Operations Manager

• Oversee daily operations including client management, team capacity, complaint strategy, compliance and overall service delivery

• Develop and implement operational policies and procedures to ensure efficiency and consistency.

• Monitor key performance indicators (KPIs) to track performance and identify areas for improvement.

• Manage, train, and motivate a team of direct reports (team Leaders) and claims handlers

• Foster a positive working environment that encourages collaboration and high performance.

• Conduct regular performance reviews and provide constructive feedback.

• Feed into the overall divisional culture, supporting divisional focus and retention

• Ensure high standards of customer service by addressing client enquiries, complaints, and feedback promptly.

• Work closely with the sales and marketing teams to align service offerings with customer needs.

• Ensure all operations comply with industry regulations, licensing requirements, and health and safety standards.

• Develop and implement risk management strategies to minimize operational disruptions.

• Support the Divisional Director with the management of operational budgets, control costs, and identify opportunities for cost savings.

• Analyse financial reports and make data-driven decisions to optimize profitability.

• Leverage technology to improve operational efficiency, such as system improvements and adoption of new systems and technology

• Stay updated on industry trends and recommend innovative solutions to enhance operations.

• Foster a positive and ethical working climate conducive to attracting, retaining, and motivating a diverse group of high‑performing employees.
• Develop and sustain motivated and skilled teams through effective leadership, development, mentoring, and coaching.
• Use knowledge and data to challenge current assumptions and drive change.
• Manage relationships with internal and external customers and suppliers
• Influence and support the budget‑setting process, ensuring clarity and commitment from the operations team.
• Guarantee adherence to all policies and protocols concerning Security, Health and Safety, and Governance within the operation.
• Meet customer, legal, compliance, and regulatory requirements.

Demonstrates expertise in operational management, team leadership, and compliance with industry regulations. Proven ability to enhance service delivery and optimize performance through data‑driven decision‑making and effective risk management strategies.