Operations Director

Application Deadline: 24 July 2025

Department: Claims Management

Employment Type: Permanent - Full Time

Location: London UK

Description

Key Responsibilities

• Manage daily business operations, ensuring alignment with divisional objectives and firm-wide standards
• Take ownership of performance delivery across all functional pillars including people development, client satisfaction, quality assurance, and financial results
• Drive the implementation of strategic projects and initiatives, ensuring commercial and operational objectives are met
• Embed a culture of operational excellence, identifying and implementing improvements that strengthen competitive positioning
• Foster a workplace culture that reflects our values: service excellence, innovation, people engagement, and continuous improvement
• Champion the professional growth of team members, working closely with technical leads to unlock individual potential
• Set and monitor strategic performance targets and KPIs to deliver consistent and measurable outcomes
• Encourage innovation across service delivery and internal processes, promoting forward-thinking approaches to recruitment, capacity building, and client solutions
• Lead effective communication strategies across the division, ensuring alignment with the broader firm-wide vision
• Collaborate on service and product innovation, working closely with client-facing and technical colleagues to support market growth
• Evaluate current operating models and use of technology, identifying opportunities to increase agility, elevate performance, and enhance profitability
• Develop and maintain succession plans and structured PDPs to support career development across key roles
• Establish a Competency Development Framework and Career Pathway to guide growth within the TMS division
• Mentor emerging leaders, nurturing capabilities and readiness for next-level responsibilities
• Lead the transition to a new claims management platform, ensuring a seamless operational shift
• Build and strengthen relationships with clients, brokers, and internal stakeholders to support strategic growth
• Support the preparation of tenders and formal documentation to secure new business opportunities
• Monitor delivery against key performance indicators, with a continuous improvement mindset
• Leverage internal systems and procedures to drive operational efficiency and consistency
• Communicate with professionalism and clarity at every level of interaction
• Promote and sustain a culture of ownership, accountability, and outstanding client service

Skills, Knowledge & Expertise

• Demonstrated leadership capabilities grounded in a culture of ownership and accountability
• Extensive experience within the claims management sector, with deep operational insight
• Proven success in senior management roles, driving strategic and operational performance
• Exceptional interpersonal skills, with the ability to influence and collaborate across stakeholders
• Outstanding written communication skills tailored for executive and client-facing interactions
• Proficient in managing divisional profit and loss with a focus on commercial optimisation
• Track record of delivering service excellence in high-volume TPA environments
• Process-oriented mindset with strong emphasis on client delivery and quality outcomes
• Adaptable and responsive to shifting priorities and operational demands
• Resilient under pressure and capable of maintaining clarity and direction in fast-paced settings

Job Benefits

• Davies Innovation Lab
• Leadership training programme
• Funding for professional qualifications
• Thrive at Davies; learning opportunities

• The Davies Foundation
• Local charity funding
• Pennies To Heaven
• Employee Resource Groups
• Employee volunteering programme

• Pension, 5% employee and 5% employer contribution
• My Choices at Davies provides; High Street discounts and Financial wellbeing hub
• Life assurance: x4
• Refer a Friend
• Cycle to Work Scheme
• Lease car salary sacrifice
• Davies Incentive Plan
• Enhanced maternity, paternity and adoption pay

• Wellbeing centre; move, munch, money & mind focus
• Discounts with 100's of UK retailers
• EAP; 24/7 confidential helpline
• 25 days holiday, increases to 26 days after 5 years and 27 after 10 years
• Flexible working; hybrid, work from home or join a collaborative office space
• Dress for your day
• Inclusive employment policies eg. Menopause, fostering friendly, fertility, sabbatical policy and baby loss and miscarriage
• Flexible benefits include; holiday purchase plan and a opportunity to purchase heath cash plan and BUPA dental plan