Head of Insurance Customer Operations

Leading a team to build and retain customers, whilst providing optimal customer experience. Ensure team deliver against sopp+sopp performance metrics with a clear focus on productivity and efficiencies. Strong people leadership to ensure an engaged team and cross department collaboration with peers,

• Accountable for delivering service level commitments, achieved through managing teams in area of responsibility. Implementing and driving change to improve where applicable
• Continuously analyse and review performance MI to proactively predict, identify exceptions and manage performance to achieve SLA's
• Manage teams to ensure internal leakage and productivity targets are achieved
• Collaborate with group functions, building strong relationships to ensure delivery of customer contractual commitments and adapt operation in line with customer growth, change and feedback
• Through use of audit, customer challenge and feedback, continuously identify areas for improvement to enhance solutions and customer experience
• Maintain a focus on proactive customer communication, ensuring adequate touch points and management of expectations where applicable
• Understand operational and customer requirements and when appropriate adapt the operational teams and performance in line with those needs
• Create detailed targeted improvement plans where applicable to improve performance.
• Work collaboratively with peers delivering wider organisational improvement.
• Effective resource planning for both immediate and long-term customer requirements, ensuring all team members are multiskilled to maximise resource capacity and flexibility
• Responsible for ensuring all team members meet the required standard and have relevant knowledge of regulatory and customer requirements
• Lead and support attraction and recruitment activities as required in partnership with the People team
• Coach and develop People Managers in the team to enable them to effectively manage all team members
• Accountable for the engagement of all team members, using tools available to onboard, motivate and retain
  
  Functional leadership experience in a fast paced operation
• Identify and understand performance and skills gaps
• Ability to report and analyse MI
• Experience of implementing new customer processes
• Excellent stakeholder management skills
• Excellent verbal and written communication skills
• Capability to deal with competing priorities across the group.
• Demonstrates and advocates the Group values.
  
  Named by the Sunday Times as one of the UK's 100 fastest-growing private companies, we employ more than 700 team members nationwide.
We work with some of the UK's largest fleets and insurance companies, supporting drivers that have been involved in a road incident at our contact centres in Halifax and Peterborough. We look after every step of the repair process, repairing vehicles at our own Activate Accident Repair body shops, and through a UK-wide network of independent repair partners. Want to know what it's like to work with us? Take a look at our purpose and values. They define who we are, and how we work with team members, customers and suppliers: Purpose: Make someone's bad day better Values:
• Make it happen - Be accountable. Take the initiative, work fast, and do a great job.
• Strive for better - Be bold. Challenge the norm - make small improvements often.
• Win together - Be a team-player. Win together, learn together, respect each other.
  
  33 days holiday (including bank holidays)
• Personal health cash plan - claim back the cost of things like dentist and optical check ups
• Enhanced maternity / paternity / adoption / shared parental pay
• Life assurance: three times basic salary
• Free breakfasts and fruit
• Birthday surprise for everybody!
What you can expect from us At Activate Group, looking after team members is a major priority. Whether you're at our smart Halifax or Peterborough offices, one of our AAR sites or working from home, we'll make sure you have all the support you need to succeed. From benefits that put your health and wellbeing first, to impressive rewards for our employee of the month, and little perks like free fruit and cereal, we'll go out of our way to show how much we appreciate you.