Operations Manager Niche and DER (Insurance Claims)

Location: Preston, UK; hybrid. A 2pm–10pm shift is available to support the emergency response operation.

Company

hirify.global is a specialist professional services and technology firm supporting insurance and other highly regulated businesses with claims, underwriting, risk, customer experience, and digital transformation services.

What you will do

• Lead Team Managers and operational teams within an approximately 250-FTE claims operation, including a 24/7 emergency response contact centre.
• Deliver operational and telephony KPIs through performance management, capacity planning, surge planning, and workforce strategy.
• Identify process inefficiencies, implement automation and process enhancements, and drive continuous improvement.
• Maintain regulatory compliance, operational quality, audit standards, and risk controls.
• Improve customer outcomes by managing escalations, analyzing feedback and NPS, and enhancing the customer journey.
• Support strategic plans, departmental budgets, financial targets, market analysis, and business growth.

Requirements

• Proven leadership experience in insurance operations, preferably within Property, Niche, or related insurance sectors.
• Experience leading large teams through Team Managers in remote and hybrid environments.
• Strong knowledge of insurance products, underwriting principles, claims processes, regulation, compliance, and risk management.
• Demonstrated success in operational improvement and delivery of business results.
• Strong commercial awareness, analytical and reporting skills, decision-making ability, and stakeholder management.
• Adaptable leadership style with the ability to manage change, priorities, conflict, and customer-focused improvement initiatives.

Culture & Benefits

• Hybrid and flexible working with a focus on inclusion, collaboration, and continuous development.
• Leadership training, professional qualification funding, learning opportunities, and access to the hirify.global Innovation Lab.
• Pension with 5% employee and 5% employer contributions, life assurance, incentive plan, and enhanced family leave.
• 25 days of holiday, increasing with service, plus holiday purchase options.
• Wellbeing centre, employee assistance programme, retailer discounts, cycle-to-work scheme, and optional health and dental benefits.
• Employee resource groups, volunteering opportunities, and charitable initiatives through the hirify.global Foundation.

Hiring process

• Application and CV review.
• Initial phone call followed by an interview.
• Offer and hiring decision.