Operations Specialist in London

Join a Global Leader in Medical Insurance at IMG! We are proud to be pioneers in international medical insurance—supporting travellers, expats, businesses, and adventure‐seekers every minute of every day. Now, we are looking for a detail‐oriented and compassionate Operations Specialist to join our growing team and help us deliver peace of mind to our global members.

Location: United Kingdom

Contract Type: 37.5 hours a week, Permanent

Salary: £31,000 - £33,800 + 2% performance based bonus

Why This Role Is a Game‐Changer

The Operations Specialist is responsible for ensuring the accuracy of operational data being presented on reports and dashboards. This includes reviewing/auditing data where appropriate as well as liaising with other operational areas of the business to ensure that data is being presented in line with their processes and requirements. The Operations Specialist shall also be involved in developing, testing and maintaining new reports and dashboards, working with other members of the team and wider operations to ensure that they are working as intended.

What You’ll Be Doing

• Ensure adherence to data governance principles (e.g. data accuracy, consistency, access, etc.).
• Oversee data quality checks and documentation in order to maintain accuracy of operational reporting.
• Oversee designated operational reporting, including but not limited to:

• Telephony Reporting (Volumes, Queue Time, Handle Time, etc.).
• Case/Claim Reporting (both summaries and detailed reports).
• Performance/Productivity Reporting.
• Other internal and external reports across operations.

What We’re Looking For

• Strong data management/analysis skills.
• High degree of accuracy and attention to detail with excellent numerical skills.
• Ability to develop, implement and assess performance metrics.
• Good PC skills with a good working knowledge of the Microsoft Office suite and other applications.
• An excellent level of ability with Microsoft Excel.
• Experience and working knowledge of querying databases (MySQL, T‐SQL, etc.).
• Experience and working knowledge of analytics and reporting tools (Power BI, Tableau, etc.).
• Aware of telecoms/unified comms platforms (NICE, Genesys, etc.) and some experience of working with them would be beneficial, particularly around reporting aspects.
• Aware of automation platforms and approaches (Power Automate, RPA, etc.) would be beneficial.
• The ability to work well both independently and as part of a team.
• The ability to follow processes and efficiently collect data in a friendly and professional manner.
• Excellent written and verbal communication skills.
• The ability to use those communications skills to train individuals, or teams internally.
• A calm, diplomatic, open and professional approach, with the ability to handle enquiries from all parties, VIPs, insured personnel and underwriters alike.

What We Offer

• Hybrid & Remote Working Options
• Internal Promotion Opportunities
• Healthshield Cash Plan
• Diverse & Inclusive Culture
• Birthday Day Off + Christmas Eve Off
• Summer & Christmas Parties
• Surprise Rewards (Yes, even Beyoncé tickets!)
• Employee of the Month/Year Awards

Ready to Make a Global Impact? Whether you’re starting out or bringing years of experience, IMG is where your career can thrive. We’ll support your growth with expert training, a collaborative team, and opportunities to make a difference. Apply now and be part of something bigger. At IMG, we don’t just process claims—we deliver peace of mind. IMG is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, genetic information, disability, age, veteran status, and other protected statuses as required by applicable law.