Operations Manager M/F
Core
Oversee Claims, Complaints, and Customer Services teams to ensure consistency, quality, and performance across operational streams while driving process ownership and continuous improvement.
Role type
Senior Operations Manager (Insurance/Financial Services)
Builds
End-to-end process standards for claims and complaints within the PPI insurance framework; operational dashboards for claims volumes, complaint rates, and team performance.
Domain
Insurance / Financial Services / Claims Management
Deliverable
dashboards & analysis
Required skills
Process ownership and governance, Claims and complaints lifecycle management, KPI monitoring and trend analysis, Change management, Team leadership and coaching, Cross-functional stakeholder collaboration, Regulatory compliance (PPI frameworks), Data interpretation and reporting.
Preferred skills
Experience with process-led organizational models, Background in PPI or consumer credit insurance, Familiarity with AI tools and automation concepts, Managing multicultural and geographically distributed teams.
Technologies
AI tools, Automation platforms, Operational dashboards
Responsibilities
Define and maintain end-to-end process standards for claims, complaints, and customer services; Manage the full lifecycle of claims and complaints operations; Produce operational reports and dashboards for senior management; Lead and develop a multi-cultural operations team; Drive the department's transition to a process-led operating model; Act as an escalation point for complex cases.
Seniority
Senior, hands-on IC with management layer