At a Glance
- Tasks: Lead operational excellence and drive improvements in performance and customer outcomes.
- Company: Knight Square Insurance, a trusted broker in the insurance industry.
- Benefits: Competitive salary, hybrid working, free parking, and comprehensive training.
- Other info: Join a diverse and inclusive workplace with excellent career growth opportunities.
- Why this job: Make a real impact by optimising processes and enhancing client services.
- Qualifications: A-Level education or equivalent; experience in managing teams and client services.
The predicted salary is between 50000 - 50000 £ per year.
Location: New Milton
Salary: Up to £50k
Hours: Monday to Friday - 35 hours per week
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.
Business Improvement Manager - Insurance in Southampton employer: Knight Square Insurance Limited
Knight Square Insurance is an exceptional employer that prioritises the growth and well-being of its employees, offering a competitive salary and a comprehensive benefits package. With a strong commitment to operational excellence and a supportive work culture, employees are encouraged to innovate and improve processes while enjoying a hybrid working model and free parking in the picturesque New Milton area. Join us to be part of a diverse and inclusive team where your contributions truly matter.
Contact Details:
Knight Square Insurance Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Business Improvement Manager - Insurance in Southampton
✨Tip Number 1
Network like a pro! Reach out to your connections in the insurance industry, especially those who work at Knight Square Insurance. A friendly chat can open doors and give you insider info about the company culture and what they really value in candidates.
✨Tip Number 2
Prepare for the interview by researching common questions for Operational Excellence roles. Think about how your experience aligns with their needs, especially around process optimisation and performance metrics. We want you to shine!
✨Tip Number 3
Showcase your problem-solving skills! Be ready to discuss specific examples where you've driven improvements or led change in previous roles. This is your chance to demonstrate how you can bring value to their team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in joining Knight Square Insurance and are keen to be part of their mission.
We think you need these skills to ace Business Improvement Manager - Insurance in Southampton
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Business Improvement Manager role. Highlight your experience in operational excellence and process optimisation, as these are key for us at Knight Square Insurance.
Showcase Your Achievements:Don’t just list your responsibilities; showcase your achievements! Use metrics and examples to demonstrate how you've driven improvements in previous roles. We love seeing results!
Be Clear and Concise:When answering application questions, be clear and concise. We appreciate straightforward answers that get to the point, especially when it comes to your experience and skills relevant to the role.
Apply Through Our Website:Remember 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’s super easy to do!
How to prepare for a job interview at Knight Square Insurance Limited
✨Know Your Insurance Stuff
Make sure you brush up on your knowledge of general insurance products, especially those related to property management. Familiarise yourself with terms like Directors and Officers Insurance and Engineering Inspection, as well as the legal principles that underpin them. This will show that you're not just interested in the role but also understand the industry.
✨Showcase Your Change Management Skills
Since this role involves leading change in client service teams, be ready to discuss specific examples from your past experiences. Think about times when you've successfully implemented process improvements or optimised workflows. Highlight your results-driven mindset and how you managed stakeholder expectations during these changes.
✨Prepare for Performance Metrics Discussion
The job requires analysing trends and using performance data to drive improvements. Be prepared to talk about how you've used KPIs in previous roles. Bring examples of how you've monitored service delivery processes and identified areas for innovation. This will demonstrate your analytical skills and your ability to make informed decisions.
✨Emphasise Your Interpersonal Skills
This role demands excellent communication and interpersonal skills. Be ready to share instances where you've effectively communicated with senior stakeholders or led a team. Show how your empathy and engagement helped build trust and foster collaboration. Remember, it's not just about what you say, but how you connect with others.
