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Department: Claims Management
Location: Glasgow
Description
At Davies people are at the heart of all we do, our values state that we succeed together, and it is this, that makes the business a great place to work! You will be valued and supported and receive excellent benefits including but not limited to:
- Reward platform – discounts for over 800 retailers
- 25 days holiday (rising with service plus option to purchase up to 5 extra days a year!)
- Development, training, and professional qualifications
Role Overview
The Operational Manager will be responsible for managing the operational aspects of TMS, ensuring seamless service delivery, compliance with regulations, and continuous improvement in efficiency and customer satisfaction. This role requires strong leadership skills, a keen eye for detail, and the ability to adapt to a fast-paced, customer-focused environment.
Key Responsibilities
- Oversee daily operations including client management, team capacity, complaint strategy, compliance and overall service delivery
- Develop and implement operational policies and procedures to ensure efficiency and consistency.
- Monitor key performance indicators (KPIs) to track performance and identify areas for improvement.
- Manage, train, and motivate a team of direct reports (team Leaders) and claims handlers
- Foster a positive working environment that encourages collaboration and high performance.
- Conduct regular performance reviews and provide constructive feedback.
- Feed into the overall divisional culture, supporting divisional focus and retention
- Ensure high standards of customer service by addressing client enquiries, complaints, and feedback promptly.
- Work closely with the sales and marketing teams to align service offerings with customer needs.
- Ensure all operations comply with industry regulations, licensing requirements, and health and safety standards.
- Develop and implement risk management strategies to minimize operational disruptions.
- Support the Divisional Director with the management of operational budgets, control costs, and identify opportunities for cost savings.
- Analyse financial reports and make data-driven decisions to optimize profitability.
- Leverage technology to improve operational efficiency, such as system improvements and adoption of new systems and technology
- Stay updated on industry trends and recommend innovative solutions to enhance operations.
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Knowledge and Abilities
- Foster a positive and ethical working climate conducive to attracting, retaining, and motivating a diverse group of high-performing employees.
- Develop and sustain motivated and skilled teams through effective leadership, development, mentoring, and coaching.
- Use knowledge and data to challenge current assumptions and drive change.
- Manage relationships with internal and external customers and suppliers
- Influence and support the budget-setting process, ensuring clarity and commitment from the operations team.
- Guarantee adherence to all policies and protocols concerning Security, Health and Safety, and Governance within the operation.
- Meet customer, legal, compliance, and regulatory requirements.
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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 health cash plan and BUPA dental plan
Eligibility
Due to the nature of this position, this role requires candidates to be a sole British National or dual national with one part being British, with no restrictions on working in the UK. Due to the national security requirements of this position, candidates must hold British Citizenship to be eligible to apply.
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