Damian Lipman
Coleford,Gloucestershire
Summary
Experienced Operations Manager with over 18 years of success delivering operational excellence across the automotive, insurance and customer service sectors. Proven track record of leading high-performing teams, strengthening client relationships, improving customer outcomes and delivering measurable business results.
Currently responsible for the operational management of Honda Guarantees and Service Plans on behalf of Assurant, acting as the key link between manufacturer, retailer network, customer and service provider. Recognised for driving performance improvements, managing change, developing talent and solving complex operational challenges.
Combining strong analytical capability with a creative and commercial mindset, I thrive on identifying opportunities to improve processes, enhance customer experiences and support long-term business growth.
CORE SKILLS
• Operations Management
• Client Relationship Management
• Customer Experience & Retention
• Continuous Improvement
• Performance Management
• Change & Transformation
• Process Optimisation
• Data Analysis & Insight
• Regulatory Compliance
• Stakeholder Engagement
• Team Leadership & Development
• Negotiation & Influencing
• Reporting & Presentation
• Problem Solving & Root Cause Analysis
Overview
23
23
years of professional experience
Work history
Honda Operations Manager @ Assurant
ASSURANT
2018.01 - 2026.07
- 8+ years experience - Managed the national operations of Honda guarantees and service plans in a claims, customer service and administrative environment, becoming the optimized cog between our Operations, Retailers, Honda and the customer. Through smart people management KPI's and SLA's excelled under my guidance and talent was nurtured to excel locally or to become an asset to Assurant in more prestigious roles.
- Notable achievements: Strengthened client focus and relationships, ensured reputational protection to the Honda branding and had a direct impact in the success of customer and client retention. Navigated the migration of the Honda database onto a new system, ensuring its operational success and mitigating all issues through my tenacity and excelled problem solving. I believe this was one of the key factors on why we continued to win at tender with Honda.
Customer Relations @ Assurant
Assurant
2012.03 - 2018.09
- 5+ years experience - From complaints handler to management, I successfully dealt with all level complaints, in line with the Financial Ombudsman's guidelines, to ensure compliance and client retention was secure. Clients and schemes included, but were not limited to, RAC warranty, John Lewis tech, Toyota roadside, Honda Guarantee and Service Plan, PPI and GAP. Through best practice sharing, implementing templates, my own initiatives and the positive management of people, KPI's and SLA's over achieved targets and TCF was optimized.
- Notable achievements: I was a stand out performer in this department winning employee of the year and various accolades, which led to me championing FOS cases and handling PPI mis-sale complaints. This saw me settle complaints in line with reasonable compensation and legally required interest, by implementing my own calculation matrix. Additionally, by successfully challenging mis-sale complaints during a notorious period, my disputes came back favourable, with the FOS agreeing to my rationale in excess of 80+ cases, at a quantifiable saving to my company of £169,000.
Appliance & Technology Claims Assessor @ Assurant
Assurant
2008.02 - 2012.02
- 4 years experience
Soft drink manufacturing @ Glaxosmithkline
Glaxosmithkline (since acquired by Suntory)
2004.01 - 2008.01
- 4 years experience
Photocopier manufacturing @ Xerox
Xerox
2003.08 - 2004.12
- 1 years experience
Education
Accredited Product Advisor - Consumer Credit
HND - Management (Leisure)
Sheffield Hallam University
Adv GNVQ - Management (L&T)
The Royal Forest of Dean College
GCSE's - undefined
Skills
PERSONAL PROFILE
A positive and resilient leader who enjoys creating high-performing teams and collaborative working environments Known for bringing energy, creativity and a practical approach to problem solving Comfortable engaging with stakeholders at all levels and passionate about helping organisations improve performance while maintaining an excellent customer experience
Outside of work, and now into my 40's, I enjoy family life in the Forest of Dean, following football and darts, travelling, and spending time with my wife and children
Work & Life Experience
- 18 years experience in the insurance sector, ranging from Auto and PPI to Appliance and technology Battle hardened and time-tested, through navigating the success of different operational campaigns
- Multiple life experiences, which shape your character and empathy, having lost a son and brother, I live life with no negativity or worries and give my all at every opportunity
Managerial
- Almost 12 years managerial experience, gained in different settings, from managing operations to people management—talent spotting, unlocking potential and retaining key assets
Analytical
- The ability to take data from a Sandbox, to deep dive and analyze root cause, uncovering unseen patterns and trends to direct future performance
Negotiations
- I pride myself on communicational skills, reading audiences to adapt negotiating styles, applying leverage and excelling rapport to win opportunities or partnerships I have experience in this with customers, clients and regulators
Applications
- Competent and creative in Sailpoint, Excel, Forms, PowerPoint and platforms a like Able to use applications to obtain data, enhance reporting or present on findings Swift learner, who's resourcefulness can self educate to fast-track their understanding, to offer insight or guidance
Ethos
- I have an achievers attitude and am strategic, passionate and driven to excel on targets or goals I aspire for continuous improvement and never rest on laurels
Results
- Through confidence, creativity, educated decision making, networking, presenting and detailed preparation, I have always been able to secure results
Key Achievements
• Successfully led Honda operations through a major system migration, ensuring business continuity and operational stability.
• Strengthened strategic relationships with Honda and retailer partners, contributing to long-term client retention.
• Consistently delivered high levels of customer satisfaction while maintaining operational efficiency.
• Developed talent across the operation, supporting colleagues into broader and more senior roles.
• Played a significant role in maintaining operational standards that contributed to successful contract retention.
• Progressed from complaint handling into management through sustained high performance.
• Awarded Employee of the Year and recognised through multiple internal awards and achievements.
• Acted as a specialist liaison with the Financial Ombudsman Service.
• Successfully challenged more than 80 disputed complaint decisions through detailed investigation and legal research.
• Delivered a quantified business saving of approximately £169,000 through successful case outcomes.
Timeline
Honda Operations Manager @ Assurant
ASSURANT
2018.01 - 2026.07
Customer Relations @ Assurant
Assurant
2012.03 - 2018.09
Appliance & Technology Claims Assessor @ Assurant
Assurant
2008.02 - 2012.02
Soft drink manufacturing @ Glaxosmithkline
Glaxosmithkline (since acquired by Suntory)
2004.01 - 2008.01
Photocopier manufacturing @ Xerox
Xerox
2003.08 - 2004.12
GCSE's - undefined
Adv GNVQ - Management (L&T)
The Royal Forest of Dean College
HND - Management (Leisure)
Sheffield Hallam University