Operations Manager Niche and DER

Claims UK & Ireland | Niche & DER Division Preston / Hybrid Reporting to: Operations Director Lead Operational Excellence. Drive Performance. Shape the Future. Are you a proven contact centre Manager with a passion for people, performance, and continuous improvement? We're looking for an experienced Operations Manager to lead a high-performing team within our Niche and DER business. This is an opportunity to play a pivotal role in shaping operational strategy, delivering outstanding customer outcomes, and driving sustainable growth across a dynamic and fast-paced claims environment. Working alongside two other Operations Managers, you will be responsible for supporting the delivery of a high-performing operation of approximately 250 FTE , including a critical 24/7 emergency response contact centre and claims operation . Much of the focus of this role will be Davies emergency response as such a 2pm to 10-00pm shift is available if it suits ? You'll lead a team of Team Managers and their wider operational teams, ensuring service excellence, regulatory compliance, operational efficiency, and a culture where people can thrive. What You'll Be Doing Inspire and Develop High-Performing Teams Lead, mentor and coach Team Managers across remote and hybrid locations. Create a culture built on accountability, engagement, collaboration and continuous improvement. Support performance management through regular coaching, feedback and development planning. Identify and nurture future talent, ensuring succession plans are in place across the division. Drive Operational Performance Deliver key operational and telephony KPIs across the business. Develop resourceful and innovative plans to optimise performance, including surge planning and capacity management. Partner with the Resource Planning Manager to develop recruitment and workforce strategies aligned to future growth. Work closely with recruitment teams to maintain strong candidate pipelines and workforce readiness. Transform Processes and Improve Efficiency Identify opportunities to streamline processes from policy inception through to claim resolution. Analyse operational data, trends and performance metrics to identify inefficiencies and drive improvement initiatives. Partner with cross-functional teams across Niche and DER to implement automation and process enhancements. Champion a culture of innovation and operational excellence. Ensure Compliance and Risk Management Maintain robust compliance standards across all operational activity. Ensure adherence to regulatory requirements, company policies and industry best practice. Stay informed of market and legislative changes, implementing operational adjustments where required. Conduct regular audits and reviews to mitigate operational risk and maintain quality standards. Deliver Exceptional Customer Outcomes Collaborate with customer service teams to effectively manage customer enquiries, complaints and escalations. Champion…