Head of Operations Delivery - Telematics

Overview

To make the Telematics engine work, there are a significant number of operational elements that need to come together. Most insurance companies aren\’t thinking about sending physical products, WEEE regulations or managing the ICO\’s human review mandate on a large scale. Beyond these activities is making sure any action that involves exception or human review, is managed in-line with our policy (this is particularly key to the TM operating model). The objective of this role is to make sure things just work as they should – and that\’s no easy task.

Welcome to Hastings Direct – From our Group HR Director Pam Angel. Hastings Direct is a digital insurance provider with ambitious plans to become the best and biggest in the UK market. We have invested in our data and tech capabilities and we focus on our 4Cs culture. Our growth relies on the contribution of our talented colleagues as we serve over four million customers. The Telematics team is growing and a senior leadership layer is needed to support its critical scope. The team is set out in three major parts: managing the critical BA (e.g., managing our tab stock & suppliers), delivering great customer outcomes with operations, and acting as a line of defence to our profitability where policy adherence is required.

Responsibilities

• Lead a team of 15-20, empowering them to produce great results and create an engaging environment.
• Manage a split between operational and value-add roles and lead through people to achieve objectives.
• Set the strategy for the business area and engage key stakeholders (incl. ExCo) to gain approvals, aligning with near-term plans to deliver and demonstrate value creation.
• Gain deep understanding of how the operation works to make informed decisions and also work at a higher level beyond detail.
• Ensure the business is compliant through direct and indirect intervention; lead the conduct committee and participate in other boards to meet compliance obligations.
• Ensure the organization has the knowledge to train and upskill colleagues across the business.
• Explore opportunities to maximise customer experience by automating parts of the journey and shaping customer interaction.
• Lead third-party relationships with appropriate governance, ensure contract objectives are met, and support negotiations.
• Act as Telematics lead on claims, reviewing claims to optimise outcomes for customers and protect against high-risk customers.
• Report on operational performance (e.g., service levels) and act as the primary contact for day-to-day operations.
• Ensure regulatory obligations are met, manage the Telematics risk register and breaches, and keep stakeholders informed of statuses.
• Maintain clear and documented processes within Telematics to reduce single points of failure.
• Manage operational spend and seek cost efficiencies; maintain strong commercial awareness.
• Demonstrate leadership and motivation of people; work in governance- or regulation-heavy environments as needed.
• Collaborate effectively with a wide range of colleagues and translate complex concepts for diverse audiences.
• Show relentless curiosity, drive teams to deliver results, and seek opportunities to exceed them.
• Be able to adjust priorities and communicate changes to stakeholders to achieve business objectives.
• Make pragmatic decisions to succeed in a rapidly changing marketplace; experience in managing third-party relationships.

Qualifications and experience

• Strong leadership and team-building skills with a track record of motivating people.
• Experience working in governance or regulatory environments and in management/reporting within those contexts.
• Excellent collaboration and communication skills; ability to grasp complex concepts and translate for varied audiences.
• Commercial acumen with the ability to balance strategy, execution, and cost management.
• Ability to adapt priorities and workloads while maintaining stakeholder communication.

Benefits

• Competitive salary and £6k car allowance.
• Flexible hybrid working arrangements; discuss details with your recruiter.
• Competitive bonus scheme; eligible for the annual 4Cs performance bonus.
• Private medical Insurance (PMI) for medical needs and specialist access.
• Life assurance up to 4x salary, income protection, and matched pension contributions up to 10%.
• Additional benefits: discounts, mortgage advice, financial wellbeing support, and wellbeing resources.
• 27 days of annual leave plus bank holidays, with options to buy or sell a week; access to various schemes and facilities.

#J-18808-Ljbffr