Operations Manager Insurance

Job Description

An exciting opportunity to join an expanding team and work in a small company with good cultural values.

Our client are a fiercely independent specialist SME Commercial and Private Client

insurance brokerage in a wide range of industries that adds value to its clients through delivering professional advice and a personal service that strives to exceed client expectations.

The ideal candidate will be motivated, have good interpersonal skills and thrive at a challenge

Job Summary

We are looking for an experienced Operations Manager who will be responsible for overseeing and optimising all operational aspects of the business. The role requires a strong leader with a deep understanding of insurance processes, regulatory requirements, and an unwavering commitment to efficiency, accuracy, and customer satisfaction. The successful candidate will drive continuous improvement initiatives, manage operational teams, and ensure the seamless delivery of insurance services.

Key Responsibilities:

Operational Leadership:

Lead, mentor, and develop a high-performing team of operations professionals,including policy administrators, claims processors, customer service representatives

Set clear performance objectives, conduct regular performance reviews, and foster a culture of accountability and excellence.

Oversee the day-to-day operational activities, ensuring adherence to established procedures, service level agreements (SLAs), and regulatory guidelines.

Process Optimisation & Efficiency:

Analyse existing operational workflows and identify opportunities for improvement,automation, and cost reduction.

Design and implement new processes, policies, and procedures to enhance efficiency, accuracy, and scalability.

Utilise data and analytics to monitor operational performance, identify trends, and make data-driven decisions.

Drive the adoption of best practices and technology solutions to streamline operations.

Quality Assurance & Compliance:

o Ensure all operational activities comply with relevant insurance regulations (e.g.,

FCA, PRA), company policies, and industry standards.

Develop and implement quality control measures to minimize errors and ensure data integrity.

Manage audit processes and address any identified deficiencies promptly.

Stay updated on changes in insurance regulations and industry best practices.

Customer Service Excellence:

Collaborate with customer service teams to ensure a seamless and positive experience for policyholders and brokers.

Address escalated operational issues and customer complaints with professionalism and a focus on resolution.

Implement strategies to enhance customer satisfaction through efficient and effective operations.

Stakeholder Collaboration:

Work closely with underwriting, claims, IT, finance, and sales departments to ensure

alignment and effective cross-functional collaboration.

Communicate operational performance, challenges, and initiatives to senior

management.

Manage relationships with third-party vendors and service providers as needed.

Project Management:

Lead or participate in operational projects, including system implementations, new product launches, and process re-engineering initiatives.

Develop project plans, manage timelines, and ensure successful project delivery.

Qualifications:

Bachelor's degree in Business Administration, Finance, Insurance, or a related field

Minimum of 3 years of experience in insurance operations and a leadership or management role.

In-depth knowledge of insurance principles, products, and processes (e.g. policy

administration, claims processing, underwriting support).

Strong understanding of insurance regulatory frameworks (e.g., FCA Handbook in the UK, orequivalent in other regions.

Proven track record of driving operational efficiency and process improvement.

Excellent leadership, communication, and interpersonal skills.

Strong analytical and problem-solving abilities, with a data-driven approach.

Proficiency in using insurance management systems and other relevant software. Ability to manage multiple priorities in a fast-paced environment.

Desirable Skills (Optional):

Experience with specific insurance software/platforms

Knowledge of automation technologies (RPA, AI).

Project management certification (e.g., PRINCE2, PMP).

The Offer:

Competitive salary and benefits package.

Opportunity to make a significant impact in a growing organisation.

Professional development and career advancement opportunities.

A collaborative and supportive work environment