Head of Operations - £130,000 - £140,000
Primary responsibility is to lead the UK Operations functions encompassing Customer Support and Claims. Managing a team of approximately 150-200 individuals, your focus is on upholding high-quality standards. This role involves ensuring the consistent achievement of key performance indicators and service levels through strategic and outcome-driven management. You will develop and implement robust risk management frameworks, innovative measurement programs, and initiatives that foster cultural and behavioural change. Committed to delivering excellent customer service and high-quality outcomes within budget constraints, you oversee operations with effective governance. By setting operational objectives and conducting regular meetings, you enhance efficiency, effectiveness, quality, and customer satisfaction in both Customer Support and Claims management. Furthermore, you establish trust with insurance capacity providers by consistently meeting contractual obligations.
Key Responsibilities
Operational Excellence
People Management & Stakeholders
Risk & Compliance
Skills and Experience
• You should have experience in leading and managing Claims and Customer Support teams within the insurance sector. Demonstrated success in enhancing process efficiency and quality through team development and fostering a culture of continuous improvement is essential.
• Proficiency in overseeing high-volume transactional operations with a strong emphasis on quality and consistency is required.
• Your decision-making should be data-driven, ensuring clarity and achievability of metrics and targets while understanding their interconnectedness.
• Exceptional leadership abilities are crucial, with the capacity to engage and influence individuals at all levels. A proven track record of leading, motivating, and cultivating a high-performing, customer-centric team is necessary.
