Insurance Operations Manager
Confluent
Vacancy at a glance
Confirm details and submission instructions on the original advert.
Overview
We are looking for an Operations Head to lead our Insurance Claims and Fulfilment functions and the people who deliver them. Reporting at executive level and appointed as a Key Individual of the FSP, you will be accountable for claims outcomes, policy client service and the first-line control environment. In this role you will turn business objectives into clear operational priorities. You will make sure claims and policy fulfilment are fair, accurate and timely, and you will build a capable, accountable team across the senior and junior management layers. This role suits a strong, proven people leader who brings operational discipline and a real commitment to treating customers fairly. Insurance experience is advantageous but not essential. We will support the successful candidate in meeting the regulatory requirements of the role.
Requirements
- 5 years’ people management experience, of which 3 years at middle or senior level managing team leaders or managers
- Proven track record of leading and developing multi-layer teams, including performance management, disciplinary processes and succession planning
- Demonstrated experience running an operational environment against SLAs, quality and turnaround targets
- Appropriate degree
- Honesty, integrity, good standing and financial soundness
- No debarment and no record of dishonesty; clear credit and criminal checks
Responsibilities
- Lead end-to-end claims performance against product SLAs, accuracy and complaint targets
- Hold final approval for claims above M2 limits, refunds and exceptions
- Directly manage the Claims Insurance Specialist on technical claims, escalations, audit preparation and specific projects
- Maintain the Claims QA function, aligned with insurer QA and Group Business Assurance
- Manage the claims relationship with insurers, including escalations and exception handling
- Drive root cause analysis on claims defects and rework
- Lead the Fulfilment team in delivering client service across the policy lifecycle
- Set and monitor fulfilment SLAs and cycle times
- Maintain the Fulfilment QA function and ensure complaints are handled in line with TCF and Policyholder Protection Rules
- Use complaint and query trends to fix underlying process issues
- Lead the M2 Operations Manager and the M1 Claims and Fulfilment Team Leaders and their teams
- Drive performance management, training, skills upliftment and succession planning
- Approve leave, overtime, performance ratings and disciplinary actions for direct and indirect reports
- Build a high-performance, accountable culture with psychological safety
- Manage day-to-day operations with the M2 Operations Manager
- Prioritise and oversee system improvement and automation projects
- Review and approve UAT outcomes and deployment readiness for new processes and product features
- Act as liaison between Operations, Compliance, IT, Products and Finance
- Deliver the monthly Operations and Exco report on time
- Manage relationships with insurers, external compliance officers and auditors
- Contribute to budgeting, forecasting and capacity planning with Finance
How to apply
About this listing: SpanSam is an opportunity discovery service and is not the hiring employer unless explicitly stated. Application decisions and source-listing changes are controlled by the employer or institution.