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Head of Operations

2 weeks ago

Hampshire, United Kingdom MERJE Ltd Full time

£100,000

My client is looking for a Head of Operation to lead broking SME/Commercial teams in order to meet the growth and business plan targets. To lead a dedicated team of experts in commercial lines and develop and design market leading processes working withthe best commercial insurers in the UK market.

**Responsibilities**:

- Building a bespoke digital capability to re-enforce our aspirations of being the UK’s most digitally advanced commercial broker in the UK.
- Developing a range of Niche market leading products in order to maximise sales and renewals to meet our 5 year strategic goals.
- Leadership of a team 250 +
- Management of controls and regulatory practices
- Manage internal and external stakeholders
- Support the delivery of divisional targets and objectives
- Work with the MD to support the delivery of the business strategy
- Support the delivery of business volumes and KPIS to satisfy regulatory and commercial requirements
- Embrace the customer and service standards needed
- Drive efficiency and improve all aspects of the operation
- Negotiate with all internal and external suppliers
- Support group in the management of relationships to meet key KPIS
- Reduce complaints and customer dissatisfaction through collaborative working and corrective actions
- Manage and deliver the business plan with annual EBITDA targets
- Focus on cost control and ensure the correct cost base meets the business needs
- Strategic planning 6 to 24 months ahead
- Embed the culture into new businesses and operational environment’s

Key Skills, Knowledge & Qualifications:

- Large scale and/or multi-channel contact centre operations leadership (Circa 300 heads)
- Proven leadership with a coaching style
- End to end contact centre design and delivery
- Evaluation, design, execution and measurement of key contact processes
- Strategic thinking with track record in planning and delivery beyond 6-12 months
- Delivery of change in a complex but agile methodology
- Process improvement, measurement and optimisation - Ability to understand business challenges and to think more broadly than the particular problem faced
- Analyse and interpret data and use it to identify trends and decision making
- A strong team player who works collaboratively with others to get things done, able to build relationships and lead teams with credibility
- Experience of Customer Service, renewals or new business processes
- Relationship management
- Commercial lines/commercial broking required
- Decision making
- Previous management experience required
- Large scale multi-channel operational experience
- Targets focus delivery
- Working within the insurance industry preferred
- Previous senior management experience in a regulated environment