Head of Operations – Travel Insurance (B2C Distributor)
Location: Hybrid (UK-based)
Employment Type: Full-time, Permanent
Reports To: Managing Director
About Us
At The True Traveller, we create simple, flexible, and transparent travel insurance for people who love to travel. As a direct-to-consumer intermediary, we partner with leading insurers to give customers confidence and peace of mind—so they can focus on the adventure ahead.
We build products that are easy to buy, understandable, and dependable when it matters most.
Our culture is grounded in:
Hard work, teamwork, customer leadership, data-driven decision-making, individual ownership, commercial discipline, and a passion for continuous improvement.
If this resonates with you, we’d love to hear from you. A rare opportunity has arisen to join us as Head of Operations, a key senior leadership role at a pivotal stage of our continued growth.
The Role
As Head of Operations, you’ll be responsible for the smooth running of our day-to-day operations, from policy processing and partner coordination to customer service performance and compliance oversight.
This role is ideal for someone who thrives in a fast-moving, digital-first environment, understands the nuances of regulated financial products, and enjoys improving systems and processes to deliver outstanding customer service.
You’ll sit on the Senior Management Team, acting as a partner to Commercial, Product, and Technology, and playing a critical role in managing a high-volume, digital-first insurance business.
Key Responsibilities
1. Customer Experience
* Ensure our customer service team delivers exceptional, empathetic support to every traveller.
* Manage service metrics such as response times, resolution rates, and complaint handling.
* Continuously review and enhance the online and post-sale customer journey.
* Oversee customer communication materials (emails, FAQs, web content) for clarity and compliance.
2. Operational Management
* Oversee daily operational activities — including policy issuance, amendments, cancellations, and refunds.
* Monitor service levels and ensure consistent delivery across customer service and administrative functions – including our claims team based in Prague.
* Maintain oversight of policy data accuracy, reporting, and reconciliation with insurers and third parties.
* Develop and implement process improvements to increase efficiency and reduce errors.
3. Compliance & Regulatory Oversight
* Work closely with the Compliance Officer to ensure full FCA and GDPR compliance.
* Implement and maintain operational policies and procedures for customer service and sales.
* Conduct regular QA and compliance audits on communications and sales processes.
* Support training and awareness across teams on regulatory requirements.
4. Partner & Supplier Coordination
* Act as the operational liaison for underwriters, claims handlers, and technology partners.
* Monitor service level agreements (SLAs) and ensure all partners meet their contractual obligations.
* Coordinate operational changes for new products or insurer transitions.
* Provide accurate and timely data reporting to partners and management.
5. Systems & Process Optimisation
* Oversee the functionality and integrity of the policy administration system (PAS).
* Lead system enhancement projects, integrations, and automation initiatives.
* Collaborate with IT or development partners to identify and implement improvements.
* Ensure data flow between web, payment, and policy systems is reliable and secure.
6. Leadership & Team Development
* Manage, coach, and develop the operations and customer service team.
* Foster a culture of accuracy, integrity, and customer focus.
* Lead by example and ensure team alignment with company values and regulatory obligations.
Skills & Experience
Essential:
* Experience in operations or service management within an insurance intermediary, ideally travel insurance or another FCA-regulated environment.
* Strong understanding of FCA and GDPR requirements.
* Experience managing customer service operations or back-office administration teams.
* Excellent communication, leadership, and analytical skills.
* Comfortable working with data, reporting, and process improvement tools.
Desirable:
* Familiarity with policy administration systems (PAS) and CRM software.
* Experience working with underwriters, claims handlers.
* Background in digital or e-commerce environments.
What We Offer
* Competitive salary and annual bonus based on company performance
* 25 days holiday (plus bank holidays)
* Hybrid working (TWT)
* Company pension scheme – 5% company contribution, matching to 8%,
* Travel insurance for you and your family
* Private Health Insurance – Aviva Enhanced cover
* The chance to work with a small, friendly team who care deeply about what they do
* Opportunities to develop your career in a growing business
About True Traveller
True Traveller is a travel insurance intermediary based in Northwest London, close to Kilburn Underground and Brondesbury Overground lines. We’re all passionate about travel and believe totally in customer service above all else. We don’t wear suits or ties, but we are committed to helping our travellers get the best out of their travel experience with the confidence they have the best cover around.
We are authorised and regulated by the Financial Conduct Authority.