At a Glance
- Tasks: Lead a dynamic team to enhance customer service, claims, and underwriting processes.
- Company: Join Henry Seymour, part of the innovative Jensten Group in Sutton.
- Benefits: Enjoy 27 days annual leave, flexible benefits, and professional development support.
- Other info: Great career growth opportunities with perks like discounts and holiday purchase scheme.
- Why this job: Make a real impact by driving performance and innovation in a collaborative environment.
- Qualifications: Experience in operations management and strong data analysis skills required.
The predicted salary is between 50000 - 60000 £ per year.
Henry Seymour, part of the Jensten Group, offers an opportunity for an Operations & Digital Process Manager based in Sutton. The role leads a team of 20+ professionals within our Digital Schemes division, managing four direct reports and driving performance and innovation across customer service, claims and underwriting.
Key Responsibilities
- Inspire and lead the Customer Service, Claims and Underwriting teams, ensuring performance management, continuous professional development and successful team hires.
- Foster a culture of collaboration, accountability and growth.
- Own and oversee the renewal and retention process end‑to‑end, ensuring KPIs are achieved across automated outreach, inbound renewals and lapse recovery.
- Drive consistent, efficient renewal handling to maximise customer retention and service outcomes.
- Ensure robust operational MI is in place (enhancing where required) to monitor workflows, renewal and retention performance, customer experience and other business‑critical metrics.
- Oversee current digital and operational processes, identifying and delivering continuous improvement initiatives, including workflow mapping and process optimisation.
- Utilise technology, software, automation and AI to streamline workflows, improve efficiency and enhance customer experience.
- Act as the first point of escalation for operational issues, ensuring timely resolution.
- Ensure service levels are agreed and consistently achieved across new business conversion, servicing of existing accounts and retention of renewals, in line with business procedures and regulatory requirements.
- Constantly review processes and procedures to ensure efficiency and an optimal client experience, including managing complaints and escalations.
- Oversee and continuously improve the business telephony system and performance, ensuring optimal call quality, effective monitoring of advisors and strong operational control to support service standards.
Qualifications
- Experience in a similar Operations Management role.
- Strong data analysis skills.
- Ability to leverage digital MI for performance improvement.
- Excellent IT and systems knowledge (Excel, PowerPoint essential; Open GI desirable).
- Background in the insurance industry (desirable).
- Outstanding communication and relationship‑building skills at all levels.
Benefits
- 27 days annual leave (includes a day off for your birthday and another for a religious holiday of your choice).
- Auto enrolment into our excellent pension scheme (5% employer matched contribution).
- Flex‑benefits – a range of flexible benefits to choose from that are most important to you.
- Group Life Assurance cover for 3 months.
- Maternity, Paternity & Adoption leave – all fully paid.
- Professional qualification study support relevant to your role and career.
- Perks at work: amazing discounts on cinema tickets, meals out, luxury items, etc.
- Holiday purchase scheme – up to 5 days annually.
Operations & Digital Process Manager employer: Jensten Group
Henry Seymour, part of the Jensten Group, is an exceptional employer that prioritises employee growth and a collaborative work culture in Sutton. With a strong focus on innovation and performance management, employees benefit from generous leave policies, flexible benefits, and professional development support, all while working in a dynamic environment that values accountability and continuous improvement.
StudySmarter Expert Advice🤫
We think this is how you could land Operations & Digital Process Manager
✨Dive Into Industry Networking Events
Get your foot in the door by attending insurance industry events and conferences. Not only will you learn about the latest trends, but you'll also meet potential employers and industry peers. Check out local chapters of professional bodies like the Chartered Insurance Institute for valuable meetups.
✨Use LinkedIn to Your Advantage
Don’t underestimate the power of LinkedIn in the insurance world. Engage with industry content, join relevant groups, and connect with professionals at companies you admire (like Jensten Group). A thoughtful message explaining your interest can really make a difference!
✨Look Out for Graduate Schemes
Many firms in insurance have structured graduate programmes. Keep an eye on application windows and utilise your university's career services for insider tips. These schemes are designed to develop talent and often lead to permanent roles after your initial training.
✨Leverage Your Current Connections
Got friends or family in the industry? Now’s the time to reach out! Personal referrals can give you a head start, so let them know you're on the lookout for full-time opportunities at places like Jensten Group. Don’t shy away from asking for a coffee chat; you never know what doors it might open!
We think you need these skills to ace Operations & Digital Process Manager
Some tips for your application 🫡
Highlight Your Analytical Skills:In insurance, we love a candidate who can crunch numbers and analyse data effectively. When crafting your CV, make sure to showcase any relevant coursework or experiences that highlight your analytical abilities, especially if you’ve tackled risk assessment or financial modelling.
Showcase Industry Knowledge:Don’t be shy about your knowledge of the insurance sector! We want to see that you've done your homework on current trends, regulations, and challenges in the industry. Mention any relevant projects or studies you’ve completed that demonstrate your understanding of the field in your cover letter.
Craft a Compelling Cover Letter:Your cover letter should tell us why you’re passionate about insurance. Share any personal experiences or what drew you into this profession. We’re looking for enthusiasm and a clear motivation for why you want to be part of our team at Jensten Group.
Tailor Your CV for the Role:Don't just send a generic CV! Focus on tailoring it specifically for the insurance role at Jensten Group. Highlight relevant skills such as risk management, customer service experience, or any certifications you've earned in the industry to make your application stand out.
How to prepare for a job interview at Jensten Group
✨Know Your Numbers: Insurance Fundamentals
Brush up on your understanding of key insurance concepts, like underwriting principles and risk assessment. Expect the interviewer at Jensten Group to throw some technical questions your way, so be ready to demonstrate your grasp of these essentials.
✨Showcase Your Analytical Side
In the insurance world, it's all about data. Prepare to discuss any analytical tools or methodologies you've used in past experiences. If you have a portfolio of projects where you've tackled complex data, bring that along to impress the team!
✨Prepare for Behavioural Questions
As a full-timer at Jensten Group, they'll want to know how you handle real-life scenarios, not just theory. Think about challenges you've faced in teamwork or customer service, and how those experiences can relate to a career in insurance.
✨Know the Company Culture Inside Out
Understanding Jensten Group's values and workplace culture is essential. Don’t just memorise their mission statement; think about how your personal values align with theirs. This will show your genuine interest in being part of their team long-term.
