01892 240 845

info@flossagency.co.uk

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Head of Insurance Operations

Job Category: Financial, Legal & HR
Job Title: Head of Insurance Operations
Job Reference: 21208
Job Location: Croydon
Job Salary: 50-55K PA + Annual Bonus from 7-10K PA
Job Type: Permanent

Objective of the Role

To manage, co-ordinate and develop the activity within Insurance Operations (sales, claims & recoveries and customer service departments). To ensure that all performance targets and KPI’s are consistently met and that the quality and efficiency of service delivery is managed and developed to meet and exceed the needs of the business. To manage and control all the relevant processes and associated activity, ensuring the achievement of business objectives.

Hours
Hours – 35 hours per week. These hours will vary in line with business needs and flexibility is required.

You will be responsible for the following:

Operational and strategic management
Communitcation
Planning
Quality
Budgetary Control
Training & Development
Client liaison
Regulatory
Reporting
Health & Safety
Projects

Essential
A minimum of 4 years management experience at a senior level within a contact centre or customer service environment
Proven people management and development skills
Experience of performance management
Proven experience of managing multiple teams
Excellent analytical skills
Hands on experience of delivering service improvement.
Able to demonstrate delivery of results
Problem solving skills
Demonstrable proven experience of management/process improvement which has led to positive financial benefit to the business

Desirable
Insurance Industry experience
Specific LOB Industry experience
Financial Services background
Experience of regulatory and FCA requirements
Detailed understanding of ICOB rules
Report writing experience
Contact management system experience
Personal Lines Insurance experience

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