Senior Operations Manager – Large Loss & Personal Injury

Senior Operations Manager – Large Loss & Personal Injury

Business Area

Reference

NVR03378

Contract Type

Full Time

Location

Tunbridge Wells

Closing Date

17-09-2026

Company Description/ Business Unit

Job Title: Senior Operations Manager – Large Loss & Personal Injury
Location: Tunbridge Wells – Hybrid – Three Days in Office
Employment Type: Permanent

AA Summary

Think the AA is just about roadside assistance? Think again!

As one of the UK's most trusted brands, we provide a wide range of services to millions of customers. From comprehensive Home and Motor Insurance to personalised Financial Services like Loans and Savings, and outstanding B2B, Consumer, Business Services, Driver Training, Car Care, and Service Maintenance and Repair, we've got you covered. Our mission is to keep Britain moving, and we're looking for dedicated individuals to join our team. Ready to join us?

#LI-EJ1 #LI-Hybrid

This is the job

As our Senior Operations Manager – Large Loss and Personal Injury, you’ll lead the operational delivery and continued development of our Personal Injury and Large Loss claims functions. Reporting to the Head of Claims Operations, you’ll oversee day-to-day performance across service delivery, complaints, governance, risk and controls, while managing a small personal portfolio of claims. You’ll ensure we deliver excellent customer outcomes, strong commercial performance and consistently meet our regulatory responsibilities.

You’ll play a key role in shaping how our claims operation evolves, using performance insight, process optimisation and technology to drive continuous improvement and transformation. Leading through others, you’ll build capability across your leadership teams, create a culture of accountability and customer focus, and work closely with stakeholders across the business to ensure FCA expectations, Consumer Duty principles and internal governance standards are embedded in everything we do.

What will I be doing?

• Leading the day-to-day management and performance of our Personal Injury and Large Loss claims teams, ensuring delivery against agreed service, financial, indemnity, regulatory and customer outcome measures.
• Managing a small personal portfolio of complex claims while providing senior oversight and direction across Personal Injury and Large Loss, acting as an escalation point for complex customer, operational and regulatory matters.
• Building a high-performing and accountable leadership team, developing capability across your direct reports, setting clear expectations and ensuring operational priorities are translated into effective plans and actions.
• Owning the end-to-end claims complaints framework, ensuring complaints are handled effectively while using root cause analysis and customer insight to reduce recurring issues, strengthen journeys and improve customer outcomes.
• Embedding a robust governance, risk and control environment across claims operations, ensuring FCA requirements, Consumer Duty principles and internal governance standards are consistently understood and applied.
• Driving operational and commercial performance across service levels, indemnity spend, cost to serve and resource management, identifying opportunities to improve efficiency while maintaining quality and customer outcomes.
• Using robust management information across customer, operational, financial and risk measures to identify emerging trends, performance gaps and opportunities, translating insight into clear interventions and improvement plans.
• Shaping the continued transformation of Claims by simplifying and improving processes and championing the effective use of technology, automation and digital solutions to create more efficient and scalable ways of working.
• Partnering with senior stakeholders across Claims, Risk, Compliance, Finance and Customer functions, providing credible performance and risk insight while influencing priorities, decisions and the ongoing development of claims operations.
• Championing a culture of accountability, customer fairness, continuous improvement and high performance, leading teams positively through change and ensuring colleagues remain engaged and aligned to our strategic priorities.

What do I need?

• Strong leadership capability within claims, insurance operations or another regulated customer environment, ideally with knowledge of Personal Injury and Large Loss claims.
• Proven ability to lead through multiple management layers, developing leadership capability and creating high-performing, accountable teams.
• Deep understanding of FCA requirements, Consumer Duty, TCF and the wider regulatory and governance expectations within an insurance environment.
• Strong claims knowledge with an understanding of operational performance, indemnity control, customer outcomes, complaints and the management of complex claims.
• Demonstrable experience of owning or significantly influencing complaints frameworks, using root cause analysis and customer insight to drive meaningful improvement.
• Commercial acumen with the ability to balance customer outcomes, operational performance, indemnity spend, cost efficiency and risk when making decisions.
• Strong analytical capability with confidence interpreting operational, financial, customer and risk MI and translating insight into clear actions and priorities.
• Transformation experience with the ability to lead continuous improvement, process optimisation and the adoption of technology, automation or digital solutions.
• Excellent stakeholder management with the credibility to influence senior leaders and work effectively across Claims, Risk, Compliance, Finance and other business functions.
• Strategic thinking and sound judgement with the ability to lead through change, make effective decisions at pace and maintain high standards of integrity, governance and customer fairness.

Additional information

We’re always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you’ll have access to a range of benefits including:

• 25 days annual leave plus bank holidays + holiday buying scheme
• Worksave pension scheme with up to 7% employer contribution
• Free AA breakdown membership from Day 1 plus 50% discount for family and friends
• Discounts on AA products including car and home insurance
• Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more
• Company funded life assurance
• Diverse learning and development opportunities to support you to progress in your career
• Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family

Plus, so much more!

We’re an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change.
As part of the onboarding process, we complete several pre-employment checks including work reference, credit and criminal record checks.