Operations Delivery Executive - Home Claims

Job Title: Operations Delivery Executive – Home Claims

Location: Leicester or Bexhill (hybrid)

Welcome to Hastings Direct

We’re a digital insurance provider with ambitious plans to become The Best and Biggest in the UK market. We’ve made huge investments in our data and tech capabilities over the past few years, along with nurturing our 4Cs culture. We’re proud of the journey we’re on as a company and know that our continued success will rely on the contribution of our talented colleagues.

We provide insurance for over four million customers, but we know there’s even bigger opportunity out there. The fact you’re now reading this job advert means we’ve tempted you to find out more about #lifeatHD – we really hope you like what you see, and you’ll join us to share in the success of the exciting chapter that lies ahead.

We understand some people may not apply for jobs unless they feel they tick every box. If you’re excited about joining us and think you have some of what we’re looking for, even if you’re not 100% sure we would love to hear from you.

Role overview

We’re transforming the way we manage Home Claims. We want to make what can be a stressful time and process for customers (and colleagues) into something more straightforward.

Reporting into one our Operations Delivery Managers, we’re growing our team to support the delivery of high impact, high value change projects into, and alongside, a busy Home Claims team. We’re seeking colleagues with experience (and passion!) for delivering brilliant, people-centred change.

Job details – you’ll need to have demonstrable experience in:

• Supporting our Delivery Managers to implement a portfolio of change projects, helping a busy Home Claims team to translate great ideas into credible plans that benefit customers, colleagues and our company

• Building a supportive group of stakeholders to draw on for each change, working creatively to solve challenges – all in partnership with frontline colleagues, specialists and the wider Claims/Hastings teams

• Supporting a whole systems thinking approach that ensures each change considers processes across the customer journey and that the change is implemented well with lasting results

• Ensuring processes within each change have been documented and controls are in place to reduce the risk of error, ensuring key performance reporting enables the project benefits to be tracked accurately

• Supporting the delivery of robust plans to implement each change, ensuring each project has clear outcomes, clear timelines and can be embedded into and alongside a busy Claims Operation

• Coordinating changes across several areas including IT systems, processes and customer communications, as well as supporting the budget process for each project

Essential skills/experience:

• Good knowledge of working with change in a regulated environment such as insurance or financial services (and any claims/home claims experience is advantageous!) and in a matrix organisation

• Strong proven experience of supporting and delivering multiple projects successfully, including changes across various operational areas such as IT and processes

• Genuine drive, motivation and passion for making things better for colleagues and customers, as well as the company

The interview process

Our interview process involves the below:

• Recruiter intro/screening call

• 1st stage interview with one of our Operations Delivery Managers

• 2nd interview with our Head of Technical Services

As a Disability Confident employer, we’re committed to ensuring our recruitment processes are fully inclusive – what this means to you is if you’re applying for a job with us, you’ll have fair access to support and adjustments throughout your recruitment journey. We also welcome applications through the Disability Confident Scheme (DCS).For more information on the DCS, please visit our inclusive business page on our careers website.

Regrettably, we are unable to offer sponsorship for this role.

Benefits: In addition to a competitive salary you will also receive…

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

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

There's more! – 25 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 ….

Join us and you’ll find a different way of doing things. We call it the 4Cs. We focus on getting it right for our colleagues, customers, company and community. As one of our colleagues, you’ll be helping to drive our growth, so in return, we’ll give you all the support, training and development you need. Our 4Cs principles are simple: we believe by creating the right culture for our colleagues and giving them the right tools to do their job, we’ll deliver good outcomes for every customer, helping us to grow the company profitably and sustainably and allowing us to invest in the communities we serve.

Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. Please also note that we have a thorough referencing process, which includes credit and criminal record checks.

At Hastings Direct, we’re committed to creating an inclusive environment where everyone has the opportunity to succeed. If you require any reasonable adjustments during the recruitment process, we encourage you to be open with us. Our recruitment team is here to provide the support you need to ensure a fair and accessible experience for all.

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