Operations Manager Property Adjusting

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 an