Operations Manager Niche and DER

Claims UK & Ireland | Niche & DER Division Remote / Hybrid Reporting to: Operations Director Lead Operational Excellence. Drive Performance. Shape the Future. Are you a proven insurance operations leader with a passion for people, performance, and continuous improvement? We're looking for an experienced Operations Manager to lead a high-performing team within our Niche and DER business. This is an opportunity to play a pivotal role in shaping operational strategy, delivering outstanding customer outcomes, and driving sustainable growth across a dynamic and fast-paced claims environment. You'll lead a team of Team Managers and their wider operational teams, ensuring service excellence, regulatory compliance, operational efficiency, and a culture where people can thrive. What will your day look like: What You'll Be Doing Inspire and Develop High-Performing Teams Lead, mentor and coach Team Managers across remote and hybrid locations. Create a culture built on accountability, engagement, collaboration and continuous improvement. Support performance management through regular coaching, feedback and development planning. Identify and nurture future talent, ensuring succession plans are in place across the division. Drive Operational Performance Deliver key operational and telephony KPIs across the business. Develop resourceful and innovative plans to optimise performance, including surge planning and capacity management. Partner with the Resource Planning Manager to develop recruitment and workforce strategies aligned to future growth. Work closely with recruitment teams to maintain strong candidate pipelines and workforce readiness. Transform Processes and Improve Efficiency Identify opportunities to streamline processes from policy inception through to claim resolution. Analyse operational data, trends and performance metrics to identify inefficiencies and drive improvement initiatives. Partner with cross-functional teams across Niche and DER to implement automation and process enhancements. Champion a culture of innovation and operational excellence. Ensure Compliance and Risk Management Maintain robust compliance standards across all operational activity. Ensure adherence to regulatory requirements, company policies and industry best practice. Stay informed of market and legislative changes, implementing operational adjustments where required. Conduct regular audits and reviews to mitigate operational risk and maintain quality standards. Deliver Exceptional Customer Outcomes Collaborate with customer service teams to effectively manage customer enquiries, complaints and escalations. Champion initiatives that enhance the customer journey and overall experience. Analyse customer feedback, NPS and customer outcome measures to implement meaningful improvement plans. Drive market-leading customer satisfaction and Trustpilot performance. Contribute to Strategic Growth Support the delivery of strategic business objectives and operational plans. Manage departmental budgets effectively and deliver against financial targets. Identify emerging market trends, growth opportunities and competitive threats. Provide operational insight that supports business development and revenue growth. #INDUKI Knowledge and Abilities: What We're Looking For Experience Proven success in an insurance operations leadership role. Strong experience within Property, Niche or related insurance sectors. Demonstrable track record of driving operational improvements and delivering business results. Experience leading large teams through Team Managers in remote and hybrid environments. Strong understanding of insurance products, underwriting principles and claims processes. Knowledge of insurance regulation, compliance frameworks and risk management practices. Skills & Attributes Inspirational leadership style with the ability to motivate and influence teams at all levels. Strong commercial awareness and strategic thinking capability. Excellent decision-making, problem-solving and conflict-resolution skills. Data-driven approach with strong analytical and reporting capabilities. Outstanding communication and stakeholder management skills. Ability to manage multiple priorities in a fast-paced environment. Passion for delivering exceptional customer experiences. Adaptable, resilient and comfortable leading change initiatives. Commitment to maintaining the highest ethical and professional standards. 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 heath cash plan and BUPA dental plan