Claims Operations Manager - Home

Job Title: Claims Operations Manager – Home Claims
Location: Leicester (Hybrid – one day a week in the office)

Overview

Reporting into the Head of Home Claims Operations, you’ll lead a high-performing team of Leaders and Handlers across the UK that deliver outstanding customer service, quality claims handling and strong financial outcomes. You will manage property claims, drive operational excellence across internal teams and outsourced partners, and shape a department that delivers fair, fast and accurate customer and financial outcomes. You’ll inspire teams with deep technical knowledge and a passion for customer outcomes to build a best-in-market Home Claims function.

Responsibilities

• Lead and motivate Home Claims Team Leaders and Handlers across multiple sites to deliver fair and transparent outcomes for customers, champion a first-contact resolution mindset, and embed a culture of empathy, clear communication and doing the right thing by the customer.
• Deliver high standards of technical accuracy, reserving and indemnity control across all claims.
• Own the execution and embedding of new processes and operational improvements, ensuring regulatory compliance and quality assurance standards are met and exceeded.
• Utilise data insights to identify trends and opportunities, turning insight into action and supporting wider business change including systems and digital journey enhancements.
• Lead the development of operations, align supplier partners to business objectives, and achieve operational KPIs while managing leakage, quality targets and settlement efficiency.
• Inspire, coach and develop teams to maintain strong performance focused on customer outcomes, building an engaged culture with open communication.

Essential skills / experience

• Extensive technical expertise in Home Claims (personal lines) with a strong commercial understanding and track record of controlling indemnity spend.
• Proven experience as an operational leader of high-performing, customer-focused teams, with involvement in process change and performance improvement.
• Strong ability to interpret data and MI to drive decision-making.
• Experience managing outsourced relationships and aligning them with business objectives.
• Ability to handle surge/unusual events while motivating others to maintain performance and return to normal operations.

The interview process

• Recruiter screening call
• First-stage interview with hiring leader
• Second interview with hiring leaders and another member of the wider team

Equality, diversity & inclusion

As a Disability Confident employer, Hastings Direct is committed to inclusive recruitment with fair access to support and adjustments. We also welcome applications through the Disability Confident Scheme (DCS). For more information, visit our inclusive careers page. Hastings Group is an equal opportunities employer; applicants will be considered regardless of gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. We conduct thorough referencing, including credit and criminal checks.

Benefits

• Flexible working: hybrid approach with details discussed with your recruiter
• Competitive bonus scheme: 4Cs annual performance bonus
• Private medical insurance (PMI) for Band 4 colleagues
• Life assurance up to 4x salary, income protection, and pension contributions up to 10% with other financial wellbeing benefits
• Mental wellbeing support: Thrive app, 24/7 colleague assistance, mental health first aiders and support groups
• Annual leave: 27 days + bank holidays, with buy/sell option

Join Hastings Direct to be part of our 4Cs culture and grow with us. We focus on getting things right for colleagues, customers, the company and the community, with training and development to support your success.

Hastings Group is an equal opportunities employer. We welcome applications from all suitably skilled persons regardless of gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. A thorough referencing process, including credit and criminal checks, applies.