Operations Manager Property Adjusting




Department: Claims Management




Employment Type: Permanent - Full Time




Location: Stoke




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. You will be based out of Stoke and work on a hybrid basis




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