Operations Manager Property Adjusting

Department: Claims Management

Employment Type: Permanent - Full Time

Location: Home United Kingdom

Reporting To: Danielle Griffiths

Description

Are you an inspiring operational leader who thrives on developing high-performing teams, improving customer experiences and delivering outstanding business results?

We're looking for an experienced Operations Manager to lead our FAST and Desk Adjusting functions , overseeing a talented team responsible for delivering exceptional claims service to customers and clients. This is a fantastic opportunity for someone who combines strong leadership capability with commercial awareness, operational expertise and a passion for continuous improvement.

As a key member of the leadership team, you'll play a pivotal role in shaping performance, embedding best practice and driving strategic initiatives that support growth, efficiency and service excellence.

What will your day look like:

As Operations Manager, you'll be responsible for creating an environment where people, performance and customer outcomes thrive.

• Lead, inspire and develop the FAST and Desk Adjusting teams, fostering a positive, high-performance culture.
• Coach and support Team Managers and senior colleagues, helping them reach their full potential and build future leadership capability.
• Drive employee engagement, wellbeing and retention through effective leadership and communication.
• Create clear succession plans and development pathways across the function.

• Take ownership of operational performance against key service metrics, including:
  • SLA compliance
  • Customer satisfaction
  • Claim lifecycle management
  • Productivity targets
  • Indemnity spend
  • Quality standards
• Ensure workloads and resources are effectively managed to meet client expectations and business demands.
• Act as a senior escalation point for complex claims, operational issues and client concerns.

• Analyse operational data, MI and performance trends to identify opportunities for improvement.
• Lead initiatives that enhance customer experience, productivity and claim outcomes.
• Drive the successful implementation of new processes, systems and technologies.
• Champion innovation and encourage teams to embrace positive change.

• Ensure claims are handled in line with regulatory, contractual and company requirements.
• Maintain strong quality assurance, compliance and audit controls.
• Manage operational risk effectively while supporting excellent customer outcomes.

• Build strong relationships with insurers, brokers, clients and internal stakeholders.
• Collaborate with technical, field adjusting, quality and client relationship teams to ensure seamless claim delivery.
• Support client retention, growth and profitability objectives through exceptional service delivery.

What Success Looks Like

You'll be accountable for:
• Delivering service, quality and financial performance targets
• Creating highly engaged and motivated teams
• Improving customer and client satisfaction
• Maintaining strong operational governance and compliance
• Building a culture of continuous improvement and accountability
• Supporting business growth through operational excellence
#INDUKI

Knowledge and Abilities:

We're looking for a confident and credible leader who can balance strategic thinking with hands-on operational management.

You'll ideally bring:

• Proven operational leadership experience within insurance, claims handling, loss adjusting or another customer-focused service environment.
• A successful track record leading multi-functional teams and delivering measurable performance improvements.
• Experience developing Team Managers and building high-performing teams.
• Strong understanding of the claims lifecycle, indemnity management and customer service excellence.
• Experience using KPIs, management information and data analytics to drive decision making.
• Demonstrable success managing change, implementing operational improvements and delivering transformation initiatives.
• Strong stakeholder management skills, with the ability to influence at all levels.
• Experience managing client relationships and complex service escalations.
• Knowledge of regulatory and compliance requirements within insurance or financial services.

• Exceptional leadership and people management skills
• Strong communication and relationship-building ability
• Commercial awareness and customer-focused thinking
• Effective problem-solving and decision-making capability
• Excellent planning, organisation and prioritisation skills
• Ability to lead through change and inspire others to embrace it
• Strong analytical and performance management expertise

• Cert CII qualification
• Leadership or management qualification
• Previous experience within loss adjusting or insurance claims operations

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
• 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