The Role Operations team leader (Associate Director) will be responsible for all operations related activities with the various teams within the MCP. They will ensure systems and processes meet the divisions goals, achieve business targets and reflect business practices within Howden. They will work closely with the teams Managing Directors and Divisional CEO within their area of responsibility to ensure that operational activities within business divisions are carried out in accordance with relevant policies. What you’ll do Planning/Strategy : Attend the Operations Executive Meetings on behalf of MCP. Attend the Divisional Executive Management Meetings. Attend the respective team meetings within MCP Act as a conduit and liaison point for operations initiatives/strategy development. Continually look for opportunities to improve operational excellence and drive efficiencies. Technical: Proposes and drives enhancements to processes to ensure these are relevant for element of the MCP businesses to ensure they are aligned with best practice and business needs. Develops and implements all necessary policies and procedures to facilitate management control and to ensure that all internal operations achieve their business objectives. Provides high level reports and delivers presentations to the senior leadership lead in MCP, interpreting findings and providing detailed analysis where necessary. Policy, Process and Procedures : Ensures all policy, procedures and audit requirements are strictly adhered to so that these are in line with operational procedures, support internal reporting mechanisms and relevant compliance and regulatory requirements. Manage and control aged debt within respective teams in line with the agreed aged debt procedures Oversight of EOC/CC process and produce monthly data to demonstrate a high level of compliance Undertake audits on behalf of those entities that require audits and manage data output and outcomes from audit process Manage E&O and near miss reporting on behalf of the respective teams Manage complaints process across those teams that are impacted by complaints Manage consumer duty and IDD on behalf of the respective teams Manage relationship with IBA and Credit control and ensure insurer payments are made promptly and in line with insurers terms Focal point for transition of IT broking platform, working closely with dedicated team Monitoring of best practice and use of HSLS Managing uninvited renewal lists and exceptions reports Work in partnership with the Multinational service team to manage ARAS or equivalent system Environment, Customer Focus and Relationships : Works with the business to identify their needs for operational systems/processes, reporting and identifies the best means of delivering these, balancing system requirements and compliance/best practice. Provides high level reports and delivers presentations to the senior leadership team in MCP, collating information, interpreting findings and providing detailed analysis where necessary. Provide operational and technical support to all staff. Lead the business through change as required. Regulatory and Compliance: Ensures compliance of self and teams with all applicable legal, fiscal and regulatory obligations in the form of policies and procedures Ensures correct authorisation is obtained and processes followed when required by each Operating Entity Ensures that team’s performance, HR and T&C records are up to date and meet the Group’s requirements Maintains accurate records and deal with correspondence appropriately Operates in an honest, professional and ethical manner Strict adherence to the Group Employee Code of Conduct which strongly aligns to the FCA’s code of conduct that all regulated entities must adhere to under the SM&CR Completes all relevant training Ensures remain competent to carry out role Act in the utmost good faith to promote the interests of the Operating Entity/Group Who we’re looking for Knowledge/Experience Detailed knowledge and understanding of the insurance sector in a similar role. Awareness of the regulatory environment and requirements along with how these impact on Operating Entity’s activities. Strong commercial acumen. A good understanding of data and emerging technologies and how they apply. A strong grasp of data analysis and performance metrics. Experience of delivering and understanding complex management information. Experience in operations management. Extensive experience gained in an insurance intermediary environment at a senior level. Skills/Behaviours Strong communication and negotiation skills Regular attendance in both London and Birmingham offices High impact presentation skills. Demonstrable competency in strategic thinking, planning and business development. Excellent decision-making and problem-solving skills. Strong attention to detail. Qualifications ACII qualified, preferable What do we offer in return? A career that you define. At Howden, we value diversity – there is no one Howden type. Instead, we’re looking for individuals who share the same values as us: Our successes have all come from someone brave enough to try something new We support each other in the small everyday moments and the bigger challenges We are determined to make a positive difference at work and beyond Reasonable adjustments We're committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs. Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours* or hybrid working*. If you're excited by this role but have some doubts about whether it’s the right fit for you, send us your application – if your profile fits the role’s criteria, we will be in touch to assist in helping to get you set up with any reasonable adjustments you may require. *Not all positions can accommodate changes to working hours or locations. Reach out to your Recruitment Partner if you want to know more.