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Subsidence Claims Operations Manager
Hastings Direct. Own operational performance, colleague leadership and portfolio control of the Home Subsidence claims team .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in operational leadership within home claims and subsidence, focusing on performance management, team development, and effective claims processing. Proficient in utilizing management information to enhance claim outcomes and ensure compliance with industry best practices.
Highest-signal resume keywords
Operational LeadershipClaims ManagementData AnalysisCoaching and DevelopmentStakeholder Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Claims Systems KnowledgeSubsidence Claims ManagementPerformance ManagementIndemnity ControlQuality StandardsTrend IdentificationOperational Risk ManagementResource PlanningTechnical Referrals HandlingCustomer Outcome Measurement
Soft Skills
People LeadershipCoaching SkillsJudgment
Industry Keywords
Home ClaimsSubsidenceInsurance Best PracticeOperational PerformanceSupplier ManagementCustomer OutcomesAnti-Fraud ActivityPerformance ReportingRoot-Cause AnalysisBenchmarking
About the role
Key responsibilities & impact- Own operational performance, colleague leadership and portfolio control of the Home Subsidence claims team
- Ensure claims are set up, assessed, reserved, progressed and resolved effectively
- Balance customer, commercial, regulatory and technical expectations
- Translate department priorities into performance plans
- Embed technical strategies and best practice
- Use management information to improve claim progression, consistency, indemnity control and customer outcomes
- Lead, coach and develop the Subsidence claims team
- Set objectives and ensure delivery against performance plans, quality standards and customer outcome measures
- Establish daily, weekly and monthly operational routines with performance reporting
- Maintain oversight of claim set-up, assessment, reserving, progression and resolution
- Identify trends and recommend action across the claim lifecycle, reserving, supplier performance, complaints, capacity and operational risk
- Maintain resource plans and escalate capacity, workload and budget risks
- Ensure colleagues have personal development plans supported by quarterly team training plans
- Handle technical referrals within authority and work with the Subsidence Technical Controller on strategies, controls, training and best practice
- Manage supplier and stakeholder relationships, including Head-of-level stakeholders
- Use quality reviews, complaints insight and root-cause analysis to strengthen controls and improve customer outcomes
- Support Home Claims policies and anti-fraud activity
- Support the Head of Technical Services in building a market-leading subsidence operation, including external benchmarking
Requirements
What you’ll need- Proven operational leader within home claims/subsidence, with experience managing claims handlers and suppliers, either remotely or in person
- Excellent knowledge of insurance and claims best practice
- Subsidence claims management knowledge
- Strong knowledge of claims systems and management information
- Ability to interrogate data and identify trends or patterns
- Experience managing operational performance, workloads, resources, quality and customer outcomes in a fast-paced environment
- Sound judgement to handle technical referrals within authority and escalate where required
- Strong coaching and people leadership skills
- Track record of building capability, accountability and clear development plans
- Unable to offer sponsorship for this role
- Thorough referencing process includes credit and criminal record checks
Benefits
Comp & perks- £5k car allowance
- Flexible hybrid working approach
- Competitive bonus scheme; annual 4Cs performance bonus
- Private medical insurance
- 4x salary life assurance cover
- Income protection at no extra cost
- Matched pension contributions up to 10%
- Discounts and cashback
- Free independent mortgage advice
- Free access to financial wellbeing support
- Thrive mental health app
- Colleague assistance programme available 24/7
- In-house mental health first aiders
- Support groups and dedicated wellbeing team
- 27 days annual leave plus bank holidays
- Option to buy or sell one week of annual leave
- Healthcare cashback plans
- Dental plans
- Discounted health assessments
- Cycle to work scheme
- Tech schemes
- Discounted and free onsite facilities
- Social events throughout the year
- Support, training and development