Operations Manager – Niche & DER Claims

About the role

We are seeking an experienced Operations Manager to lead our Niche and DER division within the Claims UK & Ireland business. Based in Preston and working in a hybrid model, you will report to the Operations Director and be responsible for a high‑performing team of around 250 staff, including a 24/7 emergency response contact centre.

Key responsibilities

• Inspire, mentor and coach Team Managers across remote and hybrid locations, fostering a culture of accountability and continuous improvement.
• Deliver operational and telephony KPIs, manage surge planning, capacity and workforce strategies in partnership with the Resource Planning Manager.
• Identify and implement process efficiencies, automation and enhancements across the claims lifecycle.
• Maintain compliance with regulatory requirements, conduct audits and mitigate operational risk.
• Collaborate with customer service teams to improve customer outcomes, NPS and Trustpilot performance.

Required profile

• Proven success in an insurance operations leadership role, preferably within Property, Niche or related sectors.
• Experience managing large, remote/hybrid teams and delivering measurable performance improvements.
• Strong commercial awareness, strategic thinking and data‑driven decision making.
• Excellent communication, stakeholder management and problem‑solving abilities.

Required skills

• Deep understanding of insurance products, underwriting principles and claims processes.
• Knowledge of insurance regulation, compliance frameworks and risk management.

What we offer

• Leadership training programme and innovation lab access.
• Professional qualification funding, pension contributions and flexible benefits.
• Generous holiday allowance, hybrid working and wellbeing resources.