Operations Manager - Pet Claims

It’s an exciting time for Admiral as it continues to embark on its diversification strategy with our newest product – Pet Insurance, launched in the summer of 2022, growing superbly well throughout 2023 and set to expand massively in 2024 with the acquisition of the More Than Pet Insurance business.

We’re looking for a new Operations Manager to join our new Pet Claims Business! You’ll be joining (and leading) a new dynamic department, that’s seeking a self-driven, impactful and confident leadership professional to help us to shape and deliver world class customer service as we face into a particularly exciting time of growth and innovation.

We are creating a new Pet Claims Centre of Excellence in Peterborough to support our acquisition of the MoreThan Pet portfolio and this team will be our growing significantly from July 2024 to July 2025 as we ramp up the volume of our claims activity. This role will be responsible for our Peterborough site alongside the core operational leadership activities.

This role would be perfect for an experienced operational leader, who has excellent communication skills, and a proven track record in delivering outstanding operational performance alongside managing large scale business change in a smooth, positive and compelling manner. You’ll be a solutions-finder, who is resilient and has a keen eye for detail. You’ll be comfortable and confident to engage at all levels, and a range of external partners and suppliers.

The successful candidate will be responsible for leading a fast growing operational area as we continuously strive to provide industry-leading products and services for our policyholders. Naturally, this will include ensuring we follow industry best practice and internal group policy in all our dealings, and supporting your Pet Claims team colleagues in an array of activities. This tole will function as part of our wider Pet Claims Leadership team reporting into our Head of Pet Claims and Supply Chain.

Main Duties

• Leading a diverse, fast-paced and multi-faceted claims operation through a period high growth, considerable change and encompassing a hybrid style of working.
• Creating plans, processes and leading end-to-end business and operational delivery for the Claims department.
• Collaborating with cross-functional teams (internal and external) to align and deliver business performance seamlessly.
• Proposing, negotiating and managing the claims operational prioritisation process, ensuring ongoing awareness and alignment of the strategic roadmap for the wider Pet business and delivering strong governance controls.
• Ensuring relevant processes and procedures are in place to facilitate the effective delivery of relevant business activity (including quality assurance).
• Leading and supporting colleagues and teams to embrace, embed and implement change requirements.
• Participating in product and service reviews, to propose relevant product and service enhancements.
• Maintaining an active awareness of industry news, changes and trends and including an established network of industry contacts.

Key Skills, Qualifications and Experience

• Leadership experience within financial services, in a personal lines’ insurance Claims environment.
• Previous successful delivery of a portfolio of operational metrics including claims handling service metrics, customer satisfaction score and indemnity controls.
• A highly skilled communicator - articulate and compelling with the ability to communicate competently at all levels, across a range of internal and external stakeholders.
• The ability to appropriately and effectively raise issues, risks and challenges.
• Highly developed leadership skills and experience of engaging with large teams.
• The ability to work with a high level of autonomy.
• Excellent organisational skills and proficient analytical skills.
• Strong IT skills and competence with using the MS Office suite of products.
• CII qualification.
• Pet and / or veterinary-related knowledge.

Additional Information

• We will review your CV within 5 working days of application and get back to you.
• The role will require travel to the Cardiff office once a month.
• We will give you everything you need to work comfortably from home.

Please note - we may close this vacancy early if we receive lots of applications or business priorities change.

Our Commitment to You

At Admiral, we are committed to being a diverse and inclusive workplace. Admiral is proud to be an equal opportunities employer and does not discriminate on the basis of race, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), national origin, gender, gender identity, sexual orientation, disability, age, or any other legally protected status.

All qualified applicants will receive equal consideration for employment.

Salary, Benefits, and Work-Life Balance

We do not have a set salary for this position, as it will be dependent on the successful candidate’s experience. We are happy to see CVs from all candidates who meet the requirements and will be happy to discuss the remuneration package.

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we’re consistently voted one of the Sunday Times Best Big Companies to work for in the UK. We want you to have an element of freedom to define a working lifestyle that supports this, so accommodate flexible hours wherever possible.

All colleagues will receive 33 days holiday (including banks holidays) when they join us, and this will increase with length of service, up to a maximum of 38 days (including banks holidays). You also have the option to buy or sell up to five days of annual leave in addition to your allocation.

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