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Subsidence Claims Operations Manager
Hastings Direct. Own the 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 strong operational leadership in Home Subsidence claims management, with a focus on performance improvement, team development, and effective stakeholder management. Proficient in claims systems, data analysis, and implementing best practices to enhance customer outcomes.
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 SystemsSubsidence Claims ManagementOperational Performance ManagementData InterrogationQuality Control
Soft Skills
Coaching SkillsPeople LeadershipJudgement
Industry Keywords
Home ClaimsClaims Best PracticeRegulatory CompliancePerformance ReportingRisk Management
About the role
Key responsibilities & impact- Own the 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 clear performance plans
- Embed technical strategies and best practice with the Subsidence Technical Controller
- Use management information to improve claim progression, consistency, indemnity control and customer outcomes
- Lead, coach and develop the Subsidence claims team
- Establish daily, weekly and monthly operational routines with clear 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
- Manage internal and external 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 and conducting external benchmarking
Requirements
What you’ll need- Demonstrable experience as an operational leader within home claims/subsidence
- Experience managing claims handlers and suppliers, remotely or in person
- Excellent knowledge of insurance and claims best practice
- Knowledge of subsidence claims management
- 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
- Must be able to work in the United Kingdom; sponsorship is not available
- Successful candidates subject to 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 mental wellbeing support
- 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
- Training and development support