At a Glance
- Tasks: Lead and inspire claims teams to deliver excellent customer outcomes and drive operational excellence.
- Company: Join the AA, one of the UK's most trusted brands with a diverse range of services.
- Benefits: Enjoy 25 days leave, free breakdown membership, discounts, and a supportive work environment.
- Other info: Be part of an inclusive culture that values diversity and empowers you to be your best.
- Why this job: Make a real impact in a dynamic role that champions innovation and continuous improvement.
- Qualifications: Proven leadership in claims or insurance, strong knowledge of regulations, and excellent communication skills.
The predicted salary is between 56059 - 68517 £ per year.
- Senior Claims Operations Manager
- AA Summary
Think the AA is just about roadside assistance?
Think again!
As one of the UK's most trusted brands, we provide a wide range of services to millions of customers.
From comprehensive Home and Motor Insurance to personalised Financial Services like Loans and Savings, and outstanding B2B, Consumer, Business Services, Driver Training, Car Care, and Service Maintenance and Repair, we've got you covered.
Our mission is to keep Britain moving, and we're looking for dedicated individuals to join our team.
What will I be doing?
- Leading the day-to-day operation of our Motor and Home Claims teams, ensuring excellent customer outcomes while delivering against service, financial and operational performance targets.
- Driving operational excellence by improving service levels, controlling indemnity spend and cost to serve, while identifying opportunities to enhance performance across the function.
- Developing and inspiring a high-performing leadership team, creating a culture of accountability, collaboration and continuous development.
- Ensuring all claims activities are delivered in line with FCA regulations, Consumer Duty principles and internal governance standards, maintaining a strong focus on risk and compliance.
- Overseeing complaints, governance and regulatory activity, using customer feedback and insight to improve processes, reduce complaints and enhance the customer journey.
- Using performance data, management information and commercial insight to identify trends, manage risks and make informed decisions that improve operational outcomes.
- Implementing process improvements, technology and automation to simplify claims handling, increase efficiency and deliver a better experience for customers and colleagues.
- Collaborating with colleagues across Claims, Risk, Compliance, Finance and Customer teams, as well as external partners, to deliver shared business objectives and outstanding service.
- Influencing senior stakeholders by providing clear operational insight, performance reporting and recommendations that support strategic decision-making and continuous improvement.
- Championing innovation, change and best practice, leading transformation initiatives that strengthen operational performance and help shape the future of our Claims function.
What do I need?
- Proven ability to lead large, multi-layered teams within a claims, insurance or regulated customer service environment.
- Strong knowledge of FCA regulations, Consumer Duty and governance frameworks, with a commitment to delivering excellent customer outcomes.
- Excellent leadership skills, with the ability to coach, develop and inspire high-performing managers and teams.
- Confidence to influence senior stakeholders, building strong relationships and driving collaboration across the business.
- Commercial mindset with the ability to balance customer experience, operational performance, cost and risk.
- Ability to use data, management information and insight to identify trends, solve problems and support strategic decision-making.
- Experience delivering operational change, continuous improvement and transformation initiatives that create measurable business value.
- Expertise in complaints management, risk and operational governance, ensuring fair customer outcomes and regulatory compliance.
- Exceptional communication skills, with the ability to translate complex information into clear actions and recommendations.
- Commitment to acting with integrity, accountability and professionalism while championing a culture of continuous improvement and operational excellence.
- Additional information
Benefits
- 25 days annual leave plus bank holidays + holiday buying scheme
- Worksave pension scheme with up to 7% employer contribution
- Free AA breakdown membership from Day 1 plus 50% discount for family and friends
- Discounts on AA products including car and home insurance
- Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more
- Company funded life assurance
- Diverse learning and development opportunities to support you to progress in your career
- Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family
Plus, so much more!
We're an equal opportunities employer and welcome applications from everyone.
The AA values diversity and the difference this brings to our culture and our customers.
We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong.
We have five communities to bring together people with shared characteristics and backgrounds and drive positive change.
As part of the onboarding process, we complete several pre-employment checks including work reference, credit and criminal record checks.
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Senior Claims Operations Manager employer: The AA
The AA is an exceptional employer, offering a vibrant work culture in the heart of London where innovation meets tradition. Employees benefit from a competitive salary, annual bonuses, and a range of perks, all while having the opportunity to lead a dynamic legal team and influence key business decisions. With a strong focus on professional development and a commitment to fostering a collaborative environment, the AA empowers its staff to thrive and grow within their careers.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Claims Operations Manager
✨Dive Into Industry Networking Events
Get your foot in the door by attending insurance industry events and conferences. Not only will you learn about the latest trends, but you'll also meet potential employers and industry peers. Check out local chapters of professional bodies like the Chartered Insurance Institute for valuable meetups.
✨Use LinkedIn to Your Advantage
Don’t underestimate the power of LinkedIn in the insurance world. Engage with industry content, join relevant groups, and connect with professionals at companies you admire (like The AA). A thoughtful message explaining your interest can really make a difference!
✨Look Out for Graduate Schemes
Many firms in insurance have structured graduate programmes. Keep an eye on application windows and utilise your university's career services for insider tips. These schemes are designed to develop talent and often lead to permanent roles after your initial training.
✨Leverage Your Current Connections
Got friends or family in the industry? Now’s the time to reach out! Personal referrals can give you a head start, so let them know you're on the lookout for full-time opportunities at places like The AA. Don’t shy away from asking for a coffee chat; you never know what doors it might open!
We think you need these skills to ace Senior Claims Operations Manager
Some tips for your application 🫡
Highlight Your Analytical Skills:In insurance, we love a candidate who can crunch numbers and analyse data effectively. When crafting your CV, make sure to showcase any relevant coursework or experiences that highlight your analytical abilities, especially if you’ve tackled risk assessment or financial modelling.
Showcase Industry Knowledge:Don’t be shy about your knowledge of the insurance sector! We want to see that you've done your homework on current trends, regulations, and challenges in the industry. Mention any relevant projects or studies you’ve completed that demonstrate your understanding of the field in your cover letter.
Craft a Compelling Cover Letter:Your cover letter should tell us why you’re passionate about insurance. Share any personal experiences or what drew you into this profession. We’re looking for enthusiasm and a clear motivation for why you want to be part of our team at The AA.
Tailor Your CV for the Role:Don't just send a generic CV! Focus on tailoring it specifically for the insurance role at The AA. Highlight relevant skills such as risk management, customer service experience, or any certifications you've earned in the industry to make your application stand out.
How to prepare for a job interview at The AA
✨Know Your Numbers: Insurance Fundamentals
Brush up on your understanding of key insurance concepts, like underwriting principles and risk assessment. Expect the interviewer at The AA to throw some technical questions your way, so be ready to demonstrate your grasp of these essentials.
✨Showcase Your Analytical Side
In the insurance world, it's all about data. Prepare to discuss any analytical tools or methodologies you've used in past experiences. If you have a portfolio of projects where you've tackled complex data, bring that along to impress the team!
✨Prepare for Behavioural Questions
As a full-timer at The AA, they'll want to know how you handle real-life scenarios, not just theory. Think about challenges you've faced in teamwork or customer service, and how those experiences can relate to a career in insurance.
✨Know the Company Culture Inside Out
Understanding The AA's values and workplace culture is essential. Don’t just memorise their mission statement; think about how your personal values align with theirs. This will show your genuine interest in being part of their team long-term.
