Job Title: Subsidence Claims Operations Manager
Location: Leicester or Bexhill (Hybrid)
Welcome to Hastings Direct
We’re a digital insurance provider with ambitious plans to become The Best and Biggest in the UK market. We’ve made huge investments in our data and tech capabilities over the past few years, along with nurturing our 4Cs culture. We’re proud of the journey we’re on as a company and know that our continued success will rely on the contribution of our talented colleagues.
We provide insurance for over four million customers, but we know there’s even bigger opportunity out there. The fact you’re now reading this job advert means we’ve tempted you to find out more about #lifeatHD – we really hope you like what you see, and you’ll join us to share in the success of the exciting chapter that lies ahead.
We understand some people may not apply for jobs unless they feel they tick every box. If you’re excited about joining us and think you have some of what we’re looking for, even if you’re not 100% sure we would love to hear from you.
Role overview
As our Subsidence Claims Operations Manager, you’ll own the operational performance, colleague leadership and portfolio control of our Home Subsidence claims team. You’ll ensure claims are set up, assessed, reserved, progressed and resolved effectively, balancing customer, commercial, regulatory and technical expectations. By working closely with our Subsidence Technical Controller, you’ll translate department priorities into clear performance plans, embed technical strategies and best practice, and use management information to improve claim progression, consistency, indemnity control and customer outcomes.
Job details – you’ll need to have demonstrable experience in:
Operational leadership and performance – leading, coaching and developing the Subsidence claims team, setting clear objectives and ensuring colleagues deliver against performance plans, quality standards and customer outcome measures
Establishing effective daily, weekly and monthly operational routines that create pace, ownership and accountability, supported by clear performance reporting
Portfolio control – maintaining oversight of claim set-up, assessment, reserving, progression and resolution, balancing customer experience, technical accuracy, indemnity control and timely outcomes
Insight and improvement – interrogating management information to identify trends and recommend action across claim lifecycle, reserving, supplier performance, complaints, capacity and operational risk
Resource and capability planning – maintaining an effective resource plan, escalating capacity, workload and budget risks at the right time, and ensuring every colleague has a personal development plan supported by a quarterly team training plan
Technical governance – handling technical referrals within your authority and working closely with the Subsidence Technical Controller to embed technical strategies, referral controls, training and best practice
Supplier and stakeholder management – building effective relationships and influencing internal and external stakeholders, including at Head of level, to improve supplier performance and claim outcomes
Customer, quality and compliance – using quality reviews, complaints insight and root-cause analysis to strengthen controls, improve customer outcomes and support Home Claims policies and anti-fraud activity
Continuous improvement – supporting the Head of Technical Services to build a market-leading subsidence operation, including external benchmarking where appropriate
Essential skills/experience:
A proven operational leader within home claims/subsidence with experience of managing claims handlers and suppliers, either remotely or in person
Excellent knowledge of insurance and claims best practice paired with subsidence claims management knowledge
Strong knowledge of claims systems and management information, with the ability to interrogate data and identify trends or…