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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: Collaborative culture with a focus on continuous improvement and professional development.
- Why this job: Join a mission-driven team and make a real impact in a thriving industry.
- Qualifications: Experience in people leadership and claims handling within a regulated environment.
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.
- 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.
- 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.
Operations Manager employer: Broaden
Contact Detail:
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StudySmarter Expert Advice 🤫
We think this is how you could land Operations Manager
✨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 how they align with your own. This will help you show them that you're not just a fit for the role, but for the team too!
✨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 highlight your achievements in previous roles.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows 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
Some tips for your application 🫡
Show Your Passion for Operations: When writing your application, let us see your enthusiasm for operations management. Share specific examples of how you've improved processes or led teams in the past. We want to know what drives you and how you can contribute to our mission!
Tailor Your CV and Cover Letter: Make sure your CV and cover letter are tailored to the Operations Manager role. Highlight relevant experience in claims handling and operational performance. Use keywords from the job description to show that you understand what we're looking for.
Be Clear and Concise: Keep your application clear and to the point. We appreciate a well-structured CV and cover letter that make it easy for us to see your qualifications. Avoid jargon and focus on your achievements and skills that align with the role.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. This way, we can easily track your application and ensure it gets the attention it deserves. Plus, it shows you're keen to join our 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. Being able to discuss specific operational challenges and how you would tackle them will show that you're not just a candidate, but someone who can genuinely contribute to their growth.
✨Showcase Your Leadership Style
Prepare examples of how you've led teams in the past, especially in regulated environments. Highlight your approach to coaching and performance management, as this role requires someone who can motivate and develop a team. Be ready to discuss how you handle complex cases and ensure high-quality outcomes.
✨Emphasise Process Improvement Experience
This company is all about enhancing processes. Bring concrete examples of how you've identified bottlenecks and implemented changes that improved efficiency. Discuss any tools or systems you've used to track performance and how they contributed to better service delivery.
✨Communicate with Confidence
As a Claims & Operations Manager, you'll need to influence stakeholders effectively. Practice articulating your thoughts clearly and confidently. Use the STAR method (Situation, Task, Action, Result) to structure your responses, ensuring you convey your analytical mindset and attention to detail.