Assistant Operations & Transformation Manager

hireful; Gloucester; On-site; GBP 30,000 - 60,000; Full time

Job description

Assistant Operations & Transformation Manager

Are you a result-driven, insurance professional who is passionate about delivering the best customer service while supporting and encouraging your team to do the same? We are on the lookout for someone to assist the wider Operations Team in driving the delivery of, and setting the standards for, consistent high-quality service to our customers by understanding and meeting our customers’ needs and delivering fair outcomes through compliant processes. While driving excellence in customer delivery, the Assistant Operations & Transformations Manager will work alongside the Operations & Transformation Manager in future developments and projects to drive positive change throughout the Retail Specialty division.

Responsibilities:

1. Support all assigned change activity for the division including project delivery and digital led activity.
2. Manage the development of Customer Excellence processes for all customer groups (Private Clients, SME and Corporate) including Best Practice Broking Processes and Excellent Customer Journey.
3. Manage Customer Service delivery and Quality in the Division.
4. Manage all tracking of requests relating to system changes and documentation from across the division (including costs and effort).
5. Support with design, process, user acceptance testing and embedding of change within the applications utilised across the division.
6. Assist the Operations & Transformation Manager in monitoring KPI’s to improve productivity, delivery of fair customer outcomes and adherence to regulation.

Experience and attributes:

1. Substantial relevant experience working within the General Insurance/Broking sector, with extensive industry and market knowledge.
2. CII professional qualifications are desirable.
3. Excellent communication and negotiation skills with influential relationship skills at all levels, and able to use these relationships to deliver service improvements.
4. Established track record of exceeding targets, KPIs and Service Level Agreements in a quality led & regulated environment.
5. Strong strategic customer focus with a clear understanding of the wider issues impacting the relevant markets.
6. Well organised and able to effectively prioritise and allocate workloads.
7. Experience using MS Office suite and Acturis.

Further information:

As well as a competitive salary we offer the following benefits:

1. Competitive holiday allowance with the annual option to buy additional days.
2. Death in Service benefit of x4 salary.
3. Company pension scheme.
4. Enhanced maternity and paternity leave packages.
5. A flexible benefits package which allows you to add additional benefits to your overall package.
6. Our benefits portal offers discounts on technology & electronics, cinemas, restaurants, days out, mortgage advice, travel and many more.
7. Referral schemes.
8. Discounted rates on PIB products.
9. We offer a first-class employee benefits and welfare package to support our employees with financial management, cycle to work scheme, counselling support, health screening, will writing, menopause support, books, stopping smoking and much more.
10. If supporting the local community, engaging with charities and having the opportunity to ‘give something back’ interests you, you have the opportunity to take an extra day to support this with a Volunteering day.
11. We also offer a wide range of discounts including a kids pass – giving you discount to over 4500 attractions and activities, discounts at hairdressers and beauticians, climate change projects with lots of other options to choose.
12. PIB has a comprehensive learning & development framework, including professional study options and apprenticeships which are available to all employees, and which will support your career development.
13. Being a part of our PIB Community Trust, we support fundraising where you can apply for grants from PIB Group towards your chosen charity.
14. PIB Group are committed to improving their environmental impact in a responsible way. From the individual actions that our colleagues take every day through to installing the right facilities across our premises, there are many measures in place to help reduce PIB’s carbon footprint.

We are proud of our success and growth and have been recognised for many industry awards across our business. If you wish to work for a company that truly puts people at the heart of their organisation, then we would love to hear from you. PIB operates a flexible working policy, and our management teams will talk to you about how that would meet both your flexible working needs and those of the business and role you are applying for. We would love to hear from you if you want to hear more about opportunities in PIB.

We are an equal opportunities employer, committed to hiring a diverse and inclusive workforce. We do not discriminate on the basis of race, colour, gender, religion, disability, age, sexual orientation or any other characteristic protected by law.

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