Operations Manager (Insurance)

TL;DR

Operations Manager (Insurance): Managing operational aspects of TMS and claims management with an accent on service delivery, regulatory compliance, and team leadership. Focus on optimizing operational efficiency, managing KPIs, and ensuring high standards of customer service across multiple locations.

Location: Hybrid (Glasgow); Must be a sole British National or dual national with British citizenship; covers teams in Glasgow, Stoke, Preston and remote workers.

Company

A specialist professional services and technology firm partnering with leading insurance and highly regulated global businesses to manage risk and transform core business processes.

What you will do

• Oversee daily operations including client management, team capacity, complaint strategy, and overall service delivery.
• Manage, train, and motivate a team of Team Leaders and claims handlers.
• Develop and implement operational policies, procedures, and risk management strategies to ensure efficiency.
• Monitor KPIs to track performance and identify areas for continuous improvement.
• Ensure high standards of customer service by addressing client enquiries and feedback promptly.
• Support the Divisional Director with operational budget management and cost optimization.

Requirements

• British Citizenship is mandatory (Sole or Dual National) due to national security requirements.
• No restrictions on working in the UK.
• Proven experience in operational management and team leadership.
• Ability to manage relationships with internal and external customers and suppliers.
• Strong capacity for data-driven decision-making to drive operational change.
• Knowledge of industry regulations, licensing requirements, and health and safety standards.

Culture & Benefits

• Reward platform with discounts for over 800 retailers.
• 25 days holiday (increasing with service, with option to purchase 5 extra days).
• Funding for professional qualifications and a leadership training programme.
• Pension scheme with 5% employee and 5% employer contribution.
• Comprehensive wellbeing support including a 24/7 confidential helpline and wellbeing centre.
• Flexible working arrangements and inclusive employment policies.

Hiring process

• Application and CV Review.
• Initial Phone Call.
• Interview.
• Offer and Hiring.