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.