Hastings Direct
Operations Delivery Manager - Home Claims
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Operations Delivery Manager – Home Claims
Welcome to Hastings Direct
We’re a digital insurance provider with ambitious plans to become The Best and Biggest in the UK market. We’ve invested heavily in our data, tech, and culture—our 4Cs culture (focused on colleagues, customers, company, and community) drives everything we do.
With over four million customers, we know there’s even greater potential ahead. If you’re reading this, you just might be the talent we’re searching for.
We know some people won’t apply unless they tick every box—so if you’re excited about the role and have some of what we’re looking for, we’d love to hear from you!
About the Role
Our Home Claims team has experienced exponential growth over the past few years, and we’re determined to be a market leader in this space. Our mission is to simplify the claims process for customers—making what can often be a stressful experience as smooth and efficient as possible.
In this role, you’ll lead high-impact, high-value change projects within the Home Claims operation, translating bold ideas into customer-centric, sustainable solutions. We’re looking for someone with:
- Proven expertise in project-driven operational change
- A passion for delivering people-centred improvements
- The ability to drive change across IT, processes, and communications
Key Responsibilities
Project Leadership & Delivery
- Oversee a portfolio of change projects, ensuring critical ideas are turned into actionable plans, benefiting customers, colleagues, and the business
- Coordinate cross-functional change, including IT systems, process optimisation, and customer communications
- Foster collaboration with frontline teams, Home Claims specialists, and broader Hastings stakeholders to build a strong, engaged network
Strategic & Systemic Thinking
- Champion a holistic, whole-systems approach, ensuring each change enhances the entire customer journey—not just individual touchpoints
- Follow an evidence-based, controlled approach—document all processes and ensure robust governance structures are in place
- Pinpoint areas for improvement and drive data-backed solutions
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Project Planning & Finance
- Define clear timelines, objectives, and deliverables for each initiative
- Manage project budgets, ensuring robust business cases that balance cost, timetable, and value
- Orchestrate seamless integration of changes while maintaining operational efficiency in a busy claims environment
Team Support & Quality Assurance
- Mentor and motivate Operations Delivery Executives, promoting excellence in all projects
- Serve as an internal quality assurance hub, enforcing high standards and ensuring alignment with strategy
- Relay insights and updates to the Head of Home Claims, ensuring smooth, cohesive partnership
Essential Skills & Experience
- Project management expertise: Proven ability to delivery multiple complex projects in matrix organisations, spanning IT, operational processes, and cross-functional teams
- People-first mindset: A genuine passion for improving colleague and customer experiences, with a willingness to "roll up sleeves" and support problem-solving collaboratively
- Problem-solving prowess: Demonstrable track record of identifying challenges and initiating solutions, often in fast-paced environments
- Operational & risk management knowledge: Strong grasp of best practices in both areas
- Regulatory awareness: Experience navigating a high-stakes, regulated environment—knowledge of insurance/claims sector is a major advantage
The Interview Process
Our recruitment journey includes:
- Recruiter screening call
- 1st stage interview (with the Hiring Leader)
- 2nd interview (with a senior leader in Home Claims)
As a Disability Confident employer, we’re committed to providing full support and adjustments throughout the process. We also participate in the Disability Confident Scheme (DCS). For more details, visit our [inclusive business page](insert link).
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Regrettably, we currently cannot offer sponsorship for this role.
Benefits at Hastings Direct
Core Offerings
- Competitive salary + £5k car allowance
- 4Cs performance bonus scheme (eligible for all colleagues)
- Flexible hybrid working model – discuss possibilities with your recruiter
Comprehensive Support
- Private medical insurance (PMI)
- Financial wellbeing perks, including:
- Life assurance cover (4x salary)
- Income protection (with no extra cost)
- 10% matched pension contributions
- Award-winning benefits: discounts, cashback, free mortgage advice, and financial support
- 27 days’ annual leave + bank holidays (with options to buy/sell extra weeks)
- 24/7 employee assistance programme + thrive mental health app
Wellbeing Focus
- Mental health support: in-house mental health first aiders, support groups, and a dedicated wellbeing team
- Health & growth perks: discounted health assessments, dental, cycling schemes
Culture & Community
Our "4Cs" principle—colleagues, customers, company, community—is at the heart of what we believe. Join us to help us: ✔ Reach potential in UK insurance market ✔ Elevate the customer experience ✔ Invest in community and long-term sustainability
Hastings Group is an equal opportunities employer. We celebrate diversity and promote fairness, inviting applications from individuals of all genders, ages, races, disabilities, religions, sexual orientations, marital statuses, or ethnic backgrounds.
Other elements include comprehensive referencing (including credit & criminal checks), so kindly ensure all provided information is accurate.
Join us and discover a different way of doing things. 🚀
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