Claims Operations Manager

Operations Manager - Claims

Bristol (Hybrid - minimum 2 days onsite)

Permanent | 35 hours per week

Salary | £50,000 - £60,000 + bonus

The information below covers the role requirements, expected candidate experience, and accompanying qualifications.

Most claims roles talk about process.

This one is about improving it.

We’re partnering with a fast growing, modern insurance business that’s built its reputation on doing claims differently - faster, fairer, and with far more transparency than most.

No legacy drag. No “that’s how it’s always been done.”

Just a clear focus on high-quality outcomes, strong customer experience, and real ownership.

They now need someone to step in and raise the bar operationally.

We’re hiring a Claims Operations Manager to take full ownership of the function - leading delivery, improving performance, and building a high-performing team.

This role sits at the centre of the operation.

You’ll own the day-to-day, but more importantly, you’ll step back, spot what’s not working, and fix it properly.

What you’ll be doing:

Leading the team

• Manage, coach, and develop a team of Claims Handlers (5 in the team currently)
• Set clear expectations aligned to SLAs, quality, and customer outcomes
• Run 1:1s, performance reviews, and ongoing coaching
• Identify training needs and upskill the team
• Build a culture of accountability, ownership, and strong customer focus

Owning operational delivery

• Take ownership of claims SLAs - turnaround, backlog, resolution quality
• Track performance across daily, weekly, and monthly KPIs
• Manage workload distribution to ensure efficiency and fairness
• Act as escalation point for complex, high-value, or sensitive claims and complaints
• Identify risks early and take corrective action

Improving how things run

• Review claims processes to identify inefficiencies and bottlenecks
• Lead process improvements to enhance speed, quality, and customer experience
• Drive consistent ways of working across the team
• Support implementation of new systems, tools, and operational changes
• Use frontline feedback to continuously improve operations

Quality, risk & compliance

• Ensure all activity meets internal policies, regulatory requirements, and best practice
• Oversee QA outputs and address recurring issues
• Support complaint handling and root cause analysis
• Maintain strong audit trails and control standards

Stakeholder & reporting

• Work closely with senior leadership on performance, capacity, and risks
• Collaborate with internal teams (underwriting, partnerships, technical delivery)
• Produce MI on SLAs, productivity, and improvement activity
• Represent the team in operational forums and change initiatives

What you’ll bring:

• Strong leadership experience within Insurance environment
• Proven ability to improve processes, performance, and team xwzovoh output
• Experience managing SLAs, KPIs, and operational delivery
• Confident decision-maker - able to balance speed, quality, and customer outcomes
• Strong communication skills - able to influence and coach
• Analytical mindset with attention to detail
• Comfortable working with claims systems, MI, and Microsoft Office

Experience required:

• Proven experience in the insurance sector, ideally within claims or a regulated operations environment
• Previous experience leading or supervising teams
• Track record of improving operational performance and service delivery
• Insurance or financial services background preferred

Why this role:

• Real ownership of an operational function
• Opportunity to shape and improve how the team works
• Direct impact on customer outcomes and business performance
• Clear progression as the function grows

If interested, please click "APPLY" or get in contact directly"