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.
