Operations Manager

Manpower, in partnership with our client, a leading global insurance company, are now recruiting an Operations Manager based in Lytham St Annes, Lancashire.

Salary: £35,000 per annum and up to 10% performance related annual bonus

Working Hours: 37 hours per week, Monday to Thursday: 7 hours / Friday: 7.5 hours, between 8.30am - 5.00pm

Contract: Permanent

Key responsibilities:

• Leading an Operations team of Insurance Underwriters to deliver service requirements to the end client.
• Responsible for the team's delivery of excellent customer facing services and achievement of the appropriate contractual SLAs, also compliance with regulatory and legal requirements.
• Pre-empt and minimise operational issues that could result in financial penalties and/or reputational damage to business or the client.
• Plan, prioritise and organize resources to provide 'blended model' services of call management / back-office administrative work, to achieve all targets, SLAs and core objectives.
• Provide support and coaching to team and stakeholders during business and culture change programmes.
• Ensure the achievement of regulatory and legal compliance at all times including Treating Customers Fairly (TCF).
• Point of contact for resolution of any operational issues, complex or technical queries/problems/complaints that arise, in order to resolve issues using experience and commercial judgement.
• Monitor complaints and root cause analysis to identify trends and implement improvement and/or corrective actions.
• Identify, escalate and record risks through appropriate channels and support appropriate resolutions to issues.
• Actively participate in Internal and External Audits and act on findings.
• Maintain and develop key internal and external relationships, ensuring the businesses reputation is protected, acting as the first line of defence for escalations.
• Support Partnership Sales and Tender processes.

To be successful in this role, you will need to have:

• Excellent relationship building skills
• Track record of people and performance management and development
• Experience of time management and work planning
• Underwriting experience is not essential, but an understanding and awareness of Financial Services legislation is preferred
• Management, reporting and mitigation of risks
• Experience of effectively leading people through change
• Developed competence in MS Office Suite
• Highly proficient customer service skills / call centre operations, managing a claims or complaints team would be desirable

Successful candidates will be required to complete a Criminal Records Bureau and Credit Check prior to commencing employment.