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Operations Manager

Posted 7 March by 1st Step Recruitment Limited Easy Apply Ended

1st Step Solutions are supporting one of the largest Travel Insurance Companies in the UK with their recruitment.
Based in Kings Hill, our client is currently recruiting for an Operations Manager.

The Operations Manager is responsible for the day to day management of the Operations Division within the business.

The successful candidate will be responsible for meeting defined key performance indicators by ensuring that cases are handled, and calls are answered by the teams within the agreed time scales and in line with company procedure.

You will be responsible for managing the division and ensuring that team members are trained, motivated and meeting their individual objectives. In addition continually planning areas of improvement or development.

Role Responsibilities:

Recruitment and Retention

* Involved in recruitment, interviewing candidates and deciding on the appointments with HR
* Checking that training needs are identified by Team Leaders and that training is delivered effectively
* Input and sign off of the initial training programme to new Operations Team members

Staff Development

* Motivating and retaining employees
* Reviewing individual Team Leader performance against targets and objectives
* Conduct annual performance reviews with Team Leaders and Coach and provide regular and on-going feedback
* Review all annual performance reviews carried out by Team Leaders

Team Performance

* Reviewing and managing divisional performance against key performance indicators
* Implementing, managing and driving change into the division
* Ensuring that shift rotas are appropriately managed to ensure adequate coverage
* Ensuring that system upgrades are properly tested and implemented
* Provide out-of-hours support for Team Leaders as required
* Proactively manage and resolve issues to ensure an efficient department
* Liaising with all other departments to resolve issues
* Representing the division at internal business meetings

Case Management

* Liaising and managing escalated or complex cases that need more experience
* Ensuring that cases are managed in line with divisional and company processes
* Managing a global network of agents and partners


* Maintaining up-to-date knowledge of active case management, industry developments such as
compliance and treating customers fairly
* To refer to the Head of Assistance when any work falls outside their area of knowledge or expertise
* Representing the division at internal business meetings
* Representing the company at assistance-related industry events

Personal Qualities & Key Skills

* Excellent communication and problem-solving skills
* Strong customer focus and an ability to work well in teams
* Excellent telephone manner
* Desire to help others work towards targets and develop their skills
* Leadership skills and the ability to motivate and develop staff
* Confidence and a good business sense
* Ability to set, meet and exceed targets
* Ability to manage change
* Ability to cope well under pressure
* Good general knowledge, particularly world geography
* Experience using Excel, Word, PowerPoint and database reporting

The hours for this role are Monday-Friday, on a 40 hour week (flexibility is needed on emergency cases)

A call centre and insurance background would be advantageous, but not essential. PLEASE APPLY TODAY!

Required skills

  • Operations
  • Team Leader
  • Manager

Reference: 34631735

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