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- Tasks: Lead a dynamic team to enhance claims handling and improve operational efficiency.
- Company: Fast-growing InsurTech MGA aiming to revolutionise the insurance market.
- Benefits: Competitive salary, bonus potential, and opportunities for rapid career advancement.
- Other info: Hybrid work model with a focus on personal and professional growth.
- Why this job: Join a mission-driven team and make a real impact in a thriving industry.
- Qualifications: Experience in claims handling and strong leadership skills required.
The predicted salary is between 50000 - 65000 £ per year.
As our Operations Manager, you will be responsible for the effective day-to-day delivery and continuous improvement of our operations function. We are looking for a strong team-player to sit across both operational strategy and practical execution, ensuring our services remain fair, fast, and transparent. You'll be working with and learning from our brilliant COO, and be well-placed to move up the firm rapidly.
We are a fast-growing insurance business committed to genuinely changing the insurance market - we're targeting 3x headcount growth this year alone, and need people who're keen to take ownership of processes and really make a difference. This role is a key part of our journey from start-up flexibility to scale-up discipline, focusing on driving process improvement and people development across the operation. We need an organised, bright, and proactive Operations Manager to join the team and help us build out the systems and structures that will take us to 50+ people.
You'll support in leading a team of Claims Handlers, ensuring that claims are handled efficiently, compliantly, and with genuine empathy. You will own the SLAs and KPIs that define our success, proactively identifying risks to service delivery and implementing corrective actions.
Reporting to the Head of Operations, you will balance the big picture of process enhancement with the hands-on management of workload distribution and complex case escalations. We are looking for someone who thrives on improving speed and quality while maintaining a strong, accountable team culture.
Responsibilities
- Lead, motivate, and develop a team to deliver high-quality outcomes through regular coaching and performance reviews.
- Own and monitor claims SLAs, including turnaround times, backlog levels, and resolution quality.
- Continuously review workflows to identify bottlenecks and lead initiatives that enhance the customer experience.
- Ensure all activities comply with internal policies and regulatory requirements while promoting a strong control environment.
- Prepare regular MI and analysis on productivity and SLA performance to share with the wider business.
- Collaborate with underwriting, partnerships, and technical delivery teams to support collective operational objectives.
- Act as the primary point of contact for complex, high-value, or sensitive claims and complaints.
Required Skills
- Proven capability in people leadership and performance management within a regulated environment.
- Significant experience in claims handling or a closely related operational role.
- Demonstrated success in improving operational performance and service delivery.
- An analytical mindset with strong attention to detail and experience working with claims systems and MI.
- A clear, confident communicator who can influence stakeholders and balance speed with quality.
Preferred Skills
- Fluent in friendly, informative chats and smart solutions.
- You are an adaptable leader who can foster a positive team culture while remaining focused on rigorous standards.
- You bring energy and focus to the implementation of new systems and tools, always seeking frontline insight to inform better ways of working.
Locations
Operations Manager in Newport, Wales employer: Broaden
Contact Detail:
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StudySmarter Expert Advice 🤫
We think this is how you could land Operations Manager in Newport, Wales
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and think about how your experience aligns with their goals. This will help you stand out as someone who truly gets what they’re about.
✨Tip Number 3
Practice your responses to common interview questions, but keep it natural. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your achievements effectively.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can leave a lasting impression and show your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Operations Manager in Newport, Wales
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Operations Manager role. Highlight your experience in claims handling and people leadership, and don’t forget to showcase any process improvement initiatives you've led. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about the insurance industry and how your skills align with our mission. Be genuine and let your personality come through – we love a bit of character!
Showcase Your Analytical Skills: Since this role involves improving operational performance, make sure to highlight your analytical mindset. Share examples of how you've used data to drive decisions or enhance service delivery. We’re all about making informed choices here at StudySmarter!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our fast-growing team!
How to prepare for a job interview at Broaden
✨Know Your Operations Inside Out
Before the interview, dive deep into the company's operations. Understand their claims process, SLAs, and KPIs. This will not only help you answer questions confidently but also show that you're genuinely interested in how they operate.
✨Showcase Your Leadership Skills
Be ready to discuss your experience in leading teams, especially in a regulated environment. Prepare specific examples of how you've motivated your team and improved performance. Highlighting your people management skills will resonate well with them.
✨Emphasise Process Improvement
Since the role focuses on enhancing operational efficiency, come prepared with ideas or examples of how you've identified bottlenecks and implemented successful changes in previous roles. This shows your proactive approach and analytical mindset.
✨Communicate Clearly and Confidently
Practice articulating your thoughts clearly. They value strong communication skills, so be prepared to explain complex concepts simply. Use examples from your past experiences to demonstrate your ability to influence stakeholders effectively.