Operations Manager Property Adjusting

Description

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. You will be based out of Stoke and work on a hybrid basis

What will your day look like:

As Operations Manager, you'll be responsible for creating an environment where people, performance and customer outcomes thrive.

• 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.

• 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.

• 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.

• 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.

• 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
#INDUKI

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.

• 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

• 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 heath cash plan and BUPA dental plan

We are a specialist professional services and technology firm, working in partnership with leading insurance, highly regulated and global businesses.
We help our clients to manage risk, operate their core business processes, transform and grow. We deliver professional services and technology solutions across the risk and insurance value chain, including excellence in claims, underwriting, distribution, regulation & risk, customer experience, human capital, digital transformation & change management.
Our global team of more than 8,000 professionals operate across ten countries, including the UK & the U.S. Over the past ten years Davies has grown its annual revenues more than 20-fold, investing heavily in research & development, innovation & automation, colleague development, and client service. Today the group serves more than 1,500 insurance, financial services, public sector, and other highly regulated clients.