Head of Operations

09 Nov 2018
16 Nov 2018
Stefan Moro
Job Type
Overall purpose of the role
The Head of Operations will oversee the operational and business activities of the organisation in accordance with the strategy established by the Senior Leadership Team (SLT) and be responsible for defining and leading best in class service delivery across Personal Lines, Commercial, Transport, Claims, IT and working with Finance, Marketing and HR to ensure same.

Key Responsibilities & Duties
*Through a team of direct reports, streamline business processes and drive system improvements and support.
*Develop and implement operations & project plans and goals that are aligned with the Group Strategic plan.
*Continuously review operations workflow and makes recommendations to improve efficiency and effectiveness while promoting a culture of continuous improvement in all areas.
*Develop and establish a robust business process to assess, monitor and execute against capacity planning requirements for the short, medium and long term in support of the company's commercial plans.
*Provide key leadership to the business entity and ensure the Communication strategy is adhered to with the intention of constant open lines of communication in the office.
*Establish operational guidelines, review and amend service level expectations for functional areas where required.
*Working closely with the DOO to enhance the systems of internal operational control within the Company.
*Ensure that activities within Operations are planned and executed to meet the company's requirements and focus on end to end customer delivery
*Develop, monitor and effectively utilize dashboards, MI Reports and operational indicators to ensure the Business is on target with KPI's
*Working closely with SMT responsible for business strategy implementation and with the DOO on projects that may arise.
*Relationship building with key clients, partners and stakeholders.
*Responsible for ensuring that the Company is operationally compliant with relevant CBI regulations, constantly reviewing these areas with local Compliance Operations and measuring progress against the Company's Risk Management Framework (RMF) along with ownership for the areas identified in the RMF as Operations' areas of responsibility
*Report on weekly / monthly performance across all metrics required by DOO.
*Effective and efficient diary Management
People Management
*Direct Management of the leave of direct reports with a view to keeping staffing at optimum levels across the operations
*Lead, manage and motivate direct reporting staff through monthly 121 and regular PDR discussions
*Carry out individual performance management to drive a performance lead culture
*Liaise with HR on any people related issues requiring advice
*Development of team via professional qualifications/continuous learning through effective empowerment of tasks with a view to minimising the skills gaps evident keeping the long-term business continuity and succession planning at the forefront of your strategy
*Responsible for ensuring that the business is operationally compliant with all legal and regulatory requirements
*Responsibility for implementation of MCC and ensuring the business achieve CPD goals
*Working with Quality Governance team to ensure quality of service in line with Consumer Protection Code is practised by all and driving same within the business
*Ensuring the Company is audit ready always and performs successfully in any audits carried out by regulatory authorities
Person Specification - Our Values
*Integrity: Doing the right thing in a reliable way while honouring the confidentiality of matters. Being open, honest and respectful at all times with our colleagues, with our customers and with all our stakeholders.
*Customer: We are 100% committed to doing what is right for our customers. We put our customer's wishes at the centre of our operations and thinking to build long-term relationships by delivering on commitments. Our focus is to build trust, loyalty and confidence. We listen carefully to our customer when carrying out a 'needs assessment' in order to identify the product that is best suited to the customer.
*Communication: We believe in open and honest communication using a broad range of communication styles and choosing appropriate, effective ways to communicate to different audiences in diverse situations.
*Innovation: Be more creative in our thinking and more effective in our actions to improve processes, methods, systems, or services. We ignore the status quo and strive to find new and more efficient solutions that serve the needs of all of our stakeholder groups.
*Learning: We believe learning is fundamental to our progression and delivery of service. We encourage opportunities where learning and improvement enables talented people to realise their full potential.
Important additional attributes
*Project Management skills with clear demonstration of successful projects landing
*Ability to think strategically, to initiate, embrace and drive change.
*Innovative and forward thinking with proven track record of successful problem resolution
*Customer Centric in approach
*Highest level of honesty and integrity
*Outstanding communication and interpersonal skills
*Analytical and methodical in approach with ability to interpret and report on relevant MI effectively
*Strong influencing and negotiation skills.
*Ability to motivate and manage teams through effective leadership style with proven track record

Qualifications and experience
*Minimum CIP qualification with a view to progressing towards MDI/ACII
*Third level business qualification ideally
*8+ years relevant leadership, change and operations management experience
*Demonstrated evidence of strategic thinking, analytical skills and understanding of the general insurance landscape
*Excellent technical knowledge in Insurance
*Qualification in Process Improvement or willing to work towards same

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