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High Finance (UK) Limited T/A HFG
Operations Manager (Claims)High Finance (UK) Limited T/A HFG • London, South East England, UK
Operations Manager (Claims)

Operations Manager (Claims)

High Finance (UK) Limited T/A HFG • London, South East England, UK
4 days ago
Job type
  • Full-time
Job description

New Vacancy - Operations Manager (Claims)Lloyd's InsurerLondon / Birmingham / Worthing

I am currently partnered with a leading Insurer who are seeking an Operations Manager to join their Claims Operations function.

This role will be varied including but not limited to; client relationship/management, operational data governance, FNOL claims oversight and management, general facilities & office management.

My client is seeking an operational professional with a claims background, handling & operational. Someone with TPA experience would be very beneficial, as well as supplier management.

Key Responsibilities

As Operations Manager, you'll have responsibility for overseeing a number of key operational areas, ensuring high standards of service delivery, governance and performance.

Your responsibilities will include:

Panel Solicitor & Supplier Management

You'll take ownership of strategic relationships with panel solicitors and other key suppliers, ensuring contractual and service expectations are consistently met.

This will include:

  • Managing strategic supplier relationships and contractual governance.
  • Monitoring performance against agreed SLAs, KPIs and contractual obligations.
  • Identifying service issues and driving appropriate remediation.
  • Working with panel firms to deliver continuous improvement and enhance service quality, efficiency and customer outcomes.
  • Producing and presenting management information and performance reporting.
  • Acting as the key escalation point for operational issues and supplier concerns.
  • Supporting internal and external audits and ensuring findings are addressed within agreed timescales.
Data Governance & Privacy

You'll also play a key role in supporting data governance and privacy activities across Operations.

Responsibilities will include:

  • Leading First Line data governance activity within Operations.
  • Maintaining data flow maps and supporting data protection assessments.
  • Assisting with remediation activity where required.
  • Supporting the investigation and resolution of data breaches and data-related incidents.
  • Ensuring operational processes remain aligned with relevant data protection and governance requirements.
First Notification of Loss (FNOL)

A key element of the role will be the operational oversight of the FNOL function, ensuring service levels, quality standards and customer outcomes are consistently achieved.

You'll be responsible for:

  • Overseeing day-to-day operational performance across FNOL.
  • Monitoring agreed service levels and quality standards.
  • Analysing and reporting SLA breaches and operational incidents to senior leadership.
  • Producing and reviewing MI to identify trends, risks and opportunities for improvement.
  • Ensuring operational risks and control weaknesses are appropriately identified, managed and remediated.
  • Supporting audit activity and ensuring findings are addressed effectively.
Facilities & General Operations

The role also has responsibility for wider business operations and facilities across the organisation's UK offices.

This will include:

  • Leading facilities management across UK office locations.
  • Ensuring safe, compliant and effective working environments.
  • Maintaining compliance with relevant Health & Safety legislation, policies and regulatory requirements.
  • Overseeing office managers and Health & Safety resources.
  • Managing building maintenance, facilities and wider business support services.
  • Ensuring annual Health & Safety, fire risk and workplace assessments are completed.
  • Tracking actions through to successful completion.
  • Maintaining appropriate first aid and fire warden coverage across all locations.
  • Ensuring relevant training and certifications remain current.
Change & Continuous Improvement

You'll work closely with Change and Project teams, supporting strategic initiatives and wider organisational change programmes.

You'll also be expected to:

  • Identify opportunities to improve operational efficiency and effectiveness.
  • Lead continuous improvement initiatives across the function.
  • Strengthen processes, controls and service delivery.
  • Support the implementation of operational change.
  • Identify and mitigate operational risks.
  • Promote a culture of continuous improvement across the wider operations team.
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Operations Manager (Claims) • London, South East England, UK

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