Job Title: Operations Manager Overview: An exciting opportunity has arisen to join a growing, values-driven insurance brokerage as an Operations Manager. This role is ideal for a motivated individual with experience in insurance operations, strong leadership capabilities, and a proven track record of driving business efficiency and excellence. You will play a critical role in managing and optimising the day-to-day operations of the business while helping to shape and scale processes to support future growth. Key Responsibilities: Operational Leadership * Lead and manage a team of policy administrators, claims handlers, and customer service professionals. * Set clear performance expectations, provide coaching and feedback, and foster a high-performance culture. * Oversee daily operations to ensure compliance with SLAs, procedures, and regulatory requirements. Process Improvement * Evaluate and improve existing workflows for efficiency, accuracy, and scalability. * Implement streamlined processes and automation tools where appropriate. * Use operational data to inform decision-making and performance enhancements. Regulatory Compliance & Quality Assurance * Ensure compliance with FCA, PRA, and all relevant insurance regulations. * Introduce quality control measures to maintain data integrity and service standards. * Lead audits and remedial actions where necessary. Customer Service Excellence * Collaborate with internal teams to ensure a positive, seamless customer journey. * Resolve escalated issues with professionalism and a customer-first approach. * Drive initiatives to continually improve customer satisfaction. Cross-Functional Collaboration * Work closely with underwriting, claims, sales, finance, and IT teams to align on operational priorities. * Communicate performance updates and key metrics to senior leadership. * Manage relationships with third-party providers where required. Project & Change Management * Lead or support projects including systems upgrades, product rollouts, and operational change initiatives. * Deliver against agreed timelines and project outcomes. Requirements: * Minimum 3 years of experience in insurance operations, ideally within a leadership capacity. * Strong understanding of insurance processes, products, and compliance standards. * Proven experience managing teams and improving operational performance. * Excellent communication and stakeholder management skills. * Highly organised with the ability to manage multiple priorities in a fast-paced environment. * Proficiency in insurance management systems and MS Office tools. Desirable: * Knowledge of process automation or insurance-specific platforms. * Project management qualification (e.g. PRINCE2, PMP). What’s on Offer: * Competitive salary and benefits. * The chance to make a meaningful impact in a growing, client-centric organisation. * Opportunities for professional development and career progression. * A supportive, team-focused culture that values integrity and excellence. Job Type: Full-time Location: Office-based with some flexibility Start Date: ASAP