Operations Manager

Our reputable client in Diss is seeking an Operations Manager to join their team in Diss, Norfolk.

For this Operations Manager role, it is essential for the successful candidate to have a background in Credit Hire or Motor Insurance.

About the Role:

The Operations Manager is responsible for the day-to-day running of our Head Office claims function. You’ll be the first point of contact for our partners, stakeholders and staff, and will oversee the smooth running of the claims function within our Diss Operation.

This is your chance to make an impact by helping to continuously improve and shape our client’s customer experience and where your contributions will be valued and recognised.

Operations Manager - Key Responsibilities:

• Demonstrate a joined-up approach from the senior management team.
• Work with a wide range of stakeholders at all levels and from various parts of the business.
• Be able to clearly communicate with stakeholders to engage, influence and drive results.
• Delivering exceptional customer service across the business and this is demonstrated by both Google review, Net Promoter Score and Complaints.
• Ensure all monthly reports are completed accurately and within agreed timescales.
• Attend Management meetings to report on operational performance and status across the business.
• You will have full overall responsibility for the FNOL & On hire team including all people management related activities; the financial performance of the team; the quality outputs in addition to adherence to MI completion, service standards and processes across the team.
• You will be a highly motivated, positive individual with a passion for developing people in line with achieving results.
• Management of remote and inhouse team members, ensuring that all invoices move through the process in a timely manner and accurately worked.
• Communicate with Clients, third parties and colleagues in the business to maximise opportunities whilst ensuring client relationships are maintained.
• To train and develop the team ensuring that appraisals, allocation of work and supervision is carried out.

Operational Performance Management

• Oversee and report on operational performance, facilitating exception management via engagement with the claim’s leadership team.
• Delivering excellence against the key measures for First Notification of Loss, claims handling time, cost control.
• Plan and develop effective strategies to improve conversions and service standards across the business.
• Work closely with the senior management team to support the strategy and provide a strategic review and ensure improvement of the claims processes.

Change and Continuous Improvement:

• Promote a culture of continuous improvement via regular interaction with the SMT, claims managers and leadership teams.
• Liaison with the teams to support the delivery of claims specific change initiatives.
• Design and Implementation of training and adoption programs to improve the overall effectiveness of the claims function and embedding of change initiatives.

What We Offer:

• Continuous training and development with support given by our expert team
• Appraisal programmes for all which aids your progression and salary increments
• Pension contribution
• Regular social events, and team nights.
• Employee Assistance programme - legal advice, counselling and much more
• Wellbeing activities covering mental, financial & physical health, inclusivity, environmental, personal growth, fun and recognition.
• Opportunities to undertake recognised qualifications
• Overtime Available

What We're Looking For:

• Strong attention to detail and analytical skills
• A background in Credit Hire or Motor Insurance
• Excellent communication and interpersonal skills
• Proven ability to work under pressure and manage multiple priorities in a fast-paced environment.