The AA
Senior Claims Operations Manager
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Company Description/ Business Unit
Job Title: Senior Claims Operations Manager
Location: Tunbridge Wells – Hybrid – Three Days in Office
Employment Type: Permanent
Hours: Monday-Friday
AA Summary
Think the AA is just about roadside assistance? Think again!
As one of the UK's most trusted brands, we provide a wide range of services to millions of customers. From comprehensive Home and Motor Insurance to personalised Financial Services like Loans and Savings, and outstanding B2B, Consumer, Business Services, Driver Training, Car Care, and Service Maintenance and Repair, we've got you covered. Our mission is to keep Britain moving, and we're looking for dedicated individuals to join our team. Ready to join us?
This is the job
As our Senior Manager Claims Operations, you'll play a key leadership role in shaping how we deliver exceptional claims experiences across our Motor and Home insurance portfolios. Leading a large operational area, you'll ensure customers receive the right outcome at the right time while balancing commercial performance, regulatory compliance and operational excellence.
Working closely with the Head of Claims Operations, you'll drive performance, strengthen governance and lead continuous improvement across claims handling. You'll champion customer-focused decision making, embed a culture of accountability and use data, technology and process improvements to enhance the way we work.
This is an opportunity to influence the future of Claims, leading through others to develop high-performing leaders and teams while collaborating with stakeholders across the business. If you're passionate about delivering outstanding customer outcomes, inspiring people and driving meaningful change, this is a role where you'll make a real impact.
What will I be doing?
- Leading the day-to-day operation of our Motor and Home Claims teams, ensuring excellent customer outcomes while delivering against service, financial and operational performance targets.
- Driving operational excellence by improving service levels, controlling indemnity spend and cost to serve, while identifying opportunities to enhance performance across the function.
- Developing and inspiring a high-performing leadership team, creating a culture of accountability, collaboration and continuous development.
- Ensuring all claims activities are delivered in line with FCA regulations, Consumer Duty principles and internal governance standards, maintaining a strong focus on risk and compliance.
- Overseeing complaints, governance and regulatory activity, using customer feedback and insight to improve processes, reduce complaints and enhance the customer journey.
- Using performance data, management information and commercial insight to identify trends, manage risks and make informed decisions that improve operational outcomes.
- Implementing process improvements, technology and automation to simplify claims handling, increase efficiency and deliver a better experience for customers and colleagues.
- Collaborating with colleagues across Claims, Risk, Compliance, Finance and Customer teams, as well as external partners, to deliver shared business objectives and outstanding service.
- Influencing senior stakeholders by providing clear operational insight, performance reporting and recommendations that support strategic decision-making and continuous improvement.
- Championing innovation, change and best practice, leading transformation initiatives that strengthen operational performance and help shape the future of our Claims function.
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What do I need?
- Proven ability to lead large, multi-layered teams within a claims, insurance or regulated customer service environment.
- Strong knowledge of FCA regulations, Consumer Duty and governance frameworks, with a commitment to delivering excellent customer outcomes.
- Excellent leadership skills, with the ability to coach, develop and inspire high-performing managers and teams.
- Confidence to influence senior stakeholders, building strong relationships and driving collaboration across the business.
- Commercial mindset with the ability to balance customer experience, operational performance, cost and risk.
- Ability to use data, management information and insight to identify trends, solve problems and support strategic decision-making.
- Experience delivering operational change, continuous improvement and transformation initiatives that create measurable business value.
- Expertise in complaints management, risk and operational governance, ensuring fair customer outcomes and regulatory compliance.
- Exceptional communication skills, with the ability to translate complex information into clear actions and recommendations.
- Commitment to acting with integrity, accountability and professionalism while championing a culture of continuous improvement and operational excellence.
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Additional information
Benefits
We’re always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you’ll have access to a range of benefits including:
- 25 days annual leave plus bank holidays + holiday buying scheme
- Worksave pension scheme with up to 7% employer contribution
- Free AA breakdown membership from Day 1 plus 50% discount for family and friends
- Discounts on AA products including car and home insurance
- Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more
- Company funded life assurance
- Diverse learning and development opportunities to support you to progress in your career
- Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family
Plus, so much more!
We’re an equal opportunities employer and welcome applications from everyone.
The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change.
As part of the onboarding process, we complete several pre-employment checks including work reference, credit and criminal record checks.
We may close the vacancy sooner than the advertised date if we get a high volume of applications, please apply now if you are interested.
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