Subsidence Claims Operations Manager

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…