Taking on a portfolio of change projects that support Home Claims in translating great ideas into credible plans that benefit customers, colleagues and our company and coordinating change across several areas including IT systems, processes and customer communications
Working creatively to solve challenges, in partnership with frontline colleagues, specialists in Home Claims and the wider Claims/Hastings team – building an enviable group of stakeholders to draw on for each change
Championing a whole systems thinking approach that ensures each change considers processes across the whole customer journey so that change is implemented well, with lasting results and ensuring all processes within each change have been documents and controls are in place
Defining robust plans to implement each change, ensuring each project has clear outcomes, clear timelines and can be embedded within Home Claims whilst it manages the day to day claims operation and managing the budget for each project, ensuring business cases are robust and the change is delivered on time and within the agreed spend
Coaching, mentoring and motivating our Operations Delivery Executives and championing the highest standards, acting as an internal ‘quality check’ for all projects and change
Supporting the Head of Home Claims and making sure all change happens seamlessly, brilliantly and in partnership with the Home Claims Operations Team

Proven track record of delivering multiple operational projects successfully, including changes across busy operational areas across a matrix organisation, incorporating IT and general processes
Has a real passion for making things better for frontline colleagues and customers and able to get things done by getting ‘stuck in’ and support the resolution of problems with the team
Proven problem solver – able to demonstrate how to tackle challenges head on
Strong knowledge of Operational and Risk Management principles and practices
Experience of working in regulatory environment at this level
knowledge of Insurance/Home Claims is advantageous

Flexible working – we champion a flexible hybrid working approach – please speak to your recruiter to discuss in more detail
Competitive bonus scheme
all colleagues are eligible for our annual 4Cs performance bonus
Physical wellbeing – as a Band 4 colleague, Hastings pay for you to receive private medical Insurance (also known as PMI). This gives you flexibility and convenience to see a specialist or consultant and allows you to decide when and where you will be seen
Financial wellbeing – as well as providing you with 4x your salary with our life assurance cover, income protection at no extra cost, and matched pension contributions up to 10%, we are proud to provide you with an award winning package which includes – discounts, cashback, free independent mortgage advice and free access to financial wellbeing support
Mental wellbeing programme – we have the thrive mental health app, our colleague assistance programme available 24/7, our own in-house mental health first aiders, support groups and a dedicated team to make sure we are covering your needs
27 days annual leave + bank holidays, with the option to buy or sell one of your weeks, access to our health care cash back plans, dental plans, discounted health assessments, Cycle to work and tech schemes, discounted and free onsite facilities, social events throughout the year and much more …

Operations Delivery Manager – Home Claims

Key skills