Operations Manager - FAST & Desk Adjusting
Lead People. Drive Performance. Shape Customer Outcomes.
Are you an inspiring operational leader who thrives on developing high-performing teams, improving customer experiences and delivering outstanding business results?We're looking for an experienced Operations Manager to lead our FAST and Desk Adjusting functions, overseeing a talented team responsible for delivering exceptional claims service to customers and clients. This is a fantastic opportunity for someone who combines strong leadership capability with commercial awareness, operational expertise and a passion for continuous improvement.As a key member of the leadership team, you'll play a pivotal role in shaping performance, embedding best practice and driving strategic initiatives that support growth, efficiency and service excellence.
What will your day look like:
As Operations Manager, you'll be responsible for creating an environment where people, performance and customer outcomes thrive.Leadership & Team Development
Lead, inspire and develop the FAST and Desk Adjusting teams, fostering a positive, high-performance culture.
Coach and support Team Managers and senior colleagues, helping them reach their full potential and build future leadership capability.
Drive employee engagement, wellbeing and retention through effective leadership and communication.
Create clear succession plans and development pathways across the function.
Operational Performance
Take ownership of operational performance against key service metrics, including:
SLA compliance
Customer satisfaction
Claim lifecycle management
Productivity targets
Indemnity spend
Quality standards
Ensure workloads and resources are effectively managed to meet client expectations and business demands.
Act as a senior escalation point for complex claims, operational issues and client concerns.
Continuous Improvement & Change
Analyse operational data, MI and performance trends to identify opportunities for improvement.
Lead initiatives that enhance customer experience, productivity and claim outcomes.
Drive the successful implementation of new processes, systems and technologies.
Champion innovation and encourage teams to embrace positive change.
Governance & Risk Management
Ensure claims are handled in line with regulatory, contractual and company requirements.
Maintain strong quality assurance, compliance and audit controls.
Manage operational risk effectively while supporting excellent customer outcomes.
Stakeholder & Client Management
Build strong relationships with insurers, brokers, clients and internal stakeholders.
Collaborate with technical, field adjusting, quality and client relationship teams to ensure seamless claim delivery.
Support client retention, growth and profitability objectives through exceptional service delivery.
What Success Looks Like
You'll be accountable for:
✅ Delivering service, quality and financial performance targets
✅ Creating highly engaged and motivated teams
✅ Improving customer and client satisfaction
✅ Maintaining strong operational governance and compliance
✅ Building a culture of continuous improvement and accountability
✅ Supporting business growth through operational excellence #INDUKI
Knowledge and Abilities:
We're looking for a confident and credible leader who can balance strategic thinking with hands-on operational management.You'll ideally bring:
Proven operational leadership experience within insurance, claims handling, loss adjusting or another customer-focused service environment.
A successful track record leading multi-functional teams and delivering measurable performance improvements.
Experience developing Team Managers and building high-performing teams.
Strong understanding of the claims lifecycle, indemnity management and customer service excellence.
Experience using KPIs, management information and data analytics to drive decision making.
Demonstrable success managing change, implementing operational improvements and delivering transformation initiatives.
Strong stakeholder management skills, with the ability to influence at all levels.
Experience managing client relationships and complex service escalations.
Knowledge of regulatory and compliance requirements within insurance or financial services.
Skills That Will Help You Succeed
Exceptional leadership and people management skills
Strong communication and relationship-building ability
Commercial awareness and customer-focused thinking
Effective problem-solving and decision-making capability
Excellent planning, organisation and prioritisation skills
Ability to lead through change and inspire others to embrace it
Strong analytical and performance management expertise
Desirable
Cert CII qualification
Leadership or management qualification
Previous experience within loss adjusting or insurance claims operations
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
Davies North America is a professional services firm specializing in insurance and regulated sectors, operating as a vital part of the global Davies Group. The company helps businesses navigate risk, optimize operations, and drive transformation through cutting-edge technology and top-tier professional services. They provide premium audit services, risk management solutions, and coordinate audit activities across multiple insurance lines including workers' compensation, general liability, garage, and auto liability. Davies North America combines innovation with expertise to support clients in managing complex insurance and compliance requirements.
