HFG Insurance Recruitment
Claims Operations Manager
City of London
Posted about 15 hours ago
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Claims Operations/General Operations Manager
London - Hybrid
I am currently partnered with a leading insurer, who are seeking an Operations Manager to join their business. This role would sit in the Claims Operations department, overseeing business operations including other ad-hoc tasks.
Key Responsibilities
Client Relationship Management
- Develop and maintain strategic relationships with Panel Solicitors, ensuring effective performance management and contractual governance.
- Monitor supplier performance against agreed SLAs, KPIs and contractual commitments, implementing corrective actions where service standards are not met.
- Drive continuous improvement initiatives with Panel firms to enhance service quality, operational efficiency and customer outcomes.
- Prepare and present management information (MI) and performance reports for both internal and external stakeholders.
- Act as the primary escalation point for operational issues and service concerns relating to the Panel.
- Support internal and external audits, ensuring findings and recommendations are addressed promptly and effectively.
Data Governance
- Lead First Line data governance and privacy activities across Operations.
- Maintain data flow maps and support data protection impact assessments, remediation plans and compliance activities.
- Assist in the investigation, management and resolution of data breaches where required.
First Notification of Loss (FNOL)
- Provide operational oversight of the FNOL function, ensuring agreed service levels, quality standards and customer outcomes are consistently achieved.
- Review and report on SLA breaches and operational incidents, escalating key issues to the UK Head of Operations.
- Monitor operational performance through MI and reporting, identifying trends, risks and opportunities for continuous improvement.
- Ensure operational risks, control deficiencies and audit findings are identified, managed and appropriately remediated.
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Facilities and Business Operations
- Lead facilities management across offices, ensuring safe, compliant and efficient working environments.
- Maintain compliance with Health & Safety legislation, company policies and regulatory requirements.
- Manage Office Managers and Health & Safety resources, overseeing facilities, building maintenance and business support services.
- Ensure annual Health & Safety, fire risk and workplace assessments are completed, with all actions tracked through to completion.
- Maintain appropriate levels of trained First Aiders and Fire Wardens across all office locations, ensuring certifications remain current.
- Work closely with Change and Project teams to support strategic initiatives and organisational change programmes.
- Champion continuous improvement initiatives to enhance operational efficiency, effectiveness and service delivery.
Qualifications and Experience
Essential
- Experience leading, supervising or coordinating teams, including supporting individual development and performance.
- Proven experience managing third-party supplier and service provider relationships.
- Experience producing management information, reports and presentations for stakeholders.
- Strong understanding of operational processes, internal controls and risk management principles.
- Experience supporting audits, governance reviews and compliance activities.
- Working knowledge of data protection and information governance requirements.
- Experience leading or coordinating operational improvement initiatives while managing multiple priorities.
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Desirable
- Experience overseeing office support functions, facilities management or administrative teams.
- Experience within insurance (particularly UK Employers' Liability claims), financial services or another regulated industry.
- Experience working with legal suppliers, claims operations or customer service teams.
- Knowledge of UK GDPR and wider data governance principles.
- Experience supporting Health & Safety compliance and workplace safety initiatives.
- A relevant professional qualification in Business Administration, Operations Management, Health & Safety or a related discipline.
Key Skills
- Leadership and people management.
- Supplier and stakeholder relationship management.
- Strong organisational and planning skills.
- Knowledge of operational governance, risk and controls.
- Data protection and information governance expertise.
- Analytical thinking and problem-solving ability.
- Excellent communication and presentation skills.
- Management information and performance reporting.
- Continuous improvement mindset.
- Proficient in Microsoft Office applications.
Compliance Responsibilities
- Comply with all regulatory and company compliance obligations relevant to the role.
- Complete mandatory compliance training as required.
- Utilise available compliance resources to support effective compliance management.
- Promptly report any compliance concerns, breaches or control failures.
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Skills
Leadership
People Management
Supplier Relationship Management
Stakeholder Management
Operational Governance
Risk Management
Data Protection
Information Governance
Analytical Thinking
Problem Solving
Communication
Presentation Skills
Management Information Reporting
Continuous Improvement
Microsoft Office