Head of Operations

Are you an experienced insurance ops management professional, with strong experience gained in an MGA, UW Agency, Broker or composite insurer. If so, we have a role for you that will offer you a great challenge and the opportunity to move into a head of Operations role at board level, in a truly exciting business.

We are working closely with a genuinely lovely MGA in Gloucester, who have shown some impressive growth over the last few years (GWP has increased form £10million to £14million in a few years), and now have a genuinely exciting opportunity for someone to join their senior management team.  Speaking to the MD was a breath of fresh air. She is so passionate about the business, and what an exciting and key role this is to their growth and continued success, whilst doing so in a fun and collaborative environment.

This MGA focus on Leisure risks, with the main areas of focus currently being Holiday Parks and residential parks and have recently extended this into individuals who own lodges and caravans on these types of parks, having developed a scheme for this. They are also about to move into insuring beach huts too! 

As the Head of Ops, you will form the Exec team of 3 for this business so it’s a senior leadership position here. This is a role for someone highly organised, as there is lots of plate spinning required!     

You will be responsible for the daily management of their operational teams ensuring they deliver exceptional service, whether that be online or via our customer service team.  You will have oversight of compliance, quality and relationship teams ensuring they face no barriers to the delivery of their KPI’s.  A major part of the role will be to take headline management of all IT change, including new product build and delivery and you will also act as the focal point to develop a suite of accurate MI reporting and data capture for the business.  

You will have direct line management responsibility for the Operations Team Manager (they manage the customer service call handlers, credit control & admin), Relationship Team Manager (supports and manages the Appointed Rep and Introducer arrangements) the Risk & Compliance Manager (including quality checks) as well as the Product & performance Analyst and IT & Project lead here too.

To be considered you will need a minimum of 5 years Insurance experience where you have had experience of leading and managing a successful team. You will be able to work to tight deadlines and be able to work under pressure whilst driving a customer focused culture and making solid decisions quickly and solve problems.

You will also have a proven ability to coach team members to enhance performance and service and be a confident and influential communicator with the ability to negotiate at all levels.

Experience of analysing data and MI reporting would also be preferred along with a demonstrable experience of continuous improvement and change management.

In return, the salary on offer is circa £60k, and a strong benefits package on offer which includes 28 days holiday + bank holidays, 10% non-contributary pension, and after probation: - Private Medical Insurance, Income Protection (50% of salary) Life insurance x 4 of salary, an employee assistance program and 13-week sick pay policy.

The expectation to begin with is that you will be in the office at least 2-3 days a week, leading from the front inspiring your team and driving the business forward. However, once you have bedded in, they offer hybrid working with 2/3 days a week from home being the norm here for the rest of the team.

If you would like to discuss this role in more detail, please contact Kieran Boyle at CKB Recruitment for a confidential chat!