Operations Manager
About the role
We are looking for an experienced Operations Manager with experience working at an insurance MGA / Broker.
The Operations Manager is responsible for overseeing the day-to-day operational performance of the business, ensuring processes are efficient, compliant and consistently followed.
The role will lead and support operational teams, drive improvements in service and efficiency, and work closely with other departments to ensure the business delivers high standards for both customers and insurer partners.
What you'll do
Your key responsibilities would be to:
- Oversee day-to-day operational activities across the business.
- Ensure processes, procedures and service standards are consistently followed.
- Monitor operational performance against agreed KPIs and service levels.
- Identify areas for improvement and implement more efficient processes and automation.
- Ensure workloads and resources are effectively managed.
- Support the implementation of new products, insurers, schemes and systems.
- Produce and review operational MI to identify trends, risks and opportunities for improvement.
Compliance & Customer Outcomes
- Ensure operational processes meet FCA requirements, Consumer Duty principles and internal policies.
- Maintain effective controls to minimise operational and regulatory risk.
- Ensure customers receive fair and appropriate outcomes throughout their journey.
- Support the management and resolution of operational issues, complaints and escalations.
- Assist with internal, insurer and regulatory audits where required.
Business and Process Improvement
- Review existing processes and identify opportunities to improve efficiency and service.
- Drive greater use of technology and automation to reduce manual processes.
- Work closely with Customer Success, Sales, Underwriting, Finance and Compliance.
- Build effective relationships with insurers, finance providers, aggregators and other business partners.
- Support wider business projects and operational change initiatives.
What you'll need to succeed
- Previous management experience within an insurance broker or similar regulated environment.
- Strong understanding of insurance operations and customer servicing.
- Good knowledge of FCA requirements and Consumer Duty.
- Proven experience managing and developing teams.
- Strong organisational, analytical and problem-solving skills.
- Experience improving processes and operational performance.
What we offer
At IU we provide a supportive and progressive working environment alongside the following benefits:
💷 Competitive salary packages
🌴 25 days of holiday plus Bank Holidays and your birthday
🧘🏽 Hybrid Working / Flexible Hours
📈 Career progression opportunities
👩🎓 Funded training and qualifications
👟 Gym membership included