Subsidence Claims Operations Manager

Welcome to Hastings Direct. We’re a digital insurance provider with ambitious plans to become the best and biggest in the UK market. We’ve made huge investments in our data and tech capabilities over the past few years, along with nurturing our 4Cs culture. We provide insurance for over four million customers, but we know there’s even bigger opportunity out there.

Role overview: As our Subsidence Claims Operations Manager, you’ll own the operational performance, colleague leadership and portfolio control of our Home Subsidence claims team. You’ll ensure claims are set up, assessed, reserved, progressed and resolved effectively, balancing customer, commercial, regulatory and technical expectations. By working closely with our Subsidence Technical Controller, you’ll translate department priorities into clear performance plans, embed technical strategies and best practice, and use management information to improve claim progression, consistency, indemnity control and customer outcomes.

Job details – you’ll need to have demonstrable experience in:

• Operational leadership and performance: leading, coaching and developing the Subsidence claims team, setting clear objectives and ensuring colleagues deliver against performance plans, quality standards and customer outcome measures.
• Portfolio control: maintaining oversight of claim set-up, assessment, reserving, progression and resolution, balancing customer experience, technical accuracy, indemnity control and timely outcomes.
• Insight and improvement: interrogating management information to identify trends and recommend action across claim lifecycle, reserving, supplier performance, complaints, capacity and operational risk.
• Resource and capability planning: maintaining an effective resource plan, escalating capacity, workload and budget risks at the right time, and ensuring every colleague has a personal development plan supported by a quarterly team training plan.
• Technical governance: handling technical referrals within your authority and working closely with the Subsidence Technical Controller to embed technical strategies, referral controls, training and best practice.
• Supplier and stakeholder management: building effective relationships and influencing internal and external stakeholders, including at Head of level, to improve supplier performance and claim outcomes.
• Customer, quality and compliance: using quality reviews, complaints insight and root-cause analysis to strengthen controls, improve customer outcomes and support Home Claims policies and anti-fraud activity.
• Continuous improvement: supporting the Head of Technical Services to build a market-leading subsidence operation, including external benchmarking where appropriate.

Essential skills/experience:

• A proven operational leader within home claims/subsidence with experience of managing claims handlers and suppliers, either remotely or in person.
• Excellent knowledge of insurance and claims best practice paired with subsidence claims management knowledge.
• Strong knowledge of claims systems and management information, with the ability to interrogate data and identify trends or patterns.
• Experience of managing operational performance, workloads, resources, quality and customer outcomes in a fast-paced environment.
• Sound judgement to handle technical referrals within your authority and escalate to the Subsidence Technical Controller where required.
• Strong coaching and people leadership skills, with a track record of building capability, accountability and clear development plans.

As a Disability Confident employer, we’re committed to ensuring our recruitment processes are fully inclusive. We also welcome applications through the Disability Confident Scheme (DCS).

Benefits: In addition to a competitive salary and £5k car allowance, you will also receive:

• Flexible working – we champion a flexible hybrid working approach.
• Competitive bonus scheme - all colleagues are eligible for our annual 4Cs performance bonus.
• Physical wellbeing – Hastings pays for you to receive private medical insurance (PMI).
• Financial wellbeing – providing you with 4x your salary with our life assurance cover, income protection at no extra cost, and matched pension contributions up to 10%.
• Mental wellbeing programme – we have the thrive mental health app, our colleague assistance programme available 24/7, and support groups.
• 27 days annual leave + bank holidays, with the option to buy or sell one of your weeks.
• Access to our health care cash back plans, dental plans, discounted health assessments, Cycle to work and tech schemes, and social events throughout the year.

Join us and you’ll find a different way of doing things. We call it the 4Cs. We focus on getting it right for our colleagues, customers, company and community. Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.