Operations Manager - Large Loss and Personal Injury

Senior Operations Manager - Large Loss & Personal Injury Business Area Reference NVR03378 Contract Type Full Time Location Tunbridge Wells Closing Date Company Description/ Business Unit Job Title: Senior Operations Manager - Large Loss & Personal Injury Location: Tunbridge Wells - Hybrid - Three Days in Office Employment Type: Permanent AA Summary Think the AA is just about roadside assistance? Think again! As one of the UK's most trusted brands, we provide a wide range of services to millions of customers. From comprehensive Home and Motor Insurance to personalised Financial Services like Loans and Savings, and outstanding B2B, Consumer, Business Services, Driver Training, Car Care, and Service Maintenance and Repair, we've got you covered. Our mission is to keep Britain moving, and we're looking for dedicated individuals to join our team. Ready to join us? #LI-EJ1 #LI-Hybrid This is the job As our Senior Operations Manager - Large Loss and Personal Injury, you'll lead the operational delivery and continued development of our Personal Injury and Large Loss claims functions. Reporting to the Head of Claims Operations, you'll oversee day-to-day performance across service delivery, complaints, governance, risk and controls, while managing a small personal portfolio of claims. You'll ensure we deliver excellent customer outcomes, strong commercial performance and consistently meet our regulatory responsibilities. You'll play a key role in shaping how our claims operation evolves, using performance insight, process optimisation and technology to drive continuous improvement and transformation. Leading through others, you'll build capability across your leadership teams, create a culture of accountability and customer focus, and work closely with stakeholders across the business to ensure FCA expectations, Consumer Duty principles and internal governance standards are embedded in everything we do. What will I be doing? Leading the day-to-day management and performance of our Personal Injury and Large Loss claims teams, ensuring delivery against agreed service, financial, indemnity, regulatory and customer outcome measures. Managing a small personal portfolio of complex claims while providing senior oversight and direction across Personal Injury and Large Loss, acting as an escalation point for complex customer, operational and regulatory matters. Building a high-performing and accountable leadership team, developing capability across your direct reports, setting clear expectations and ensuring operational priorities are translated into effective plans and actions. Owning the end-to-end claims complaints framework, ensuring complaints are handled effectively while using root cause analysis and customer insight to reduce recurring issues, strengthen journeys and improve customer outcomes. Embedding a robust governance, risk and control environment across claims operations, ensuring FCA requirements, Consumer Duty principles and internal governance standards are consistently understood and applied. Driving operational and commercial performance across service levels, indemnity spend, cost to serve and resource management, identifying opportunities to improve efficiency while maintaining quality and customer outcomes. Using robust management information across customer, operational, financial and risk measures to identify emerging trends, performance gaps and opportunities, translating insight into clear interventions and improvement plans. Shaping the continued transformation of Claims by simplifying and improving processes and championing the effective use of technology, automation and digital solutions to create more efficient and scalable ways of working. Partnering with senior stakeholders across Claims, Risk, Compliance, Finance and Customer functions, providing credible performance and risk insight while influencing priorities, decisions and the ongoing development of claims operations. Championing a culture of accountability, customer fairness, continuous improvement and high performance, leading teams positively through change and ensuring colleagues remain engaged and aligned to our strategic priorities. What do I need? Strong leadership capability within claims, insurance operations or another regulated customer environment, ideally with knowledge of Personal Injury and Large Loss claims. Proven ability to lead through multiple management layers, developing leadership capability and creating high-performing, accountable teams. Deep understanding of FCA requirements, Consumer Duty, TCF and the wider regulatory and governance expectations within an insurance environment. Strong claims knowledge with an understanding of operational performance, indemnity control, customer outcomes, complaints and the management of complex claims. Demonstrable experience of owning or significantly influencing complaints frameworks, using root cause analysis and customer insight to drive meaningful improvement. Commercial acu