Operations Manager

Operations Manager:

We are working with an Insurance firm who are looking for an Operations Manager to join their team on a permanent basis. The firm are looking for someone responsible for the overall operational activities in the call centre. They will be fully accountable for ensuring that all KPI’s are met, staff are developed to the highest potential and that the business is represented in the highest of standards at all times.

What will you be doing:

• Working alongside other key stakeholders and clients they will improve organisational processes to drive continuous improvement in relation to quality, productivity and efficiency
• Leading and motivating the team to achieve success through establishing clear expectations of performance, reviewing individual and team progress and taking proactive action to bring performance back in line where required
• Looking at ways to improve the quality of our claim handling and processes to enhance the customer experience and NPS score
• Owning feedback provision and data analysis to drive improvements
• Facilitating a culture of open and honest two way communication ensuring key messages are cascaded.

Our client is looking for someone with:

• Experience as an Operations Manager or Team Leader within a regulated market
• A proven track record of continuous improvement, particularly in contact centres
• A results-driven mindset
• A proven FCA knowledge and understanding, with the ability to mentor and educate others on this
• A strong knowledge of reporting, analysing and trend spotting across all areas of the business