Claims Operations Manager

Claims Operations/General Operations Manager

London - Hybrid

I am currently partnered with a leading insurer, who are seeking an Operations Manager to join their business. This role would sit in the Claims Operations department, overseeing business operations including other ad-hoc tasks.

Key Responsibilities

Client Relationship Management

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• Develop and maintain strategic relationships with Panel Solicitors, ensuring effective performance management and contractual governance.
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• Monitor supplier performance against agreed SLAs, KPIs and contractual commitments, implementing corrective actions where service standards are not met.
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• Drive continuous improvement initiatives with Panel firms to enhance service quality, operational efficiency and customer outcomes.
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• Prepare and present management information (MI) and performance reports for both internal and external stakeholders.
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• Act as the primary escalation point for operational issues and service concerns relating to the Panel.
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• Support internal and external audits, ensuring findings and recommendations are addressed promptly and effectively.
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Data Governance

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• Lead First Line data governance and privacy activities across Operations.
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• Maintain data flow maps and support data protection impact assessments, remediation plans and compliance activities.
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• Assist in the investigation, management and resolution of data breaches where required.
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First Notification of Loss (FNOL)

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• Provide operational oversight of the FNOL function, ensuring agreed service levels, quality standards and customer outcomes are consistently achieved.
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• Review and report on SLA breaches and operational incidents, escalating key issues to the UK Head of Operations.
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• Monitor operational performance through MI and reporting, identifying trends, risks and opportunities for continuous improvement.
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• Ensure operational risks, control deficiencies and audit findings are identified, managed and appropriately remediated.
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Facilities and Business Operations

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• Lead facilities management across offices, ensuring safe, compliant and efficient working environments.
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• Maintain compliance with Health & Safety legislation, company policies and regulatory requirements.
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• Manage Office Managers and Health & Safety resources, overseeing facilities, building maintenance and business support services.
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• Ensure annual Health & Safety, fire risk and workplace assessments are completed, with all actions tracked through to completion.
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• Maintain appropriate levels of trained First Aiders and Fire Wardens across all office locations, ensuring certifications remain current.
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• Work closely with Change and Project teams to support strategic initiatives and organisational change programmes.
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• Champion continuous improvement initiatives to enhance operational efficiency, effectiveness and service delivery.
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Qualifications and Experience

Essential

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• Experience leading, supervising or coordinating teams, including supporting individual development and performance.
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• Proven experience managing third-party supplier and service provider relationships.
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• Experience producing management information, reports and presentations for stakeholders.
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• Strong understanding of operational processes, internal controls and risk management principles.
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• Experience supporting audits, governance reviews and compliance activities.
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• Working knowledge of data protection and information governance requirements.
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• Experience leading or coordinating operational improvement initiatives while managing multiple priorities.
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Desirable

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• Experience overseeing office support functions, facilities management or administrative teams.
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• Experience within insurance (particularly UK Employers' Liability claims), financial services or another regulated industry.
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• Experience working with legal suppliers, claims operations or customer service teams.
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• Knowledge of UK GDPR and wider data governance principles.
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• Experience supporting Health & Safety compliance and workplace safety initiatives.
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• A relevant professional qualification in Business Administration, Operations Management, Health & Safety or a related discipline.
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Key Skills

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• Leadership and people management.
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• Supplier and stakeholder relationship management.
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• Strong organisational and planning skills.
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• Knowledge of operational governance, risk and controls.
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• Data protection and information governance expertise.
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• Analytical thinking and problem-solving ability.
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• Excellent communication and presentation skills.
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• Management information and performance reporting.
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• Continuous improvement mindset.
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• Proficient in Microsoft Office applications.
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Compliance Responsibilities

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• Comply with all regulatory and company compliance obligations relevant to the role.
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• Complete mandatory compliance training as required.
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• Utilise available compliance resources to support effective compliance management.
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• Promptly report any compliance concerns, breaches or control failures.
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