We have an exciting opportunity for an experienced Operations Manager to join a leading insurance organisation in Birmingham on a 12 month contract basis.
My Birmingham-based client has been on an inspiring journey in recent years and is leading the way in both market share and new and innovative technology. They support and develop their people and support them in working both flexibly and autonomously.
As Operations Manager, you will lead a group of Team Managers and an extended team of around 120 staff to deliver to targets in the areas of service levels, customer, people and efficiency. You will be motivating and coaching your team by being a visible leader, focused on delivery and your people to drive the right outcomes and implementing appropriate action plans to drive results.
Supporting and coaching your team Managers to deliver daily service, collaborating with other Operations Managers and the planning team to ensure the right actions are in place and performance is understood.
Responsibility for overall leadership of performance for own area and required meetings and cascades plans and communications to ensure that the daily running of the area is consistently meeting service levels and service proposition.
To understand the drivers of customer satisfaction and implement appropriate action plans, ensuring that all coaching and development activities take place and systematic issues are actioned by the appropriate teams.
Support the establishment and embedding of a culture of continual improvement, to include key people metric measurements for people satisfaction driving appropriate plans and engaging your wider team.
Maintain strong risk mitigation and management control frameworks.
Proactively drive down contact and failure demand within the business, working closely with the relevant Project Manager and Relationship Manager to implement robust change that results in significant reduction in repeat contact and waste.
Deliver strong ease scores for both end customer and Partners through process re-engineering, innovation, coaching and flexing resource to meet demand.
Build strong relationships with internal functions such sales, finance, operational planning and the distribution channels to ensure that the customer services operation continually evolves to meet the changing needs of our internal and external customers.
Develop the capability of individuals through structured learning and development plans and strong performance management processes and solid succession plans. Recognise and develop future talent.
Identify and implement sales and retention opportunities.
Manage the team in accordance with the company’s policies and procedures, including the partnership agreement, performance, attendance and conduct, so that the team’s business objectives are achieved consistently.
If successful, you will benefit from a salary of up to £45,000 plus an exceptional benefits package.