Senior Subsidence Operations Manager

Overview

In this role you lead multiple subsidence teams to deliver high-quality, timely service from instruction to resolution. You drive service excellence, efficient claim progression and lifecycle performance, while meeting revenue targets. You provide strong operational leadership to Team Managers, ensuring capacity, information, and accountability to achieve service and financial objectives. The position focuses on accelerating settlements, improving customer outcomes, and embedding continuous improvement across the portfolio.

Responsibilities

• Oversee service delivery across designated teams and client portfolio
• Drive case progression to accelerate settlements and boost customer satisfaction
• Monitor workflow, volumes, capacity, ageing claims and demand
• Prioritise work by customer need, complexity and business requirements
• Identify early service deterioration and intervene promptly
• Hold Team Managers accountable for service, performance and financial targets
• Provide Head of Operations with visibility of performance and risks
• Identify bottlenecks and avoidable touchpoints in the lifecycle
• Use MI and root-cause analysis to understand ageing or stalled cases
• Establish ownership of cases at all stages of the customer journey
• Lead, coach and develop Team Managers
• Set expectations on service, lifecycle, productivity, quality, people and finances
• Conduct regular performance reviews using MI to spot trends
• Maintain focus on positive customer outcomes and timely communication
• Monitor backlog and ageing workflow and take corrective action
• Incorporate learning from complaints and feedback into process improvements
• Lead culture of continuous operational improvement across the portfolio
• Share best practices and embed improvements across teams
• Challenge processes that increase lifecycle or complexity

Key requirements

• Subsidence experience at management level
• Understanding of client requirements
• People management experience
• Resourcing planning in a dynamic environment
• Knowledge of insurance principles
• Experience managing managers across multiple operational functions
• Strong leadership, planning and organisational skills
• Record of delivering successful change and initiatives
• unknown(other clear requirements)

• Strategic leadership
• Stakeholder management
• Analytical thinking
• MI (management information)
• Root-cause analysis
• Workflow management

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