Operations Manager

Department: Claims Management

Employment Type: Permanent - Full Time

Location: Glasgow

Description

At Davies people are at the heart of all we do, out values state that we succeed together, and it is this, that makes the business a great place to work! You will be valued and supported and receive excellent benefits including but not limited to:

Reward platform – discounts for over 800 retailers
25 days holiday (rising with service plus option to purchase up to 5 extra days a year!)
Development, training, and professional qualifications

The Operational Manager will be responsible for managing the operational aspects of TMS, ensuring seamless service delivery, compliance with regulations, and continuous improvement in efficiency and customer satisfaction. This role requires strong leadership skills, a keen eye for detail, and the ability to adapt to a fast-paced, customer-focused environment.

Please note that this role is a dual location role covering teams across various office including, Glasgow, Stoke, Preston and remote workers.

Due to the nature of this position, this role requires candidates to be a sole British National or dual national with one part being British, with no restrictions on working in the UK. Due to the national security requirements of this position, candidates must hold British Citizenship to be eligible to apply.

What will your day look like:

Operational Management:

Oversee daily operations including client management, team capacity, complaint strategy, compliance and overall service delivery
Develop and implement operational policies and procedures to ensure efficiency and consistency.
Monitor key performance indicators (KPIs) to track performance and identify areas for improvement.

Team Leadership:

Manage, train, and motivate a team of direct reports ( team Leaders) and claims handlers
Foster a positive working environment that encourages collaboration and high performance.
Conduct regular performance reviews and provide constructive feedback.
Feed into the overall divisional culture , supporting divisional focus and retention

Customer Service:

Ensure high standards of customer service by addressing client enquiries, complaints, and feedback promptly.
Work closely with the sales and marketing teams to align service offerings with customer needs.

Compliance and Risk Management:

Ensure all operations comply with industry regulations, licensing requirements, and health and safety standards.
Develop and implement risk management strategies to minimize operational disruptions.

Financial Oversight:

Support the Divisional Director with the management of operational budgets, control costs, and identify opportunities for cost savings.
Analyse financial reports and make data-driven decisions to optimize profitability.

Technology and Systems:

Leverage technology to improve operational efficiency, such as system improvements and adoption of new systems and technology
Stay updated on industry trends and recommend innovative solutions to enhance operations.

Knowledge and Abilities:

Foster a positive and ethical working climate conducive to attracting, retaining, and motivating a diverse group of high-performing employees.
Develop and sustain motivated and skilled teams through effective leadership, development, mentoring, and coaching.
Use knowledge and data to challenge current assumptions and drive change.
Manage relationships with internal and external customers and suppliers
Influence and support the budget-setting process, ensuring clarity and commitment from the operations team.
Guarantee adherence to all policies and protocols concerning Security, Health and Safety, and Governance within the operation.
Meet customer, legal, compliance, and regulatory requirements.

Benefits

Career & Purpose

Davies Innovation Lab
Leadership training programme
Funding for professional qualifications
Thrive at Davies; learning opportunities

Environmental & Social

The Davies Foundation
Local charity funding
Pennies To Heaven
Employee Resource Groups
Employee volunteering programme

Financial Health

Pension, 5% employee and 5% employer contribution
My Choices at Davies provides; High Street discounts and Financial wellbeing hub
Life assurance: x4
Refer a Friend
Cycle to Work Scheme
Lease car salary sacrifice
Davies Incentive Plan
Enhanced maternity, paternity and adoption pay

Mental, Physical & Emotional Wellbeing

Wellbeing centre; move, munch, money & mind focus
Discounts with 100's of UK retailers
EAP; 24/7 confidential helpline
25 days holiday, increases to 26 days after 5 years and 27 after 10 years
Flexible working
Dress for your day
Inclusive employment policies eg. Menopause, fostering friendly, fertility, sabbatical policy and baby loss and miscarriage
Flexible benefits include; holiday purchase plan and a opportunity to purchase heath cash plan and BUPA dental plan

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Operations Manager