The Operations Manager will oversee Claims, Complaints and Customer Services teams structured into dedicated operational streams, each led by a Team Lead. They will work closely with these leads to ensure consistency, quality, and performance across all areas of activity
Process Ownership – Claims, Complaints and Customer Service:
As the designated Process Owner, the Operations Manager will:
Define, document, and maintain end-to-end process standards for claims, complaint handling and customer services across all operational streams
Ensure processes are compliant with applicable regulatory and insurance frameworks, including PPI-specific requirements
Lead process governance forums and act as the single point of accountability for process-related decisions
Drive continuous improvement initiatives, identifying inefficiencies and implementing structured solutions
Collaborate with Transformation, Compliance, IT, Project, and other cross-functional stakeholders to ensure process alignment and readiness
Own the process change management cycle, from design through to implementation and post-implementation review
Claims and Complaints Management
- Manage the full lifecycle of claims and complaints operations within the PPI insurance framework
- Monitor and analyse operational KPIs, identify trends, and implement corrective action plans where necessary
- Ensure complaint handling processes are aligned with regulatory requirements and group standards
Act as an escalation point for complex or sensitive cases
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Reporting and Analysis
- Produce clear, concise, and insightful operational reports for senior management and relevant stakeholders
- Develop and maintain operational dashboards to track operational activities such as claims volumes, complaint rates, resolution times, and team performance
Present findings with structured recommendations, adapting communication to the audience
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Strategic Transformation
- Drive the department's transition to a process-led operating model
- Challenge existing ways of working and contribute to the redesign of operational structures
Support change management efforts, ensuring teams are engaged and aligned throughout the transformation
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Operations Leadership:
- Lead and manage a multi-cultural operations team structured around functional streams
- Provide clear direction, coaching, and development to Claims, Complaints and Customer Services Team Leads
- Foster a high-performance culture rooted in accountability, continuous improvement, and collaboration
Oversee daily operations across all streams, ensuring service levels, quality standards, and regulatory obligations are consistently met
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