Senior Subsidence Operations Manager

Responsibilities

The Senior Subsidence Operations Manager will lead and oversee designated teams to ensure high-quality service delivery and efficient claim lifecycle progression. They are responsible for meeting financial objectives, driving operational improvements, and coaching team managers to achieve performance standards.

Requirements

Candidates must have significant experience in subsidence management at a leadership level and a strong understanding of insurance principles. Proven ability to manage managers, deliver change initiatives, and oversee complex operational workflows is essential.

Skills

• Subsidence management
• Operational leadership
• Team management
• Claim lifecycle management
• Financial objective management
• Performance management
• Root-cause analysis
• Resource planning
• Change management
• Customer service excellence
• Workflow oversight
• Stakeholder management
• Coaching
• Data analysis
• Compliance management

About this role

To lead and oversee performance of designated subsidence teams, ensuring that
customers receive a high-quality, timely and efficient service from initial
instruction through to resolution.

The role is accountable for service excellence, efficient claim progression and
lifecycle performance, with a particular focus on reducing end-to-end claim
lifecycles, enhancing customer satisfaction and ensuring work progresses
efficiently through each stage of the customer journey. You will also be
accountable for ensuring teams meet the business financial objectives / targets
in terms of revenue. The role will provide strong operational leadership across
multiple teams, ensuring Team Managers have the capability, capacity,
information and accountability required to deliver against agreed service,
lifecycle and performance / financial objectives.

RESPONSIBILITIES

* Take overall responsibility for service delivery across the designated
team(s) and assigned client portfolio.
* Drive effective case progression to accelerate settlement times and improve
customer satisfaction. 
* Maintain clear oversight of workflow, volumes, capacity, ageing claims and
demand across the teams.
* Ensure work is appropriately prioritised according to customer need,
complexity and business requirements
* Identify service deterioration at an early stage and ensure timely
intervention.
* Hold Team Managers accountable for delivering agreed service, performance
standards and financial objectives (i.e. revenue targets)
* Provide the Head of Operations with clear visibility of current performance,
emerging risks and required interventions.
* Identify bottlenecks, delays, hand-off failures and avoidable touchpoints
impacting lifecycle.
* Use MI and root-cause analysis to understand why cases are ageing or failing
to progress.
* Establish clear ownership of cases at every stage of the customer journey.
* Lead, coach and develop Team Managers responsible for individual operational
teams.
* Set clear expectations across the teams around service delivery, lifecycle,
productivity, quality, people management and finances.
* Conduct regular performance reviews with Team Managers, using MI to identify
trends and areas requiring intervention.
* Maintain a strong focus on delivering positive customer outcomes throughout
the subsidence journey.
* Ensure customers receive timely, proactive and effective communication.
* Monitor backlog, ageing workflow and take corrective action where required.
* Ensure learning from complaints, audits and customer feedback is incorporated
into process improvements.
* Lead a culture of continuous operational improvement across the portfolio.
* Share successful practices between teams and ensure improvements are embedded
consistently.
* Challenge processes that unnecessarily increase lifecycle or operational
complexity.

QUALIFICATIONS

Essential:

* Subsidence experience at management level
* Detailed understanding of Client requirements.
* Understanding of people management
* Understanding of resourcing planning requirements in a dynamic environment.
* Knowledge of Insurance Principles 
* Experience of managing managers/team leaders across multiple operational
functions 
* Evidence of strong leadership skills and good planning / organisational
skills
* Proven track record on delivering successful change and introducing
initiatives

Desirable: 

* Insurance related qualification i.e. Cert CII or Cert CILA
* Relevant professional qualification in management, operations, leadership or
a related discipline.
* Experience of operating within a large or complex organisational structure.
* Experience of budget management and financial planning.
* Experience of workforce planning & organisational design 
* Experience of delivering cost efficiencies or productivity improvements.
* Experience of working within a regulated, highly accountable or
compliance-focused environment, where relevant.

About Crawford & Company

Insurance · 10,001+ employees · headquartered in Peachtree Corners, Georgia