Operations & Change Lead (Claims)

• Leading operational performance and insight - owning visibility of Claims performance, productivity, workflow and output, using data and MI to identify trends, risks and opportunities and provide clear recommendations to improve performance
• Driving operational efficiency - identifying opportunities to improve workload management, assessment efficiency and resource utilisation to maximise departmental output and operational resilience
• Identifying and delivering process improvements - reviewing existing processes and ways of working to remove inefficiencies, reduce waste and improve consistency across the Claims Department
• Leading operational change - taking ownership of operational improvement initiatives, supporting implementation and ensuring changes are effectively communicated, adopted and embedded
• Improving the customer journey - identifying opportunities to increase first-time claim resolution, reduce avoidable customer contact and rework, and improve the overall effectiveness of the claims process
• Supporting capacity and resource planning - using demand, productivity and performance information to identify capacity requirements and support informed decisions around resource and future capability
• Providing meaningful MI and insight - translating operational data into clear information and recommendations that support Leadership decision-making, prioritisation and forward planning
• Driving a culture of continuous improvement - encouraging colleagues to challenge existing ways of working, identify opportunities and use data and operational insight to support better outcomes
• Working collaboratively across Claims Leadership - partnering with the Technical Lead and Development Lead to ensure operational improvements align with technical standards, colleague capability and wider departmental objectives
• Supporting departmental leadership - contributing to the overall direction and performance of the Claims Department, ensuring operational priorities remain aligned with customer needs and wider business objectives
• Embedding sustainable improvements - ensuring changes deliver measurable benefits and become part of effective day-to-day working rather than simply being implemented

• Strong operational leadership skills - able to understand the wider Claims operation, set clear priorities and drive improvements in performance, productivity and efficiency
• Strong analytical skills - confident using MI, data and performance information to identify trends, understand underlying issues and turn insight into practical actions
• A continuous improvement mindset - naturally curious and willing to challenge existing processes and ways of working to identify opportunities to improve efficiency, consistency and customer outcomes
• Effective problem-solving skills - able to assess operational challenges, consider different options and develop practical solutions that deliver sustainable improvements
• Strong change management skills - able to lead and support change from initial identification through to implementation, ensuring improvements are understood, adopted and embedded
• Good organisation and prioritisation - able to manage multiple improvement initiatives and operational priorities while maintaining focus on delivery and outcomes
• Strong influencing and communication skills - able to engage colleagues and stakeholders, clearly explain the reasons for change and bring others with them
• Customer focus - able to identify opportunities to improve the claims journey, increase first-time resolution and reduce avoidable customer contact and rework
• Commercial awareness - understands the importance of balancing productivity and efficiency with quality, customer outcomes and the wider needs of the business
• Collaborative approach - able to work effectively alongside the Technical Lead and Development Lead, recognising the different areas of ownership while maintaining a shared focus on Claims performance
• Accountability and ownership - takes responsibility for delivering outcomes, follows actions through to completion and ensures improvements are sustained
• Living our values - consistently demonstrates our Company Values through day-to-day actions, decisions and behaviours, * Leadership: 1 year (preferred)
• Claims/Financial Services: 1 year (preferred)

Pulled from the full job description

• Flexitime
• Referral programme
• Employee discount
• Sick pay
• Free parking
• Company pension
• Paid volunteer time, * Up to 33 days’ holiday plus long service increase (FTE)
• Private health insurance
• Hybrid working with flexible hours
• Staff policy discount
• Workplace pension scheme
• Family friendly benefits
• Free on-site staff gym (7am - 7pm)
• Free Parking
• Onsite kindergarten (discounted fees available), * Casual dress
• Company events
• Company pension
• Employee discount
• Enhanced maternity leave
• Enhanced paternity leave
• Flexitime
• Free parking
• On-site gym
• On-site parking
• Paid volunteer time
• Private medical insurance
• Referral programme
• Sick pay
• Work from home

The Insurance Emporium protects many of the passions that make our lives so rich. Whether it’s your pets, horses, caravans or more, our insurance products are designed to work for you as an individual.

We’re proud to be recognised for the service we deliver. Most recently, we were crowned winners of the Customer Care Award at the British Insurance Awards and named ‘Best Claims Service’ at the Moneyfactscompare.co.uk Awards 2026, not least being five-time consecutive winners of ‘Insurer of the Year’ at the Yorkshire Financial Awards. These accolades reflect the expertise, care, and commitment of our people - particularly within our Claims function, where customer experience truly comes to life.