Senior Operations Leader

2 weeks ago


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

About the Role

The Senior Operations Leader will oversee the development and delivery of sales and service operations across personal lines products at Direct Line Group. This role involves ensuring good customer outcomes, supporting profit and loss management, and contributing to the wider leadership and direction of the organization.

Key Responsibilities

  • Reviewing operational systems and processes to identify opportunities for efficiency and automation.
  • Building and maintaining relationships with key stakeholders to influence and shape product growth and pricing strategies.
  • Providing input into business planning for cost control, operational efficiency, and customer satisfaction.
  • Developing a commercial, customer-focused culture across operations functions.
  • Coaching and developing teams to drive high performance and leadership capability.
  • Managing external providers to deliver customer outcomes.
  • Ensuring compliance with regulatory frameworks, including the Financial Conduct Authority's Consumer Duty.

Requirements

  • Experience in senior operational leadership roles within insurance, particularly in personal lines.
  • Strong commercial acumen and financial management skills.
  • Experience of operating at a senior level in a large organization and influencing at ExCo level.
  • Experience of leading transformational change in customer operations within complex and highly regulated organizations.
  • Passion for people development and driving high performance.
  • Established knowledge of the regulatory regime applicable to businesses in the financial services industry.


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