Deputy Operations Manager

The Deputy Operations Manager will support the Operations Manager in overseeing and leading the day-to-day operations of the Pet Claims Department.  This role will be required to lead, support and co-ordinate a motivated, results driven team who strive to deliver exceptional and compliant customer service through excellent communication and strong people development. This role is key in driving operational performance, fostering a positive work environment, and ensuring that team managers and assessors are supported, coached, and developed. The Deputy Operations Manager will stand in for the Operations Manager when required, ensuring smooth operations and consistent leadership across the department.

Main Duties:

Operational Leadership:

• Support the Operations Manager in the management and strategic direction of the Pet Claims Department.
• Oversee day-to-day operations, ensuring claims are processed in a timely, efficient, and customer-focused manner.
• Drive high performance targets and KPIs (e.g., claim turnaround times, accuracy, customer satisfaction).
• Lead operational meetings and drive the continuous improvement of processes, systems, and policies.
• Team Development and Leadership:
• Lead and motivate a diverse team of Team Managers and Assessors to achieve department objectives and improve team performance.
• Work closely with Team Managers and other internal stakeholders to identify areas for development and provide coaching and support.
• Facilitate colleague development through regular training, performance reviews, and career progression discussions.
• Promote a culture of engagement, motivation, and accountability, ensuring the team feels supported and valued.

Performance Management:

• Assist in the management and monitoring of individual and team performance, identifying areas for improvement and implementing action plans.
• Ensure that performance targets (KPIs) and service level agreements (SLAs) are met or exceeded, regularly reviewing reports and performance data.
• Address performance issues proactively and in collaboration with PS and the Operations Manager.

Customer Service Excellence:

• Champion excellent customer service by setting high standards for the team and leading by example.
• Resolve complex customer issues that may require escalation, ensuring customers’ concerns are addressed efficiently and professionally.
• Ensure the department is consistently meeting customer expectations by implementing feedback mechanisms and continuously improving customer service processes.

Absence Coverage and Delegation:

• Provide support for the Operations Manager during their absence, assuming full responsibility for department operations.
• Take ownership of urgent issues and ensure seamless continuation of departmental activities in the absence of senior leadership.

Continuous Improvement:

Identify opportunities for process optimization, cost reduction, and improved service delivery.

• Lead or participate in cross-functional projects aimed at enhancing operational efficiency, innovation, and customer experience.

Performance Metrics:

• Achievement of departmental KPIs (e.g., claims processing time, accuracy, customer satisfaction scores).
• Employee engagement and development (e.g., team feedback, training outcomes).
• Successful resolution of complaints and the coaching of TMs to achieve this.

Experience

• Minimum of 3 years of experience in a supervisory or leadership role, preferably within a claims or customer service environment.
• Experience in the Pet insurance or claims industry is a strong advantage but not required.

Personal Attributes:

• Resilient and Adaptable: Ability to thrive in a fast-paced, ever-changing environment.
• Motivational Leader: Inspires and engages teams through positive leadership.
• Customer-Centric: Always strives to meet and exceed customer expectations.
• Detail-Oriented: A keen eye for detail, ensuring accuracy in all aspects of operations.
• Proactive and Solution-Focused: Able to anticipate challenges and create solutions before issues arise.
• Excellent written and verbal communication skills, with the ability to communicate effectively with both internal teams and external stakeholders.
• Ability to present information clearly and influence decisions at all levels of the organization.

Our Commitment to You

At Admiral, we are committed to being a diverse and inclusive workplace. Admiral is proud to be an equal opportunities employer and does not discriminate on the basis of race, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), national origin, gender, gender identity, sexual orientation, disability, age, or any other legally protected status.

All qualified applicants will receive equal consideration for employment.

Benefits, and Work-Life Balance

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we’re consistently voted one of the Sunday Times Best Big Companies to work for in the UK.

All colleagues will receive 33 days holiday (including banks holidays) when they join us, and this will increase with length of service, up to a maximum of 38 days (including banks holidays). You also have the option to buy or sell up to five days of annual leave in addition to your allocation.

You can also view some of our other key benefits here.

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