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Head of Operations

  • Location: London
  • Salary: £100,000 per year
  • Job Type:Permanent

Posted 10 months ago

  • Sector: Customer Contact
  • Contact: Natasha Copitch
  • Contact Email:
  • Contact Phone: 0161 883 2740
  • Expiry Date: 26 September 2023
  • Job Ref: NC/10811

Are you a motivated leader with a proven track record in the insurance broking industry? If so, we want you to join the team as the Head of Distribution Services.

This is a newly created role and will offer the successful candidate the opportunity to play a pivotal role in leading and driving our respective business functions to achieve our distribution objectives. Your key responsibilities will revolve around partnership and relationship management to support short, medium, and long-term goals, while ensuring a positive return on investment.

Responsibilities :

To manage the resource capacity planning function in the delivery of service levels and consumer outcomes

Support the delivery of online and digital enhancements across all direct and partner brands and products

Management of incidents impacting our customers and our business, through to resolution and identifying opportunities to prevent future issues

Lead the division in the approach to "Product Governance" ensuring we have robust controls, and a team of experts in this field

Support the business in the delivery or propositions, identifying opportunities to maximise sales, and revenue opportunities along with working closely with the Group Marketing function on new approaches

Shared service budget responsibility to ensure financial targets are achieved

Support the division in the delivery of all target, and challenge business practices

Lead on strategic and divisional projects as is needed

Represent the business at required forums/events

Manage key internal and external relationships

Skills, Experience & Knowledge

Thorough understanding of the regulatory rules around Quality Assurance and Complaints

Demonstrable experience of large scale and/or multi-channel contact centre operations/Broking understanding

Proven leadership with a coaching style

End to end project and programme delivery

Evaluation, design, execution and measurement of key contact processes

Strategic thinking with track record in planning and delivery beyond 6-12 months

Delivery of change in a complex but agile methodology

Process improvement, measurement and optimisation - Ability to understand business challenges and to think more broadly than the particular problem faced

A strong team player who works collaboratively with others to get things done, able to build relationships and lead teams with credibility


Please note, should feedback not be received within 28 days due to the large volume of applications, unfortunately, your application has been unsuccessful. However, we may be in touch with similar relevant opportunities.

If you would like this job advertisement in an alternative format, please contact MERJE directly.