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