Service & Operations Manager - FTC

Job Title: Service & Operations Manager, Volume Claims

(Maternity Cover - 12 Months FTC)

Level: Management

Responsible to: Director of Volume Claims

Job Summary

A key member of the leadership team, the role holder is responsible for the effective leadership of the Volume Claims operation, encompassing onboarding, customer servicing, digital claims processing, complaints management, MI and data reporting, resource planning, and people performance.

They will hold accountability for all business service metrics within Volume Claims, ensuring accurate reporting, performance visibility, and data driven decision making across all operational areas. This includes monitoring trends, identifying improvement opportunities, and driving actions to meet or exceed agreed performance standards.

The role will lead the delivery of all contractual obligations for strategic business partners across all Volume Claims business units, ensuring service level compliance, rapid issue resolution, and measurable operational outcomes. They will provide timely, accurate, and consistent updates to partners to maintain transparency, alignment, and confidence in delivery.

The role will continuously assess and strengthen the internal customer culture, ensuring teams consistently uphold the behaviours and standards that drive exceptional outcomes.

Key Accountabilities

Leadership & Management of Claims Service Operations

· Responsible for management of onboarding function for all new claims into the business including delivery of contracted service levels, conversion metrics and budgeted costs.

· Lead & support the business’ initiatives for adopting future technologies for a more digital service offering and to ensure we deliver highly effective processes, utilising automation and reducing costs to service claims.

· Accountable for overall quality of service across all volume claims teams to ensure delivery of agreed service level delivery to our partner clients.

· Lead & motivate all colleagues through Team Leaders to achieve performance targets, high engagement and excellent customer service.

· Accountable for oversight and management of all client care procedures across your direct reporting lines, including adherence to regulatory and consumer requirements.

· Management of escalated complaints ensuring high quality and effective resolutions.

· Accountability for implementation of our vulnerable customer procedures and adherence to agreed requirements.

Operational Planning, Resource Management & Performance Reporting

· Accountable for overall resource planning for volume claims including live view of forecasts v budget and actual productivity performance. Including full visibility of recruitment, attrition and skill level movement across all areas.

· Responsible for all operational performance reporting (excluding finance P&L), including monitoring and analysis of service levels, acceptance rates, claims handling metrics, productivity & customer outcomes.

· Coordinate and support the Volume Claims Operational Plan to ensure delivery of all agreed activity and initiatives including systems, process, people, customer, trading tactics, business projects and key client requirements.

Key Partner Operational Liaison

· Responsible for supporting our Commercial teams and leading on all partner liaison requirements on behalf of Volume Claims operations, including co-ordination of visits, audits, MI requirements & ad hoc requests.

· Lead & drive ongoing innovation and improvements to the quality of service, performance visibility and process improvements for our key partner clients ensuring higher efficiency, customer satisfaction and enhanced reputation.

· Own & manage our key partner operational plans to co-ordinate activity and ongoing initiatives across Volume Claims and develop bespoke partner operational reporting to enable dedicated tracking of performance and improved integration with our key partners.

· Oversight of customer experience governance for our key partners including management and tracking of customer escalation resolutions and driving improved customer satisfaction outcomes.

Operational Controls & Process Governance

· Accountable for overall co-ordination and management of all key operational controls and own the key control framework & reporting for all reporting operational areas.

· Own & manage the documentation of all agreed operational processes ensuring regular checks and balances against agreed practices and ensuring actions in place to resolve adherence gaps.

· Responsibility for management and tracking of all operational related IT system escalated issues & incidents which are a live risk to or are affecting operational performance and stability.

· Lead the ongoing analysis of process performance and design of new process initiatives to enhance service, efficiency and financial performance. Support strategic change programmes to deliver new solutions.

Colleague Capability & Talent Development

· Responsible for maintenance and development of the skills and talent frameworks across volume claims to ensure consistent pipeline of colleagues available to fill vacancies as required.

· Own and manage the plans to multi skill colleagues in the high volume teams to enable handling of both new and existing claims and improve overall efficiency of the operations.

· Identify key talent and develop individual plans to accelerate capability into other areas of the business including projects, commercial team, fast track & multi track claims.

Key Performance Indicators

The following KPIs will form a key part of the success criteria for your role:

§ Call Answer Rates including %age calls answered <20 Seconds.

§ Email Answer Rates X% within Y hours of receipt.

§ Acceptance Rates / Conversion of new recommendations.

§ NPS / Customer Satisfaction / Trust Pilot and other service relating metrics.

§ Talent Mapping / Internal movement and promotions including %age of colleagues “Ready for More”.

§ Partner Satisfaction survey scores.

§ Cost Per Claim.

§ Digital Innovation Delivery.

§ Complaint frequency & resolution KPI

Person Profile

A strong people leader who is personally motivated by creating team capability and harnessing the business values and purpose to generate a unique environment of high performance and contemporary learning.

Someone who takes an active interest in civil law, demonstrating a willingness to keep up to date on legal, regulatory and insurance processes or rules changes.

· Act with drive, pace and passion with the ability to work in a fast moving environment.

· Ability to lead with integrity, be respectful of all colleague opinions.

· Ability to motivate colleagues & work as part of a team with strong supervisory skills and an ability to put others at ease and build trust & confidence through self-awareness and a high degree of emotional intelligence.

· Takes personal ownership, leads by example and works collaboratively across the business.

· Good interpersonal / communication skills both written & verbal with self-awareness of your own impact on others & an ability to consider appropriate forums for communications.

· A natural organiser able to set clear expectations of what good looks like and how it is measured.

· Demonstrate consideration of our company values in day to day decision making.

· Ability to follow Company process / guidelines & make appropriate decisions.

· Be a cultural ambassador by displaying our values and behaviours in every aspect of the work they do.

Essential

· Whilst previous experience of leading an operation c50-150 FTE is preferred, we are keen to hear from ambitious individuals who believe they are ready for a step up to Operational Management.

· Resource planning, recruitment, managing performance & productivity, ideally in a professional services environment.

· IT skills – including Microsoft Word; Microsoft Teams; PowerPoint & Excel. Any experience of Power BI or similar data tools would be useful.

· Experience of conducting 1-2-1’s / personal development plans / performance reviews.

· Experienced in the use and interpretation of MI and data and able to present to executive level as and when required.

· Willing to explore and embrace new technologies which can support the business and our customers into alternative ways of managing their claims.

Personal Development

In a role at this level, it is important to continue self-development and maintain positive relationships within the business to stay informed about all regulatory and CPR updates.

Equal Opportunities

Minster Law is committed to equality and diversity and being a workplace that creates a sense of belonging for everyone.

We’re an equal opportunity and disability confident employer. All applicants will be considered for employment regardless of age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, neurodiversity, or disability status. You can read more about our commitment to equality and diversity on the Minster Law website.