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Operations Claims Leader

2 weeks ago

London, Greater London, United Kingdom Right International Full time

Job Title: Operations Claims Leader
Location: West Yorkshire (On-site 4-5 Days a Week)
Salary: Competitive + Up to 10% Bonus + Private Healthcare + Pension + Generous Annual Leave
Sector: Legal Services – High-Volume Claims (RTA & Serious Injury)

Join one of the UK's fastest-growing legal services firms – leading the future of claims handling and digital transformation.

The Role:
We are seeking a dynamic Operations Claims Leader to join a thriving and rapidly expanding legal services business in West Yorkshire. This is a pivotal, mid to senior-level leadership role overseeing a high-volume contact centre team handling small claims from cradle to grave, with ambitions to double in size over the next 12 months.

Leading a team of 5-6 direct reports and working with a wider division of 50-100 staff, you'll take charge of end-to-end contact centre operations, spearhead operational excellence, and drive a people-first culture while delivering process efficiencies.

Key Responsibilities:

  • Lead and manage a growing team of 40+ claims handlers, scaling up to 75-100 staff within 12 months.
  • Own the operations roadmap – from recruitment and onboarding to training, mentoring, and development.
  • Oversee cradle-to-grave claims processes in a fast-paced, regulated environment.
  • Drive digital transformation and lead the integration of AI and automation into claims handling.
  • Champion Customer Duty, compliance, and governance, ensuring alignment with FCA regulations and SRA complaint handling standards.
  • Identify and eliminate process inefficiencies while improving customer journey and operational KPIs.
  • Collaborate with stakeholders and external partners to strengthen supplier relationships and deliver strategic goals.
  • Create and deliver short-term operational action plans and long-term strategic growth initiatives.
  • Proven leadership experience within insurance, personal injury, or claims management sectors.
  • Experience in managing high-volume contact centres and/or operational teams.
  • Strong knowledge of FCA and SRA regulatory frameworks, including complaints handling.
  • Track record of leading digital transformation and implementing new technologies to improve service delivery.
  • Natural leader who thrives on coaching, mentoring, and inspiring high-performance teams.
  • Adept in people management, conflict resolution, and developing team culture in growing environments.
  • Commercially astute with experience managing supplier relationships and contributing to long-term business planning.
  • A practical operator with deep understanding of claims handling and the full customer journey.

What will you get:

  • Up to 10% performance-based bonus
  • Private healthcare, pension contribution, and generous annual leave
  • Key leadership role in the largest RTA and Serious Injury claims division
  • A chance to be part of an exciting growth story and shape the next era of claims innovation

If you're ready to lead transformation, inspire teams, and deliver operational excellence in a growing legal services powerhouse – we want to hear from you.

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