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Head of Operations

Job description

Head of Operations - Insurance
Fixed Term Contract- 3-6months (not day rate)
Location: 3 days on site in Portsmouth and 2 days working from home
You will need to be office-based everyday for the first few weeks

Role Overview: As the Head of Operations, you will be at the forefront of driving end-to-end customer contact and claims operations. Managing a team under a hybrid working model, you will lead contact centre operations and pet claims, ensuring alignment with customer needs, business objectives, and industry best practices.

Key Responsibilities:

  • Overseeing a team of approximately 300 under a hybrid work structure
  • Management of regulatory practices and controls
  • Collaborating with internal and external stakeholders for exceptional service delivery
  • Supporting divisional targets and objectives
  • Working closely with the Affinity Director to drive the business strategy
  • Delivering business volumes, KPIS, and operational plans in compliance with regulations and commercial needs
  • Embracing Consumer Duty and implementing necessary service standards
  • Driving efficiency and enhancing all aspects of operations and claims
  • Integrating digital solutions into operational processes
  • Negotiating with internal and external suppliers for optimised outcomes
  • Minimising complaints and customer dissatisfaction through collaborative actions
  • Executing and delivering the business plan with annual EBITDA targets
  • Cost control management aligned with business needs
  • Strategic planning for 6 to 24 months ahead
  • Transitioning operations post new platform deliveries for continuous optimisation

Desired Competencies:

  • Proven experience in large-scale, multi-channel operational management
  • Successful operational transformation track record
  • Expertise in relationship management, decision-making, and senior management roles
  • Focus on target-driven delivery with a preference for insurance industry familiarity
  • Proven success in leading and delivering transformation initiatives
  • Strong data analysis for decision-making and trend identification
  • Experience in Customer Service, new business, and renewal processes

Interested? Apply now to be considered. We will be moving quickly to interview stage for this role.

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