This is a unique opportunity to join a founder-led insurtech start-up, where we are seeking a highly motivated and skilled Operations Lead. The successful candidate will play a crucial role in supporting the Claims Director in overseeing the day-to-day functions of the claims management department.
You will be responsible for the operational delivery of the Property & Casualty teams to ensure service levels are achieved and quality standards are maintained. This will involve ensuring that business strategies are successfully implemented, processes and procedures are documented and adhered to and focus on streamlining processes and removing friction to improve operating costs and enhance the customer journey.
Responsibilities:
- Lead and manage the operational delivery of the Property & Casualty claims teams.
- Ensure service levels, quality standards, and turnaround times are consistently achieved.
- Support the Claims Director in the development and execution of operational and claims strategies.
- Identify, recommend, and implement process improvements to increase efficiency, reduce operating costs, and enhance the customer experience.
- Proactively identify and resolve operational challenges to maintain workflow continuity.
- Develop and maintain effective resource models to ensure optimal departmental capacity and performance.
- Leverage data analytics to identify trends, forecast demand, and support informed decision-making.
- Maintain strong relationships with key clients, stakeholders, and partners.
- Collaborate with the Technology team to drive process optimisation and maximise the use of claims systems and digital tools.
- Create and maintain a departmental skills matrix to support workforce planning, upskilling, succession planning, and surge capacity management.
- Document and maintain operational guidelines, workflows, service standards, procedures, controls, and performance metrics.
Requirements and Capability:
- Extensive experience within a claims management environment, with strong knowledge of claims processes, procedures, and systems.
- Proven leadership experience, with a track record of managing, developing, and motivating high-performing teams.
- Experience handling Property and/or Casualty claims.
- Strong analytical capability, with the ability to interpret data and make practical, forward-looking decisions in a fast-paced environment.
- Excellent communication skills, with experience supporting strategic initiatives and reporting to senior management.
- Demonstrated ability to work cross-functionally, collaborate effectively, and deliver operational solutions.
- Ability to identify, assess, and appropriately escalate risks or issues impacting projects or organisational performance.
- Strong conflict resolution and stakeholder management skills, with the ability to build trusted relationships across functions.
- Proficient in claims systems, insurance platforms, and Microsoft Office applications, particularly Excel and Word.
What we offer:
- Additional annual leave with service, plus additional paid day leave for your birthday.
- Wellbeing packaged including free PT sessions, private medical insurance & health cash back plan.
- Part-funded or fully-funded professional qualifications, with length of service.
- Free parking, pension, full time hours of 35 hours a week.