Job Description

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Description

Operations Manager

Glasgow/hybrid

35 hours per week

We are recruiting for a position of Operations Manager. In this role, you will play a pivotal role in leading our claims operations. You will have the opportunity to shape your area of the operation, develop new processes/strategies and drive improvement across our Casualty (including Disease) Claims operation as a direct result.###

Key Responsibilities

Day to Day operational responsibility for our technical claim handling teams in Casualty, longtail and shorttail Disease and a small proportion of Motor claims. Using available MI to identify trends on claims including, extended lifecycle, complaints, process issues and putting in place corrective action plans to improve performance Monitoring Team Leaders and team performance against Client service level agreements, internal key performance indicators and agreed operational business objectives. Owning operational remedial action plans on behalf of nominated teams generated from internal and external audit, business improvement programmes, customer satisfaction surveys and customer dissatisfaction root cause analysis. Working to ensure complaints are identified and recorded. Also, acting as the escalation point for complaints. Ensuring that work levels are evenly distributed across the teams implementing work reallocation strategies where appropriate to ensure effective Work in Progress management. Working towards agreed budgeted revenue and costs. Construct and effectively manage team budgets. Manage change within the department through system, process changes and client improvement plans Monitor the unit's team performance against the agreed Client service level, internal key performance indicators and agreed operational business objectives. Drive pro-activity of claims handling throughout the unit ensuring that claims are being managed and lifecycle being minimised Take overall responsibility for ensuring data integrity within systems is accurate at all times


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Skills, Knowledge & Expertise

Min 5 years of insurance claim experience in a leadership or managerial role. Evidence of demonstrating organisational change. Evidence of utilizing and managing against appropriate Management Information. Evidence of working successfully in a fast paced and changing environment where flexibility is required to accommodate peaks and troughs in workload. Understanding of all regulatory issues (people, FSA, Data Protection, TCF, Consumer Duty etc) Confident with technology, with a good working knowledge of Microsoft Office products, with a specific focus on Excel (the ability to use Excel analysis tools would be of benefit) Effective and confident presentation skills and ability to influence. Resilience and ability to take calculated risks. Proven ability to work with senior management, claims/legal professionals, other insurers, brokers, affiliated companies and clients. Excellent organisational skills and the ability to work on multiple tasks concurrently Self motivated and able to motivate others.


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Job Benefits

Career & Purpose

Davies Innovation Lab Leadership training programme Funding for professional qualifications Thrive at Davies; learning opportunities

Environmental & Social

The Davies Foundation Local charity funding Pennies To Heaven Employee Resource Groups Employee volunteering programme

Financial Health

Pension, 5% employee and 5% employer contribution My Choices at Davies provides; High Street discounts and Financial wellbeing hub Life assurance: x4 Refer a Friend Cycle to Work Scheme Lease car salary sacrifice Davies Incentive Plan Enhanced maternity, paternity and adoption pay

Mental, Physical & Emotional Wellbeing

Wellbeing centre; move, munch, money & mind focus Discounts with 100's of UK retailers EAP; 24/7 confidential helpline 25 days holiday, increases to 26 days after 5 years and 27 after 10 years Flexible working; hybrid, work from home or join a collaborative office space Dress for your day Inclusive employment policies eg. Menopause, fostering friendly, fertility, sabbatical policy and baby loss and miscarriage Flexible benefits include; holiday purchase plan and a opportunity to purchase heath cash plan and BUPA dental plan


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About Davies

We are a specialist professional services and technology firm, working in partnership with leading insurance, highly regulated and global businesses.



We help our clients to manage risk, operate their core business processes, transform and grow. We deliver professional services and technology solutions across the risk and insurance value chain, including excellence in claims, underwriting, distribution, regulation & risk, customer experience, human capital, digital transformation & change management.



Our global team of more than 8,000 professionals operate across ten countries, including the UK & the U.S. Over the past ten years Davies has grown its annual revenues more than 20-fold, investing heavily in research & development, innovation & automation, colleague development, and client service. Today the group serves more than 1,500 insurance, financial services, public sector, and other highly regulated clients.