Air Travel Claim
Operations Manager
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We are a growing, technology-led consumer claims group operating across regulated and non-regulated claims environments. Our businesses specialise in managing high-volume consumer claims processes with a strong focus on operational excellence, compliance, and customer outcomes.
We are investing heavily in automation, data intelligence, and AI-supported workflows to create scalable, efficient, and high-performing claims operations. This role sits at the heart of that operational growth.
The Role
We are looking for people who want to make a difference, people who take ownership, stay curious, and help move our business forward.
As part of our Operations team, you will play a key role in driving processes, operational excellence, and contributing to a fast-moving environment powered by technology and intelligent processes.
We are a technology-led business with cutting-edge systems, automation, and AI-assisted workflows. We welcome people who enjoy working in a modern, digital-first environment and who feel energised by using technology to solve problems, streamline processes, and drive continual improvement.
Responsibilities
Operational Leadership
- Oversee the day-to-day running of high-volume consumer claims operations
- Monitor workflow queues, volumes, and service levels
- Identify bottlenecks and implement corrective action
- Ensure adherence to SLAs, KPIs, and regulatory standards
- Maintain high standards of quality control and case progression
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Process Improvement & Continuous Improvement
- Identify and implement process improvements across the claims lifecycle
- Use data and MI to improve performance and efficiency
- Champion automation, system improvements, and smarter ways of working
- Support implementation of new operational processes and tools
Stakeholder & Business Support
- Work closely with senior leadership and cross-functional teams
- Ensure compliance with internal processes and regulatory requirements
We Are Looking For Someone Who
- Has experience in operations, claims, legal, financial services, or a similar processing environment
- Has experience managing or supervising a team
- Is comfortable working with automation, CRM systems, or workflow tools
- Is highly organised with strong attention to detail
- Is confident managing KPIs, performance, and team output
- Is a strong communicator who can engage at all levels
- Is data-driven and comfortable using systems and reporting tools
- Has experience leading process or continuous improvement initiatives
- Is proactive, solutions-focused, and comfortable driving change
Nice To Have
- Experience in airline claims, legal claims, or regulated environments
Benefits
- Competitive salary
- 20 days annual leave + bank holidays
- Opportunity to lead and shape a core operational function
- Hands-on experience in a tech-enabled, data-driven business
- Exposure to automation, AI-supported workflows, and modern systems
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Why Join Us?
Career Growth
- You will grow your career while being part of a company that is pioneering AI-driven innovation and automation across multiple industries.
Supportive Culture
- You'll be part of a collaborative, high-performance team where knowledge-sharing and mentoring are part of our DNA. We offer a fun, inclusive, and fast-paced environment where your ideas are not only heard they’re encouraged.
Modern Practice
- Work with advanced AI-powered tools, streamlined workflows, and full administrative support.
Strategic Expansion
- With ambitious growth plans and a national footprint, we offer exciting long-term opportunities in a dynamic firm.
Equality, Diversity & Inclusion
- We are an equal opportunities employer and are committed to creating an inclusive and supportive working environment. Applications are welcomed from all suitably qualified individuals.
If you’re ready to take ownership of operations, lead a team, and drive meaningful improvements, we’d love to hear from you. Please apply with your CV.
This job specification may be reviewed and updated periodically to reflect the evolving needs of the business.
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