Operations Manager

Claims & Operations Manager | High-growth InsurTech MGA | Hybrid (Bristol) | Full-Time | 50-65K + bonus

About the Company

As our Operations Manager, you will be responsible for the effective day-to-day delivery and continuous improvement of our operations function. We are looking for a strong team-player to sit across both operational strategy and practical execution, ensuring our services remain fair, fast, and transparent. You'll be working with and learning from our brilliant COO, and be well-placed to move up the firm rapidly.

We are a fast-growing insurance business committed to genuinely changing the insurance market - we're targeting 3x headcount growth this year alone, and need people who're keen to take ownership of processes and really make a difference. This role is a key part of our journey from start-up flexibility to scale-up discipline, focusing on driving process improvement and people development across the operation. We need an organised, bright, and proactive Operations Manager to join the team and help us build out the systems and structures that will take us to 50+ people.

About the Role

You'll support in leading a team of Claims Handlers, you will ensure that claims are handled efficiently, compliantly, and with genuine empathy. You will own the SLAs and KPIs that define our success, proactively identifying risks to service delivery and implementing corrective actions.

Reporting to the Head of Operations, you will balance the big picture of process enhancement with the hands-on management of workload distribution and complex case escalations. We are looking for someone who thrives on improving speed and quality while maintaining a strong, accountable team culture.

Responsibilities

• Lead, motivate, and develop a team to deliver high-quality outcomes through regular coaching and performance reviews.
• Own and monitor claims SLAs, including turnaround times, backlog levels, and resolution quality.
• Continuously review workflows to identify bottlenecks and lead initiatives that enhance the customer experience.
• Ensure all activities comply with internal policies and regulatory requirements while promoting a strong control environment.
• Prepare regular MI and analysis on productivity and SLA performance to share with the wider business.
• Collaborate with underwriting, partnerships, and technical delivery teams to support collective operational objectives.
• Act as the primary point of contact for complex, high-value, or sensitive claims and complaints.

Required Skills

• Proven capability in people leadership and performance management within a regulated environment.
• Significant experience in claims handling or a closely related operational role.
• Demonstrated success in improving operational performance and service delivery.
• An analytical mindset with strong attention to detail and experience working with claims systems and MI.
• A clear, confident communicator who can influence stakeholders and balance speed with quality.

Preferred Skills

Fluent in friendly, informative chats and smart solutions. You are an adaptable leader who can foster a positive team culture while remaining focused on rigorous standards. You bring energy and focus to the implementation of new systems and tools, always seeking frontline insight to inform better ways of working.