Davies
Operations Manager Property Adjusting
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Department: Claims Management
Location: Home United Kingdom
Description
Operations Manager - FAST & Desk Adjusting
Lead People. Drive Performance. Shape Customer Outcomes.
Are you an inspiring operational leader who thrives on developing high-performing teams, improving customer experiences and delivering outstanding business results?
We're looking for an experienced Operations Manager to lead our FAST and Desk Adjusting functions, overseeing a talented team responsible for delivering exceptional claims service to customers and clients. This is a fantastic opportunity for someone who combines strong leadership capability with commercial awareness, operational expertise and a passion for continuous improvement.
As a key member of the leadership team, you'll play a pivotal role in shaping performance, embedding best practice and driving strategic initiatives that support growth, efficiency and service excellence.
What will your day look like:
As Operations Manager, you'll be responsible for creating an environment where people, performance and customer outcomes thrive.
Leadership & Team Development
- Lead, inspire and develop the FAST and Desk Adjusting teams, fostering a positive, high-performance culture.
- Coach and support Team Managers and senior colleagues, helping them reach their full potential and build future leadership capability.
- Drive employee engagement, wellbeing and retention through effective leadership and communication.
- Create clear succession plans and development pathways across the function.
Operational Performance
- Take ownership of operational performance against key service metrics, including:
- SLA compliance
- Customer satisfaction
- Claim lifecycle management
- Productivity targets
- Indemnity spend
- Quality standards
- Ensure workloads and resources are effectively managed to meet client expectations and business demands.
- Act as a senior escalation point for complex claims, operational issues and client concerns.
Continuous Improvement & Change
- Analyse operational data, MI and performance trends to identify opportunities for improvement.
- Lead initiatives that enhance customer experience, productivity and claim outcomes.
- Drive the successful implementation of new processes, systems and technologies.
- Champion innovation and encourage teams to embrace positive change.
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Governance & Risk Management
- Ensure claims are handled in line with regulatory, contractual and company requirements.
- Maintain strong quality assurance, compliance and audit controls.
- Manage operational risk effectively while supporting excellent customer outcomes.
Stakeholder & Client Management
- Build strong relationships with insurers, brokers, clients and internal stakeholders.
- Collaborate with technical, field adjusting, quality and client relationship teams to ensure seamless claim delivery.
- Support client retention, growth and profitability objectives through exceptional service delivery.
What Success Looks Like
You'll be accountable for:
- Delivering service, quality and financial performance targets
- Creating highly engaged and motivated teams
- Improving customer and client satisfaction
- Maintaining strong operational governance and compliance
- Building a culture of continuous improvement and accountability
- Supporting business growth through operational excellence
Knowledge and Abilities:
We're looking for a confident and credible leader who can balance strategic thinking with hands-on operational management.
You'll ideally bring:
- Proven operational leadership experience within insurance, claims handling, loss adjusting or another customer-focused service environment.
- A successful track record leading multi-functional teams and delivering measurable performance improvements.
- Experience developing Team Managers and building high-performing teams.
- Strong understanding of the claims lifecycle, indemnity management and customer service excellence.
- Experience using KPIs, management information and data analytics to drive decision making.
- Demonstrable success managing change, implementing operational improvements and delivering transformation initiatives.
- Strong stakeholder management skills, with the ability to influence at all levels.
- Experience managing client relationships and complex service escalations.
- Knowledge of regulatory and compliance requirements within insurance or financial services.
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Skills That Will Help You Succeed
- Exceptional leadership and people management skills
- Strong communication and relationship-building ability
- Commercial awareness and customer-focused thinking
- Effective problem-solving and decision-making capability
- Excellent planning, organisation and prioritisation skills
- Ability to lead through change and inspire others to embrace it
- Strong analytical and performance management expertise
Desirable
- Cert CII qualification
- Leadership or management qualification
- Previous experience within loss adjusting or insurance claims operations
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 an opportunity to purchase health cash plan and BUPA dental plan
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