Role Summary
We are looking for an experienced Operations Manager to undertake this important leadership role. As the Operations Manager, you will assist the managing director in supporting a variety of functions including promoting all aspects of customer experience management, overseeing process & controls, quality management, training & competency and mentoring practices as well as managing operations for a team of +20 colleagues.
The role primarily involves resolving business challenges, troubleshooting regulatory changes and acting as a 'go-to point to address client and operational problems. Due to the nature of the work, the individual will need to collaborate with underwriting, digital, compliance, risk and internal audit, claims and external group functions on a variety of topics and be on-hand to give insight and advice to these functions.
This is an extremely central and relatively high-profile role for somebody who is equipped with a wide range of insurance experience and has the confidence and political savvy to drive transformational change.
The applicant needs to have the mental agility to be creative as well as comfortable at producing/presenting packs to senior stakeholders which clearly articulate whatever the issue is and how/when/why it can be resolved.
Role Responsibilities
Ensure that the Quality Management function continues to deliver robust and objective monitoring of internal audits, surveys, personnel, training, insurer data reporting, version control, digital system updates and refinements and act as a "one-stop-shop" as oversight and escalation point for these functions.
Assist the office operations through robust operational stability and customer service
Provide leadership, direction, advice and guidance to direct reports to ensure the team maintain high levels of delivery, integrity, motivation and morale and deployment of empowerment
Support sales manager, key account manager, underwriting managers, claims manager and compliance manager to deliver profitable growth for stakeholders.
Lead and/or support in the implementation of group-wide operational improvement changes required in iFarm, working closely with Aventum business units to integrate the operating model.
Lead, test and/or support in the implementation of new products, existing product amendments and enhancements specific to iFarm. Ensure all stakeholders have a full understanding of operational proposals to enable streamlined delivery of new products or amendments efficiency with minimal business impact. Liaise with the wider development team and external engineers to ensure efficiency and compatibility.
Manage due diligence and design documentation in line with underwriting, sales, claims and compliance. Create question sets, referral triggers, rating specifications etc. in line with insurer/underwriting binder and underwriting guides.
Create an open and honest culture across the iFarm office which drives engagement, development and supports strategy to meet key KPIs. Contribute to the development of colleagues by coaching and acting as a reference point to assist in decision making.
Oversight of complaints, voidance/cancellations are handled in line with FCA regulations and compliance taking into consideration conditions and exclusions of the policy wording.
Oversight of insurer audits, complete large loss audits and provide a comprehensive presentation of outcomes.
Manage workflow rotas, forecasts and resource planning specific to iFarm.
Oversight of Conduct MI and all items outside of tolerance are escalated to the appropriate person.
Run weekly batch renewals for all products along with testing and refinement to ensure maximum operational efficiency; and to work with underwriting managers to ensure no risk to the business from an underwriting perspective.
Oversight of all version control including wording/guide updates and document changes etc. including all external/internal document controls reflect this – website etc.
Point of contact for all reporting requirements in iFarm, including working with external providers (such as actuarial) to ensure the flow of information is correct and in line with the timescale expected by underwriters.
Role Requirements
Excellent operational management skills, with a proven track record of delivering process improvements and change in an Insurance agency
Practical application of designing and implementing business and operational processes in line with regulatory expectations
Understanding and experience of working in partnership with other support functions
Experience of working in high pressure and results-oriented environment, with the capacity to deal with and endorse change
Experience in successfully implementing initiatives to drive operational excellence
Ability to operate effectively under pressure with multiple stakeholders
Highly organised with the ability to prioritise workload, including project management skills and problem-solving
Understanding and experience of iFarm products, underwriting and customer journey.
Educations & Qualifications
ACII qualification desirable or working towards
Degree level or other equivalent qualification preferred
Skills & Abilities
Strong communication, negotiation and influencing skills
Computer literacy and competency with Microsoft Outlook, Word, Excel and PowerPoint
Ability to create and maintain an open and honest culture that drives engagement, development and opportunity for all employees.
Pragmatic decision-maker with good analytical and numerical reasoning skills
Experience with matrix management environment
