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Senior Business Operations Lead

3 months ago

Derby Derbyshire, United Kingdom Firstsource Full time

Role Type: Permanent
Hours: 40 Hours per week

As our ACCM, your role is to take ownership of the day-to-day Home Insurance Operations, based in our busy Derby contact centre.
With outstanding people leadership skills and experience in personal lines insurance, the ACCM will champion our REACCH values and influence our Team Leaders to focus, support and develop their teams of insurance professionals, delivering outstanding customer service, effective complaint handling and driving operational excellence through strong engagement, leadership and direction.
Working closely with the AVP of Operations and with regular contact with our business partners, the ACCM will champion customer-centric decision making, leveraging expertise in Operations leadership and will be involved with numerous support functions within the organisation to drive continuous improvement initiatives, transformation projects and shaping the operations for scalability.

5 years Operational Leadership experience in Home Insurance customer service, with good knowledge of products, processes, regulatory compliance requirements and industry trends.
~ Experience of working with business partners and customers, including handling customer escalations, complaints and complex customer issues.
~ providing direction, coaching, feedback and on-going development.
~ Personable, engaging, supportive and authentic with a strong focus on relationship building, people, performance and continuous improvement.
~ Knowledge, understanding and experience of working within the FCA regulated environment to ensure adherence to compliance standards whilst focusing on delivery of operational and business goals.
~ Proficient in MS Office packages with excellent presentation skills to demonstrate performance, risks and future opportunities
~ Company Pension
~25 (plus bank holiday allowance) with flexibility around Bank Holiday working
~ Recommend a Friend scheme
~ Simply Health plan. This includes cashback on lots of day-to-day medical expenses such as
~ Prescriptions, dental care, eye care, physiotherapy; specialist consultations, hospital benefits, and an Employee Assistance Programme.
~ Excellent Learning Management System to support personal and career growth
~ Perks and Discounts scheme
~ Numerous on-site activities and theme days to support engagement and team building


Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes.
We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, India and Mexico. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.