Insurance Operations Manager

1 week ago


Glasgow, Glasgow City, United Kingdom Direct Line Group Full time

Direct Line Group is a customer-obsessed market powerhouse, offering a unique blend of industry experience and talented individuals.

About the Role
  • We are seeking an Insurance Operations Manager to lead our Large & Complex Loss team, driving innovation and shaping exceptional claims experiences that truly make a difference.

The successful candidate will have strong technical knowledge of complex loss cases, excellent stakeholder engagement and management capabilities, and an analytical mindset to interpret data and drive performance improvements.

Key Responsibilities
  • Lead, inspire, and develop your team to deliver exceptional customer service and effective indemnity control.
  • Drive your team to consistently exceed agreed service level agreements (SLAs) while ensuring adherence to company policies and contractual terms.
  • Foster continuous improvement within your team by developing performance enhancement initiatives and contributing to department-wide innovation.
  • Maintain and apply technical knowledge across Large & Complex Loss specialisms to support claims handling and broader business projects.
  • Collaborate across teams and departments to achieve optimal claims outcomes and support strategic initiatives.
  • Oversee recruitment, performance management, and development of team members, ensuring robust succession plans are in place.
  • Identify, own, and manage risks in line with Direct Line Group's risk framework.
  • Monitor and manage departmental financial costs, ensuring efficient use of resources and achieving best value.
Salary and Benefits
  • A competitive salary range of £60,000 - £80,000 per annum, depending on experience.
  • Generous 9% employer pension contribution.
  • Annual company bonus of up to 10%.
  • 25 days holiday allowance (plus the option to buy or sell up to 5 days each year).
  • 50% off home, motor, and pet insurance.
  • Free travel insurance and Green Flag breakdown cover.
  • Additional optional Health and Dental insurance.


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