Operations Manager Property Adjusting

Lead People. Drive Performance. Shape Customer Outcomes.

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.

• Leadership & Team Development
  • 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.
• Operational Performance
  • 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.
• Continuous Improvement & Change
  • 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.
• Governance & Risk Management
  • 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.
• Stakeholder & Client Management
  • 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.

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.

Skills That Will Help You Succeed

• 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.

Desirable

• 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 health cash plan and BUPA dental plan.

Department: Claims Management

Employment Type: Permanent - Full Time

Workplace type: Fully remote