Operations Manager

Job Title
Operations Manager
Full Time

We are currently looking for a passionate and motivated individual to join us in the role of Operations Manager. To be successful you will need the drive required to meet and exceed customer expectations, build internal and external relationships and deliver service excellence.

We are currently looking for a passionate and motivated individual to join us in the role of Operations Manager. To be successful you will need the drive required to meet and exceed customer expectations, build internal and external relationships and deliver service excellence.

Basic Purpose and Function

  • To proactively manage operational service delivery across all areas of claims to agreed contractual service levels
  • To ensure all staff within their control are trained and competent to ensure operating to agreed standards and cost control in line with budgeted key performance indicators
  • To challenge current work procedures and recommend process improvements or system developments
  • Document systems of work which incorporate the business area under their control which details staff competencies, agreed operational standards and key performance indicators

Key Tasks

  • Team Working
    • Ensure that all interdepartmental process handoffs are documented and managed with both upstream and downstream issues being addressed to the benefit of the company and its clients
    • Ensure that staff under their control work as a team and not in isolation to the general detriment of the clients or company
    • Ensure that all changes to corporate, client and operational procedures are communicated effectively in good time both internally, and externally where appropriate
  • Cost Control
    • To ensure that operational performance is achieved in line with budgeted key performance indicators to make sure that the budgeted cost per process is achieved
    • To monitor client actual versus budget revenue performance and highlight internally, and externally where appropriate, both under and over performance
  • Operational Performance
    • Implement a documented system of work that provides direction to staff and provides a framework in which performance and compliance with service levels can be monitored
    • Manage work states to ensure that work is completed to agreed standards in line with key performance indicators
    • Ensure that key performance indicators are monitored and regularly defined within systems of work and poor performance is addressed
    • Ensure that productivity targets are met for each process and that each member of staff under their control performs to agreed minimum levels as defined within systems of work
    • Demonstrate continual improvement in terms of productivity and/or service delivery
  • Resource Planning
    • Project expected volumes per process based on experience including past volumes, new business, seasonal variations and likely variations due to external events
    • On a weekly basis using current performance levels for each process team, expected levels of absence and committed training hours produce a plan that maintains the work state in line with agreed standards
    • Measure performance against weekly resource plans to enable enhancements to the resource planning model and methodology
  • Management Information
    • Provide management information to clients, as required by agreed schedules, to demonstrate performance against agreed contracted service levels
    • Provide management information including system information, audit results and internal appraisals to allow the assessment of staff under their control
    • Ability to run source data to demonstrate operational performance against contracted service levels (Excel, Visual Basics or other)
    • Ensure all source information relating to staff deployment is maintained up to date with any changes being communicated in good time to allow the continuing production of accurate management information
  • Client Relationships
    • Establish and maintain a communication framework and ensure it is used effectively, this will include visits to client operations across the UK
    • Manage upwards to ensure that senior management are informed about issues before they escalate and can intervene as appropriate
    • Establish regular reporting procedures, both formal and informal, and ensure they are used at all times
    • Promote understanding of each others business practices and ensure this remains current

Qualifications, Knowledge and Experience


  • Proven experience of leading, motivating and developing a medium to large team
  • Experience of resolving complex customer problems / issues / complaints
  • Proven understanding of customer service processes and systems
  • Ability to complete Root Cause Analysis and make improvements to operational efficiencies and costs.
  • Ability to prioritise and plan resources in response to customer / business drivers
  • Ability to prioritise own and team work load to meet service level agreements / targets
  • Experience in running an outsourcing operation
  • Supervisory / team leading experience in a call centre / claims operation
  • Motor claims background

Functional/Technical Skills

  • Systems of work
  • Handling systems
  • Microsoft Office (Word/Excel/PowerPoint/Visio)
  • Legislation / Regulation
  • Fraud
  • Liability
  • Reserving
  • Quantum
  • Litigation
  • Business Operations

Generic Competencies

  • Communication
  • Results Focus
  • Client Focus
  • Developing Self and Others
  • Problem Solving
  • Quality Focus
  • Commercial Awareness
  • Systems of Work
  • Handling Systems

Specific Competencies

  • Planning and Organising
  • Leadership

To apply, please email us here with a copy of your CV

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