deliver against financial targets.
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• Identify emerging market trends, growth opportunities and competitive threats.
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• Provide operational insight that supports business development and revenue growth.
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#INDUKI

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• Proven success in an insurance operations leadership role.
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• Strong experience within Property, Niche or related insurance sectors.
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• Demonstrable track record of driving operational improvements and delivering business results.
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• Experience leading large teams through Team Managers in remote and hybrid environments.
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• Strong understanding of insurance products, underwriting principles and claims processes.
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• Knowledge of insurance regulation, compliance frameworks and risk management practices.
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• Inspirational leadership style with the ability to motivate and influence teams at all levels.
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• Strong commercial awareness and strategic thinking capability.
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• Excellent decision-making, problem-solving and conflict-resolution skills.
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• Data-driven approach with strong analytical and reporting capabilities.
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• Outstanding communication and stakeholder management skills.
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• Ability to manage multiple priorities in a fast-paced environment.
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• Passion for delivering exceptional customer experiences.
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• Adaptable, resilient and comfortable leading change initiatives.
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• Commitment to maintaining the highest ethical and professional standards.
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Career & Purpose

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

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

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• Pension, 5% employee and 5% employer contribution
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• My Choices at Davies provides; High Street discounts and Financial wellbeing hub
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• Life assurance: x4
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• Refer a Friend
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• Cycle to Work Scheme
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• Lease car salary sacrifice
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• Davies Incentive Plan
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• Enhanced maternity, paternity and adoption pay
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Mental, Physical & Emotional Wellbeing

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• Wellbeing centre; move, munch, money & mind focus
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• Discounts with 100's of UK retailers
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• EAP; 24/7 confidential helpline
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• 25 days holiday, increases to 26 days after 5 years and 27 after 10 years
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• Flexible working
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• Dress for your day
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• Inclusive employment policies eg. Menopause, fostering friendly, fertility, sabbatical policy and baby loss and miscarriage
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• Flexible benefits include; holiday purchase plan and a opportunity to purchase heath cash plan and BUPA dental plan
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