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# Operations & Change Lead (Claims)

- **Company:** The Insurance Emporium
- **Location:** York, UK (Remote available)
- **Experience:** Expert
- **Salary:** £37,500.0
- **Contract:** Permanent contract
- **Skills:** Encodings, Operational Data Store
- **Published:** August 27, 2026
- **Apply:** https://uk.indeed.com/viewjob?jk=440188384a7390cf

## About the Role

* 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)

## Description

* 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