Insurance Operations Manager
A leading Insurance Company in Birmingham City Centre seeks an experienced Insurance Operations Manager to run and manage several contact centre teams. You will manage between 6 Team Leaders who in turn will manage up to 120 contact centre team members and support staff.
You will create and support the implementation of a continuous improvement culture in pursuit of a best in class customer experience, whilst driving performance through people and process. It is in your remit to ensure quality standards and KPIs are met through meetings, cascade plans and communications. You will promote coaching and development within your pool of Team Leaders setting high expectations and leading by example.
A key part of the role will be identifying trends, interventions and control measures to address performance issues ensuring the distinction between interventions that are required at an individual or team level and where they require full process re-engineering or system enhancements. You will gain and understand the root cause of complaint volumes, ensuring corrective action is implemented to prevent the re-occurrence of common causes of complaints and provide a learning framework so that key issues are feedback to teams.
It will be your responsibility to promote, support and lead the continuous improvement culture at all levels leveraging the continuous improvement tools and methodologies to educate the Claims population You will need to be able to display extensive operational management experience within an insurance business having previously managed a pool of Team Leaders in a busy technical claims environment.
The successful candidate will be rewarded with a first class benefits package along with an opportunity to build a long term career.