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

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

Data Governance

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

First Notification of Loss (FNOL)

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

Facilities and Business Operations

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

Qualifications and Experience

Essential

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

Desirable

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

Key Skills

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

Compliance Responsibilities

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

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