Head of Claims Operational Change

Head of Claims Operational Change
London Hybrid (2 days a week in the office)
Full Time Permanent Position

DLG is evolving. Across every facet of our business our teams are embracing new opportunities and putting customers at the heart of everything they do. By joining them youll have the opportunity to not just be recognised for your skills but encouraged to build upon them and empowered to do your absolute best.

What youll be doing

Reporting directly to the Director of Claims Strategy and Operations youll:

• Lead the operational change management agenda across Claims designing and embedding changes that deliver measurable benefits without compromising service or risk controls.

• Drive the delivery of the Claims transformation programme (ReSET: Speed Ease Technical Excellence) ensuring strategic alignment and value realisation.

• Oversee and govern all change activity across Claims including prioritisation resource management cost control and reporting.

• Collaborate with Claims leaders to identify prioritise and implement local change and continuous improvement initiatives that enhance performance.

• Work closely with wider teams across the business including Product Technology and the Chief Operating Office to protect and enable Claims performance throughout change programmes.

• Build and lead a highperforming Claims Operational Change team with a strong culture of accountability collaboration and customerfocus.

• Inspire coach and develop talent within the team ensuring succession plans and skills align with future needs.

• Champion employee engagement wellbeing and development aligned to strategic goals.

• Promote a strong risk management culture ensuring all change is compliant with FCA/PRA regulations and internal frameworks.

• Ensure operational changes are designed and delivered with customer outcomes control effectiveness and Consumer Duty principles at the forefront.

• Contribute to the broader strategic leadership of the Claims function supporting joinedup transformation across the organisation.

Our hybrid model offers a best of both worlds approach. When youll be in the office depends on your role and team but colleagues spend at least 2 days a week in the office.

What youll need

• Proven experience leading change and transformation in complex highvolume environments

• A strong track record of delivering commercially and customerfocused operational improvements

• Excellent analytical skills with the ability to interpret complex data and influence strategic decisions

• Inspirational leadership style with a passion for continuous improvement

• Change management accreditation and experience with systems thinking methodologies

Benefits

We recognise we wouldnt be where we are today without our colleagues thats why we offer excellent benefits designed to suit your lifestyle:

• 9% employer contributed pension

• Annual company bonus of up to 20%

• 30 days holiday allowance (plus the option to buy or sell up to 5 days each year)

• 50% off home motor and pet insurance plus free travel insurance and Green Flag breakdown cover

• Additional optional Health and Dental insurance

• EV car scheme allows all colleagues to lease a brand new electric or plugin hybrid car in a tax efficient way

• Generous holidays

• Buy as you earn share scheme

• Employee discounts and cashback

• Plus many more

We want everyone to get the most out of their time at DLG. Which is why weve looked beyond the financial rewards and created an offer that takes your whole life into account. Supporting our people to work at their best whatever that looks like and offering real choice flexibility and a greater worklife balance that means our people have time to focus on the things that matter most to them. Our benefits are about more than just the money you earn. Theyre about recognising who you are and the life you live.

Be yourself

Direct Line Group is an equal opportunity employer and we think diversity of background and thinking is a big strength in our people. Were delighted to feature as one of the UKs Top 50 Inclusive Employers and are committed to making our business an inclusive place to work where everyone can be themselves and succeed in their careers.

We know youre more than a CV and the things that make you you are what bring potential to our business. We recognise and embrace people that work in different ways so if you need any adjustments to our recruitment process please speak to the recruitment team who will be happy to support you.

Hours: 35 hours
Closing Date: Friday 23 May

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