Operations Director

4 weeks ago

London, Greater London, United Kingdom Direct Line Group Full time

About the Role:

We are seeking an experienced Operations Director to join our team at Direct Line Group. As a key member of our leadership team, you will be responsible for the development and delivery of our sales and service operations across our Personal Lines products.

Key Responsibilities:

  • Oversee the development and delivery of our sales and service operations, ensuring a strong focus on customer outcomes and commercial performance.
  • Build and maintain effective relationships with key stakeholders across the business, including product areas, actuarial, pricing and underwriting, and claims.
  • Provide significant input into business planning, cost control, operational efficiency, and customer satisfaction.
  • Develop a commercial, customer-focused culture across the sales and service operations functions, with a clear vision and strategy for the overall function.
  • Coach and develop team members to support leadership capability, succession planning, and high performance.
  • Manage external providers to deliver customer outcomes, particularly in large offshore components, demonstrating efficient and commercial-led delivery.
  • Ensure compliance with the rules and requirements of the Financial Conduct Authority (FCA) and other legal/regulatory/risk management frameworks.

Requirements:

  • Experience in senior operational leadership roles within insurance, working across a diverse and complex range of products, specifically personal lines.
  • Strong commercial acumen with a proven record of financial and commercial management, dealing with trading outcomes and P&L management.
  • Experience of operating and influencing at the most senior level of a large organisation, showing up as a commercial and operational leader, and the ability to communicate effectively with ELN/ExCo.
  • Experience of successfully leading and implementing transformational change within large-scale customer operations within complex and highly regulated organisations undergoing significant transformation.
  • Passion for people development and driving high performance through engagement, leadership, and clear accountabilities.
  • Established knowledge of the regulatory regime applicable to businesses in the financial services industry, with senior-level experience within an FCA-regulated financial services organisation.
  • Experience working with data, able to use a range of data sources and insights to improve outcomes and support new propositions.

About Us:

Direct Line Group is an equal opportunity employer, and we think diversity of background and thinking is a big strength in our people. We're delighted to feature as one of the UK's Top 50 Inclusive Employers and are committed to making our business an inclusive place to work, where everyone can be themselves and succeed in their careers.

We know you're more than a CV, and the things that make you, you, are what bring potential to our business. We recognise and embrace people that work in different ways, so if you need any adjustments to our recruitment process, please speak to the recruitment team who will be happy to support you.

Difference makes us who we are. We believe everyone should feel comfortable to bring their whole selves to work – that's why we champion diverse voices, build workplaces that work for people, and invest in the things that matter. From senior leadership to inclusivity networks, adaptive working to inclusion training, we've made it our mission to give you everything you need to be authentically you.

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