Company Description
Assura+Protect is a digital Life Insurance provider dedicated to offering customers comprehensive coverage tailored to modern needs. With innovative features such as up to 200% multi-claim protection, dual life cover, and membership benefits through the Annabel App, we ensure unmatched value for policyholders. Our solutions are built on a proprietary InsurTech and Digital Technologies Platform, featuring dynamic underwriting, a smart agent robo-advisor, and advanced AI-driven tools. Committed to fairness, we provide competitive premiums without additional costs or activity requirements. At Assura + Protect, we strive to deliver on our motto, “Life Empowered,” through enhanced protection and exceptional customer benefits.
Role Description
This is a full-time, on-site position located in London. The Chief Operating Officer or COO at Assura+Protect is a senior position reporting to the Risk Management Committee. The role has full operational oversight for the day-to-day running of the three Assura offices (Swansea, London, and Home-workers). The role leads on the key fields of Sales operations and reporting, Compliance, and Training.
Previous experience in life insurance advisory / sales operations or a similar field is strongly desirable.
Interactions: the role will work closely with all platform groups; Sales, Risk, Finance, Underwriting.
Key Tasks
I. Sales Operations & Reporting
Agent / Advisor Performance Reporting & Management
· Effort KPIs: Attendance / Call Times / Script Adherence
· Sales KPI: Sales / Conversion / Retention / Lapse
· Identify performance weaknesses and to provide / track corrective action.
· Assist HR with any disciplinary matters (i.e., PIP’s) etc.
· Development and documentation of internal Process / Procedures.
Administration
· Monitor the performance of the Administration Team and provide remedial action where shortfalls identified (i.e. manage the reinstate and redo process).
· Ensuring the processes around sales audit, follow up calls, payment issues, complaints handling are being applied as prescribed
Finance / Compensation Management
· Review of payroll and commission calculations are accurate and in line with compensation agreements.
· Resolve with sales any compensation variances.
II. Compliance
· Platform compliance procedures and documentation.
· Sales compliance audit monitoring, tracking and resolution.
· Actioning, resolving and reporting of Customer Complaints
· FCA / Regulatory Reporting
III. Training
· Coordinate Training programs for new agent and advisor hires.
· Development / update of Training materials
· CPD training and monitoring
· Maintenance of competency records.