AddressHead of Operational Transformation
Welcome to Hastings Direct – From our Group HR Director Pam Angel
We’re a digital insurance provider with ambitious plans to become The Best and Biggest in the UK market. We’ve made huge investments in our data and tech capabilities over the past few years, along with nurturing our 4Cs culture. We’re proud of the journey we’re on as a company and know that our continued success will rely on the contribution of our talented colleagues.
We provide insurance for over three million customers, but we know there’s even bigger opportunity out there. The fact you’re now reading this job advert means we’ve tempted you to find out more about #lifeatHD – we really hope you like what you see, and you’ll join us to share in the success of the exciting chapter that lies ahead.
We understand some people may not apply for jobs unless they feel they tick every box. If you are excited about joining us and think you have some of what we are looking for, even if you’re not 100% sure we would love to hear from you.
Job Details
- Support the definition and lead the delivery of the Claims Operations Vision and Strategy: bringing together the right stakeholders from across Claims and Hastings to deliver it. The roll holder will be bold and uncompromising for customers, colleagues and the company
- Lead and inspire a team of 20 Operational Delivery Managers and Executives to drive the change: investing in their development and building the right capability to succeed
- Define & Prioritise change across Operations, from both within the operation and outside Claims. This includes requests from other parts of the business that impact the Operational Teams making sure change is delivered into the operation at the right time and in the right way with colleagues engaged and understanding change that impacts them
- Champion, where right, the digitisation of Customer Claims – drive the right digital focus for Customer Claims, to deliver the right customer and company outcomes
- Lead the efficiency programme, and a stretching plan to reduce cost by 20% in 2024 through process efficiency and automation and lead the budgeting cycle for Claims Operations, and monthly re-forecasting to support Operational Leads
- Build a robust governance framework for change that ensures all Change is managed and delivered well. Understand and meet all regulatory obligations, supporting all customers but particularly Vulnerable Customers
- Build collaborative working relationships with a diverse group of stakeholders across Hastings and Suppliers – that enables you to lead the ambitious change plan by delivering through others
- Stay on top of market innovation – both to deliver brilliant service, as well as the supporting Technology and systems that can help get us there and contribute to the wider Claims Strategy – across both Operations and wider Claims/Hastings areas
Skills we would love you to have
- A change champion with the ability to led change across matrix organisations, either as a Change or Business leader
- A natural strategist with demonstrable ability to set and drive incredible outcomes by being bold and focussed getting change done
- A selfless problem solver – someone who can take a challenge, resolve it, and get stuck in to fix things. Setting aside seniority and titles to do what’s right
- A great communicator – who is able to inspire a wide group of colleagues and stakeholders to deliver their vision with a strong commercial acumen
What we offer
Join us and you’ll find a different way of doing things. We call it the 4Cs. We focus on getting it right for our colleagues, customers, company, and community. As one of our colleagues, you’ll be helping to drive our growth, so in return, we’ll give you all the support, training and development you need. Not to mention plenty of recognition and rewards, and the scope to voice your ideas and put them into practice.
Reward
Salary – Attractive salary based on experience + car allowance (pay reviews also completed each year)
Flexible Working – We champion a flexible and hybrid working approach so please speak to your recruiter to discuss in more detail, including days in the office and at home.
Competitive Bonus Scheme - All colleagues are eligible for our annual 4Cs performance bonus, which is usually paid in March. The scheme is based on Hastings’ performance against our business goals and your own personal performance.
Physical Wellbeing – as a Band 5 colleague, Hastings pay for you to receive private medical Insurance (also known as PMI) This gives you flexibility and convenience to see a specialist or consultant and allows you to decide when and where you will be seen.
Financial Wellbeing – As well as providing you with 4x your salary with our life assurance cover and income protection at no extra cost, pension contribution match up to 10%, we are proud to provide you with an AWARD WINNING package which includes – discounts and cashback at everyday retailers and on our own products, fee free independent mortgage advice, and free access to financial wellbeing support.
Mental Wellbeing programme – At Hastings Direct we understand that mental health cannot not be scheduled, that’s why we have a range of support to help you keep yourself well. We have the thrive mental health app, our colleague assistance programme available 24/7, our own, in-house mental health first aiders, support groups and a dedicated team to make sure we are covering your needs
There's more! – 27 days annual leave + bank holidays, with the option to buy or sell one of your contracted weeks, access to our health care cash back plans, dental plans, discounted health assessments, Cycle to work and tech schemes, discounted and free onsite facilities, social events throughout the year and much more ….
Our 4Cs principles are simple: we believe by creating the right culture for our colleagues and giving them the right tools to do their job, we’ll deliver good outcomes for every customer, helping us to grow the company profitably and sustainably and allowing us to invest in the communities we serve
We deliver good outcomes for our customers every time by providing great products at the right price with our simple and straightforward service. We treat customers like we want to be treated - fairly, respectfully and with their best interests at heart
Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.Please also note that we have a thorough referencing process, which includes credit and criminal record checks.
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