A leading Insurance Company in Birmingham City Centre seeks an experienced Operations Manager to run their busy customer service unit. You will manage between 6 and 8 Team Leaders who in turn will manage between 70-120 customer service and support staff.
My client is looking for an inspirational people leader with a proven ability to drive cultural change and improve the customer journey. You will development engagement within the customer service department to improve the customer experience and call quality.
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 customer service department.
You will need to be able to display extensive operational management experience ideally within an insurance or FCA regulated business however other similar regulated environments will also be considered.
The successful candidate will be rewarded with a first class benefits package along with an opportunity to build a long term career.
I am responsible for all claims and personal lines recruitment across the Midlands regions ranging from junior level through to Company Director. Having worked in insurance for 11 years before moving into recruitment I have a good understanding of both candidate and clients requirements.