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- Tasks: Lead operational excellence initiatives to enhance performance and customer satisfaction.
- Company: Join Knight Square Insurance, a trusted broker in the insurance industry.
- Benefits: Enjoy competitive salary, hybrid working, free parking, and comprehensive training.
- Other info: Diverse and inclusive workplace with excellent career growth opportunities.
- Why this job: Make a real impact by driving improvements in operational processes and client services.
- Qualifications: A-Level education or equivalent; experience in managing teams and client services.
The predicted salary is between 40000 - 50000 £ per year.
Location: New Milton
Hours: Monday to Friday - 35 hours per week
Knight Square Insurance is a highly respected, trusted broker specialising in providing comprehensive insurance cover for property management companies, resident management companies (RMCs) and right to manage companies (RTMCs). We offer a range of products including Directors and Officers Insurance, Buildings and Estates as well as Terrorism Insurance, Engineering Inspection and other insurance for homeowners, landlords and tenants.
Job purpose
To act as an Operational Excellence Lead in the best interests of the company. This role will primarily be responsible for driving measurable improvements in operational performance, customer outcomes, and efficiency by leading process optimisation, system enhancements, and operational delivery of governance frameworks across the broking function.
Main Responsibilities:
- Process Optimisation
- Map and redesign key journeys (renewals, service, cancellations)
- Identify and remove duplication and points of failure
- Monitor service delivery processes and identify areas for improvement or innovation
- Standardise best practice across teams
- Performance and Insight
- Embed and support delivery of operational KPIs
- Analyse trends (service levels, claims leakage, duplication, complaints)
- Use performance data and service metrics to make informed decisions and drive improvement
- Systems and Change
- Identify system gaps and inefficiencies
- Own and deliver enhancements / fixes
- Work with operations, compliance, Finance and external customers to drive improved processes
- Project Delivery
- Lead operational and regulatory projects end-to-end
- Manage timelines, stakeholder expectations, and project outcomes
- Governance and Product Oversight
- Working with Compliance Manager to ensure delivery of industry regulations, company policies, and contractual obligations
- Monitor quality measures and customer satisfaction
- Innovation and Continuous Improvement
- Work to deliver continual improvement in processes across the business and with group companies
- Stay updated on industry trends and best practices to enhance client services
- Drive initiatives to improve efficiency, client satisfaction, and overall service quality
Skills and Experience:
- Qualifications
- Holding/working towards one of the Chartered Insurance Institute Qualification: CIP CII/Dip CII desirable
- Educated to A-Level standard or equivalent
- Technical Knowledge
- Good knowledge of general insurance Real Estate products, services, and good understanding of underlying legal principles and practices relating to risk within own role capacity
- Experience
- Experience in managing a team to deliver quality client services, account management, or service operations
- Track record of leading change in client service teams or multi-disciplinary operational teams
- Experience engaging with senior stakeholders, boards, and external partners
- Skills/other
- Excellent interpersonal skills, including listening, verbal and written communication skills with the ability to communicate effectively
- Ability to identify potential risks/issues and seek advice/consultation when required
- Ability to adapt to changing demands and priorities
- Good organisational skills
- Self-motivated to achieving targets planning
- Results driven mind-set
- Manages change and ambiguity
- Takes initiative for seeking opportunities
- High level of empathy and engagement to gain trust
- Highest degree of ethics and integrity in client focus
- MS Office proficiency with excellent Excel skills
- Experience of Acturis desirable
Eligibility Requirements
Eligible to work in the UK
What We Offer:
At Knight Square Insurance we believe our people deserve the best, just like our customers. That’s why we provide the tools, training, and support you need to thrive, alongside a competitive salary, great range of benefits, hybrid working following probation sign off, free parking and much more!
We’re committed to creating a supportive, inclusive workplace where everyone can succeed.
Diversity and Inclusion:
At Knight Square Insurance, we’re committed to building a diverse and inclusive workforce and recruit based on merit. We welcome applications from everyone, including those interested in job share opportunities.
As an inclusive employer, we provide equal employment opportunities to all qualified candidates. If you have any accessibility requirements or need adjustments at any stage of the recruitment and selection process, please contact our team, we are happy to support you.
Ready to apply:
Click the ‘Apply’ button below to begin your application. You’ll be asked to upload your CV and answer a few short questions. As part of the process, you may also be invited to complete online verbal and numerical reasoning tests.
Please note that, due to the nature of our sector, all roles are subject to an Enhanced DBS check, as well as a bankruptcy and financial background screening.
If you meet the criteria for the role, we’ll be in touch to arrange a brief telephone interview. Shortlisted candidates will then be invited to a first-stage interview with the hiring manager and a member of our team.
Due to the high number of applications we receive, we may not be able to contact everyone individually — but we truly appreciate your interest in joining Knight Square Insurance.
Operational Excellence Lead employer: Knight Square Insurance Limited
Contact Detail:
Knight Square Insurance Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operational Excellence Lead
✨Tip Number 1
Network like a pro! Reach out to your connections in the insurance industry and let them know you're on the lookout for opportunities. You never know who might have a lead or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews! Research Knight Square Insurance thoroughly, understand their products, and be ready to discuss how your skills in operational excellence can drive improvements. Show them you mean business!
✨Tip Number 3
Practice makes perfect! Get a friend to do mock interviews with you. Focus on articulating your experience in process optimisation and performance analysis clearly and confidently.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team at Knight Square Insurance.
We think you need these skills to ace Operational Excellence Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Operational Excellence Lead role. Highlight relevant experience in process optimisation and project delivery, as these are key aspects of the job. We want to see how your skills align with what we’re looking for!
Showcase Your Achievements: When writing your application, don’t just list your responsibilities; showcase your achievements! Use specific examples of how you’ve driven improvements in operational performance or customer outcomes. This will help us see the impact you can bring to our team.
Be Clear and Concise: Keep your application clear and concise. We appreciate well-structured responses that get straight to the point. Avoid jargon unless it’s relevant to the insurance industry, and make sure your communication reflects the excellent interpersonal skills we value.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about Knight Square Insurance and what we stand for.
How to prepare for a job interview at Knight Square Insurance Limited
✨Know Your Stuff
Make sure you brush up on your knowledge of general insurance, especially Real Estate products. Familiarise yourself with the key responsibilities of the Operational Excellence Lead role and be ready to discuss how your experience aligns with their needs.
✨Showcase Your Achievements
Prepare specific examples of how you've driven process optimisation or led change in previous roles. Use metrics to demonstrate your impact, like improvements in service delivery or efficiency gains, as this will resonate well with the interviewers.
✨Engage with Stakeholders
Since the role involves engaging with senior stakeholders, think about how you can illustrate your interpersonal skills. Be ready to discuss how you've successfully managed expectations and communicated effectively with various teams in the past.
✨Stay Current
Keep yourself updated on industry trends and best practices related to operational excellence. This shows your commitment to continuous improvement and innovation, which is crucial for the role. Bring up any recent developments that could enhance client services during your interview.