Operations Manager

Flood Re Limited; Cheltenham; On-site; GBP 50,000 - 70,000; Full time

Job summary

An innovative insurance collaboration seeks an Operations Manager to oversee daily operations and improve processes related to participant onboarding and claims management. The ideal candidate should have experience with underwriting claims data, strong communication skills, and the ability to work with diverse teams. The role emphasizes continuous improvement and operational efficiency, supporting Flood Re's mission to make flood insurance more affordable. Expect a dynamic work environment focused on a significant social purpose.

Qualifications

• Experience with Underwriting and Claims data.
• Strong understanding of household property claims.
• Proven record in managing service standards effectively.

Responsibilities

• Oversee daily operations and processes, including onboarding and claims management.
• Ensure compliance with service level agreements and performance metrics.
• Lead maintenance of operational systems and relationships with third-party vendors.

Skills

Bordereaux processing experience

Understanding of claims process

Customer-focused KPI management

Excellent communication skills

Stakeholder management

Ability to meet deadlines

Power Query and Power BI usage

Job description

The Operations Manager is responsible for the day-to-day operation of the Scheme processes including onboarding new participants to the scheme, Audit of Participant’s processes, Bordereau Management, Analysis and Management of Underwriting and Claims data as well as management of Participant queries via our Service Desk.

They will have a key role in continuous improvement of all operational systems and processes.

• Lead the maintenance of all key operational processes including participant onboarding, eligibility, and claims settlement ensuring that all Service Level Agreements and Key Performance Indicators are met.
• Ensure accurate and complete processing of Underwriting and Claims bordereaux.
• Lead the daily interaction with key third party system providers ensuring that the core systems are continually available to cedants.
• Manage Operations Assistants, providing support and encouraging empowerment and growth.
• Support Operations Assistants in resolving complex queries from Participants.
• Work with Systems & Data Analyst and IT Assurance & Business Resilience Manager to drive improvement of data quality to support the Operations Team and underpin the wider use of core data by other parts of the organisation.
• Drive and maintain continuous improvement.
• Review and support our processes and systems, seeking operational efficiencies and develop best practice.
• Maintain strong working relationships with cross functional departments, Participants and key operational vendors.
• Responsibility for maintaining and refining ingested data to distribute to the wider business when needed.

Knowledge and Experience

• Bordereaux processing experience and/or experience working with Underwriting and Claims data.
• An understanding of the claims process, preferably Household Property losses.
• Experience of managing service standards and customer-focused KPI’s.
• Excellent communication and presentation skills.
• Experience of working with internal stakeholders and third-party vendors in Insurance
• Ability to constructively challenge stakeholders whilst maintaining strong and collaborative relationships with all parties.
• Ability to work to and meet tight and demanding deadlines.
• Ability to use Power query and Power BI preferable.

Download the full job description and apply below:

Flood Re is a world first – a collaboration between government and the insurance industry that makes flood cover in household insurance policies more affordable.

You’ll be joining a team of talented individuals from a variety of backgrounds, working to deliver an increasingly important social purpose.

Find out more about our rewarding roles, supportive culture and comprehensive package here .

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Requirements for anonymised CV

Creating an inclusive environment where all types of diversity are celebrated is of huge importance to Flood Re. Our Recruitment process aims to ensure that we attract and appoint applicants with the right skills, knowledge, behaviours, and experience to meet the needs of our business. To support this, as far as possible, our line managers review and select candidates for first stage interview from anonymised CVs that do not contain gender, ethnic origin, or nationality identifiers. Please upload your CV removing your name and identifiers as set out above to enable us to share this with the recruiting manager.

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