Claims Operations Manager - Home in Leicester

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 three million customers, but we know there\'s even bigger opportunity out there. We understand some people may not apply for jobs unless they feel they tick every box. If you\'re excited about joining us and think you have some of what we\'re looking for, even if you\'re not 100% sure we would love to hear from you.

Role Overview

Reporting into our Head of Home Claims Operations, you\'ll be leading a high-performing team of Leaders and Handlers across the UK that deliver outstanding customer service, quality claims handling and excellent financial outcomes. You\'ll have the overall responsibility for managing property claims, driving operational excellence across internal teams and outsourced partners and shaping a department that consistently delivers fair, fast and accurate customer and financial outcomes.

With deep technical knowledge and a passion for customer outcomes, you\'ll inspire your teams to go beyond expectations and help us build a best-in-market Home Claims function.

Job details

• Leading and motivating Home Claims Team Leaders and their Claims Handlers across multiple sites to delivery fair and transparent outcomes for customers, championing a first-contact resolution mindset and embedding a culture that prioritises empathy, clear communication and doing the right thing by the customer every time
• Delivering consistently high standards of technical accuracy, reserving and indemnity control across all claims
• Owning the execution and embedment of new processes and operational improvements, ensuring regulatory compliance and quality assurance standards are not only met, but exceeded
• Utilising data insights to identify trends, opportunities and areas for performance improvement, turning insight into action and supporting wider business change, including systems improvements, digital journey enhancements and operational design projects
• Leading the development of our operations, ensuring our supplier partners are aligned and delivering against expectations and that we\'re all achieving operational KPI\'s while delivering against leakage and quality targets and improving settlement efficiency
• Inspiring, coaching and developing teams to deliver consistently strong performance and building an engaged culture, promoting open communication and ensuring each colleague understands how they contribute to the bigger picture

Essential Skills/experience

• Extensive technical expertise in Home Claims (personal lines) with a strong commercial understanding of the area and a track record of controlling home claims indemnity spend
• Proven experience of being a strong operational leader - someone who has led high performing, customer focused operational teams and has been involved in the implementation of process change and performance improvement
• Strong ability in interpreting data and MI to drive decision-making
• Experience of managing outsourced relationships and aligning them to business objectives
• Ability to handle and control surge/unusual events whilst motivating others to go above and beyond to bring the business back to usual

The interview process

• Recruiter screening call
• 1st stage interview with hiring leader
• 2nd interview with hiring leaders and another member of the wider team

As a Disability Confident employer, we\'re committed to ensuring our recruitment processes are fully inclusive. 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.

Hastings Group is an equal opportunities employer which means we treat people fairly. Please also note that we have a thorough referencing process, which includes credit and criminal record checks.

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 - as a Band 4 colleague, Hastings pay for you to receive private medical Insurance, Financial wellbeing - as well as 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, our own in-house mental health first aiders, support groups and a dedicated team to make sure we are covering your needs, 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, discounted and free onsite facilities, social events throughout the year and much more.