Operations & Digital Process Manager

Henry Seymour (part of the Jensten Group) has an exciting opportunity to join our well-established team in Sutton as an Operations & Digital Process Manager. Our Henry Seymour division is a friendly, collaborative team of 20+ professionals. This role sits within our successful and growing Digital Schemes division, where you’ll manage 4 direct reports and play a key role in driving performance and innovation. We’re looking for a hands‑on operational leader with a strong interest in digital distribution, who can translate plans into action, improve customer outcomes, and deliver sustainable performance across core operational teams. This role is being offered on a hybrid basis of 2 days at home and 3 in the office in Sutton.

Key objectives & responsibilities will include:

• Leadership & Team Development
  • 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.
• Renewal & Retention Programme
  • 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.
• Operational Performance, MI & Continuous Improvement
  • 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.
• Customer Experience & Telephony
  • 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.

About You

You’re a proactive, detail‑oriented operational leader with a genuine interest in how digital distribution can support performance. You will also be or have:

• Experience in a similar Operations Management role.
• Strong data analysis skills and the ability to leverage digital MI for performance improvement.
• Excellent IT and systems knowledge (Excel, PowerPoint essential; Open GI desirable).
• A background in the insurance industry (desirable).
• Outstanding communication and relationship-building skills at all levels.

Rewards & Benefits

When you join us, you can expect a supportive culture and an attractive range of rewards and benefits which include:

• 27 days annual leave (includes a day off for your birthday and another for a religious holiday of your choice) + bank holidays.
• 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.
• 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.

About Us

Catering to the unique needs of salons, clinics, gyms, spas, and mobile or freelance therapists under its long-established Salon Gold brand, Henry Seymour & Co proudly holds the mantle as the market leader in insurance within the hair and beauty industry. The business also extends its specialist expertise to the trade and construction sector with a strong reputation through its Tradesman Saver brand. Jensten is one of the UK’s leading insurance intermediary groups, known for putting clients and people first. Since launching in 2018, we’ve built a standout business in a crowded marketplace—combining scale, expertise, and entrepreneurial spirit. Operating through six specialist divisions—Network Broking, Regional Broking, Schemes Broking, Specialist Lines, London Market Broking, and Underwriting—we deliver tailored insurance solutions directly to clients and through a network of trusted third-party broking partners. Thanks to a combination of strong organic growth and strategic acquisitions, Jensten is now a Top 10 Independent Broker, placing over £650 million GWP into the market. We employ more than 1,000 people across 35 locations and work with 85 entrepreneurial franchise holders across the UK. We fill the gap between large consolidators and local brokers—offering the scale and capability to compete at the highest level, while maintaining the agility, culture, and client focus of a truly independent business.