Operations Manager

Role Overview

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

Requirements

• 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