We are seeking a dynamic and experienced operational manager to provide strong leadership across our claims handling function. This is a pivotal role focused on delivering a high-quality, trusted claims service that ensures fair outcomes for our members, while optimising team performance against service, quality, and financial targets. The role leads both directly and indirectly, fostering a culture of accountability, collaboration, and continuous improvement.
We are looking for a resilient and emotionally intelligent leader with experience of guiding teams through change and challenge with energy and enthusiasm, while maintaining a clear strategic perspective. This role works closely with stakeholders across the wider business to help shape and enhance the end-to-end claims journey, ensuring best practices are embedded and service excellence is consistently achieved.
This role offers the opportunity to influence both operational performance and cultural development, building engaged, high-performing teams while contributing to wider organisational priorities. It plays a key role in developing talent, driving innovation, and ensuring governance, risk, and compliance standards are upheld.
Role Responsibility
- Lead and support a high-performing Claims Handling team, ensuring strong results across service, quality, and financial targets
- Collaborate with colleagues across the business to improve the end-to-end claims journey and embed best practice
- Resource planning through effective forecasting, trend analysis, and productivity management
- Drive cost control by proactively managing claims spend and challenging third-party costs and supplier performance
- Handle escalated member complaints fairly and consistently, using insights to improve team performance
- Drive continuous improvement to enhance efficiency and deliver better member outcomes
- Create an inclusive, high-performing team environment that supports engagement, development, and future talent
- Ensure adherence to governance, risk frameworks, and regulatory requirements, embedding a strong risk-aware culture
The Ideal Candidate
- Proven operational leader with strong experience managing multi-disciplinary teams
- Demonstrates emotional intelligence, resilience, and the ability to lead effectively through change
- Skilled coach with a passion for developing people and building high-performing teams
- Strong stakeholder management skills with the ability to build effective internal and external partnerships
- Experience in resource planning, performance management, and driving operational efficiency
- Background in customer or member-focused environments with a commitment to service excellence
- Strategic thinker with the ability to balance day-to-day operations with long-term objectives
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