Operations Manager (Claims)

I am currently partnered with a leading Insurer who are seeking an Operations Manager to join their Claims Operations function. This role will be varied including but not limited to; client relationship/management, operational data governance, FNOL claims oversight and management, general facilities & office management. My client is seeking an operational professional with a claims background, handling & operational. Someone with TPA experience would be very beneficial, as well as supplier management.

Key Responsibilities

• Panel Solicitor & Supplier Management: You'll take ownership of strategic relationships with panel solicitors and other key suppliers, ensuring contractual and service expectations are consistently met. This will include:
• Managing strategic supplier relationships and contractual governance.
• Monitoring performance against agreed SLAs, KPIs and contractual obligations.
• Identifying service issues and driving appropriate remediation.
• Working with panel firms to deliver continuous improvement and enhance service quality, efficiency and customer outcomes.
• Producing and presenting management information and performance reporting.
• Acting as the key escalation point for operational issues and supplier concerns.
• Supporting internal and external audits and ensuring findings are addressed within agreed timescales.
• Data Governance & Privacy: You'll also play a key role in supporting data governance and privacy activities across Operations. Responsibilities will include:
• Leading First Line data governance activity within Operations.
• Maintaining data flow maps and supporting data protection assessments.
• Assisting with remediation activity where required.
• Supporting the investigation and resolution of data breaches and data-related incidents.
• Ensuring operational processes remain aligned with relevant data protection and governance requirements.
• First Notification of Loss (FNOL): A key element of the role will be the operational oversight of the FNOL function, ensuring service levels, quality standards and customer outcomes are consistently achieved. You'll be responsible for:
• Overseeing day-to-day operational performance across FNOL.
• Monitoring agreed service levels and quality standards.
• Analysing and reporting SLA breaches and operational incidents to senior leadership.
• Producing and reviewing MI to identify trends, risks and opportunities for improvement.
• Ensuring operational risks and control weaknesses are appropriately identified, managed and remediated.
• Supporting audit activity and ensuring findings are addressed effectively.
• Facilities & General Operations: The role also has responsibility for wider business operations and facilities across the organisation's UK offices. This will include:
• Leading facilities management across UK office locations.
• Ensuring safe, compliant and effective working environments.
• Maintaining compliance with relevant Health & Safety legislation, policies and regulatory requirements.
• Overseeing office managers and Health & Safety resources.
• Managing building maintenance, facilities and wider business support services.
• Ensuring annual Health & Safety, fire risk and workplace assessments are completed.
• Tracking actions through to successful completion.
• Maintaining appropriate first aid and fire warden coverage across all locations.
• Ensuring relevant training and certifications remain current.
• Change & Continuous Improvement: You'll work closely with Change and Project teams, supporting strategic initiatives and wider organisational change programmes. You'll also be expected to:
• Identify opportunities to improve operational efficiency and effectiveness.
• Lead continuous improvement initiatives across the function.
• Strengthen processes, controls and service delivery.
• Support the implementation of operational change.
• Identify and mitigate operational risks.
• Promote a culture of continuous improvement across the wider operations team.