Operations Director
Application Deadline: 24 July 2025
Department: Claims Management
Employment Type: Permanent - Full Time
Location: Stoke
Description
This role will be mainly home-based with the occasional need to travel to various offices. The staff are in London, Birmingham, Stoke, Preston, Leeds and Glasgow.As Operations Director, you will be entrusted with the leadership and oversight of day-to-day operations across our TMS casualty business division, with accountability for delivering excellence across People, Client Service, Quality, Capacity, and financial outcomes. This is a dynamic role that requires both strategic vision and hands-on execution, making a tangible impact on the future of the organisation.
The successful candidate will manage a senior team of five direct reports, with wider accountability for a workforce nearly 100 full-time employees.
We are looking for a dynamic leader with a proven background in operational management, ideally within high-volume environments. Candidates should bring substantial experience in claims management, with demonstrable expertise in cost control, revenue optimisation, and effective team leadership.
A strong focus on client and customer delivery is essential. The ideal candidate will be proactive and results-driven, with a deep commitment to achieving service excellence and exceeding performance targets.
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
Career & Purpose- 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