Michelle Denny Recruitment is recruiting on behalf of a future-focused business in Diss, Norfolk, and we are searching for an experienced Operations Manager to oversee its specialist claims management function. This is a practical, hands-on role where your leadership, organisational skills, and focus on efficiency will make a measurable impact on both the team and the wider business. The salary package is paying up to £50,000pa and is purely an office-based role. The Role:As Operations Manager, you’ll be responsible for the smooth day-to-day running of the claims department. You’ll manage a team handling first notification of loss (FNOL) and hire services, ensuring that all activities meet high standards of quality and efficiency. In addition to maintaining operational excellence, you’ll play a vital role in shaping and implementing improvements that drive performance and customer satisfaction. This position provides an excellent opportunity to influence processes and contribute to the overall strategy of the business. Key Responsibilities:

Team Leadership and Development:Lead both in-house and remote teams, providing day-to-day support and long-term development. You’ll oversee appraisals, training programmes, and resource allocation to ensure everyone is aligned with company goals and performing at their best.
Operational Oversight:Manage claims volumes, team outputs, and adherence to service-level agreements (SLAs). You’ll take responsibility for ensuring financial performance targets are met, reports are accurate and timely, and that all operations align with regulatory and internal standards.
Stakeholder Collaboration:Act as the main point of contact for internal and external stakeholders, including clients and third-party partners. You’ll engage with senior management to report on performance and identify opportunities for growth and improvement.
Process Improvement:Drive a culture of continuous improvement within the department. From refining claims handling processes to enhancing customer service metrics such as Net Promoter Scores and Google reviews, you’ll be pivotal in ensuring the business stays ahead of the curve.
Strategic Input:Work closely with the senior management team to shape and deliver strategies that enhance operational performance, improve efficiencies, and support broader business goals.

What’s Needed:The ideal candidate will have a Credit Hire, Financial or Insurance background:

Leadership Experience:Proven ability to lead and inspire teams, with a focus on development, engagement, and performance.
Operational Expertise:Experience managing processes in a high-pressure environment, with a focus on efficiency, quality, and adherence to SLAs.
Analytical Skills:Strong attention to detail and the ability to interpret data to inform decisions and improve processes.
Communication Skills:A natural ability to engage with people at all levels, whether delivering clear instructions to the team or presenting performance updates to stakeholders.
Drive for Improvement:A track record of implementing and embedding successful changes to improve processes and outcomes.

Why Join?This is a role for someone who enjoys the challenge of optimising operations and supporting a high-performing team. You’ll be part of a growing business that values initiative and offers plenty of opportunities to make your mark. Alongside a supportive senior management team, you’ll have the chance to lead, innovate, and shape the future of the claims function. How to ApplyIf you’re ready to bring your expertise to a role where you can make a tangible difference, we’d love to hear from you. Please contact Michelle Denny with a brief note about why you’re the right fit for this position and we can arrange to talk. Alternatively, simply apply online.

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