Digital Operations Manager
3 days ago
**OPERATIONS MANAGER (NON-VOICE/DIGITAL) - INSURANCE**
Our client, a **Times Top 30 major UK insurer**, is looking for an experienced Operations Manager to join our long-established pet insurance business. Responsible for the Non-Voice (Digital) functions and their transformation, you'll strategicallydrive future changes to help our client in their mission to become the UK's most innovative Pet Insurance solution provider.
**About our client**
They're a leading and expanding insurance group who are renowned for their staff reward and recognition and are ranked highly in The Times Top 30 Big Companies to work for. They're a modern and progressive group and pride themselves on their dynamic andagile way of working.
**Competitive Salary and benefits package, based on experience**
**Location**: must be commutable at least 2-4 days a week to the office at Lakeside (Cosham)
**Key tasks will include but not limited to**:
- As Digital Operations Manager you will be responsible for improving the experience of customers using non-voice channels into the business
- You will improve our digital proposition that currently exists into our call centre to meet changing business demands and drive an excellent customer experience
- Identify resource requirements and create and implement an operating strategy that supports the future needs of the business
- Create compelling business cases to justify change projects and initiatives and be able to articulate the benefits to gain buy in from various stakeholders
- Seek new opportunities and make it your main objective to fix any processes that will drive poor customer experience or inefficiency
**What you'll need to be successful in the role?**
- Strong understanding of digital trends, customer experience and operational improvement within a call centre environment
- Experience of delivering a recent digital improvement program in a similar industry to deliver an Omnichannel offering
- Data savvy with a can-do attitude and want to actively make a difference to the customer experience
- Ability to work collaboratively with multiple teams and key stakeholders including senior managers
- Track user experience and feedback, report and present to senior managers and stakeholders on findings and any improvement plans
- Manage other aspects of the call centre's daily operation meeting current objectives
- An experienced leader and coach who is not afraid to effect change or challenge current thinking
**What we offer in return?**
- A collaborative and fast paced work environment
- 28 days annual leave plus of Bank Holidays
- Health Cash Plan
- Onsite free car parking
- Free shuttle bus from central locations in Portsmouth to the office
- Beautiful, modern office facility in Lakeside that offers Wellness Wednesday and Street food Thursdays
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