Operations Manager

Description:

Lancaster Gate Assistance is looking for an Operations Manager to join their fast-growing team. As an Operations Manager, you will be responsible for overseeing the day-to-day running of the Head Office claims function. You will be the first point of contact for partners, stakeholders, and staff, ensuring the smooth operation of the claims function within the Diss operation. This is an opportunity to make a significant impact and shape the client experience.

Key Responsibilities:

• Demonstrate a joined-up approach with the senior management team.

• Work with various stakeholders across the business and at all levels.

• Communicate clearly with stakeholders to engage, influence, and drive results.

• Ensure exceptional customer service, demonstrated by Google reviews, Net Promoter Scores, and complaints handling.

• Complete all monthly reports accurately and within the agreed timescales.

• Attend management meetings to report on operational performance.

• Oversee the FNOL & On hire team, including people management, financial performance, quality outputs, adherence to MI completion, service standards, and processes.

• Provide bespoke advice on more complex matters.

• Manage both remote and in-house team members, ensuring invoices are processed accurately and on time.

• Communicate with clients, third parties, and colleagues to maximise opportunities while maintaining client relationships.

• Train and develop the team, ensuring appraisals, work allocation, and supervision are completed.

• Undertake any reasonable duties as required.

Operational Performance Management:

• Oversee and report on operational performance, engaging with the claims leadership team to manage exceptions.

• Deliver excellence in First Notification of Loss, claims handling time, and cost control.

• Develop strategies to improve conversions and service standards.

• Support the strategy of the senior management team and improve claims processes.

• Ensure that referral source requirements are managed and met.

• Monitor and report on claim volumes and handler file counts.

• Provide professional operational support, ensuring core tasks are completed within SLAs.

• Drive process improvement and business change.

Change and Continuous Improvement:

• Promote a culture of continuous improvement through regular interaction with the senior management team, claims managers, and leadership.

• Support the delivery of change initiatives in claims.

• Design and implement training programs to improve the overall effectiveness of the claims function.

Experience & Requirements:

• An understanding of credit hire and the process is essential.

• Strong attention to detail and analytical skills.

• Excellent communication and interpersonal skills.

• Proven ability to work under pressure and manage multiple priorities.

• Experience in managing people.

• Experience within motor claims is required.