Customer Experience Operations Supervisor

2 months ago


Peterborough, Canada ACTIVATE GROUP LIMITED Full time
strong>Head of Insurance Customer Operations

Location: Peterborough, hybrid working, three days per week in the office whilst in probation

We’re looking for a Head of Insurance Customer Operations to be part of our success story.

Leading a team to build and retain customers, whilst providing optimal customer experience. Ensure team deliver against sopp+sopp performance metrics with a clear focus on productivity and efficiencies. ul>Accountable for delivering service level commitments, achieved through managing teams in area of responsibility. li>Continuously analyse and review performance MI to proactively predict, identify exceptions and manage performance to achieve SLA’s.Manage teams to ensure internal leakage and productivity targets are achieved.Collaborate with group functions, building strong relationships to ensure delivery of customer contractual commitments and adapt operation in line with customer growth, change and feedback.Through use of audit, customer challenge and feedback, continuously identify areas for improvement to enhance solutions and customer experience.Maintain a focus on proactive customer communication, ensuring adequate touch points and management of expectations where applicable.Understand operational and customer requirements and when appropriate adapt the operational teams and performance in line with those needs.Create detailed targeted improvement plans where applicable to improve performance.Effective resource planning for both immediate and long-term customer requirements, ensuring all team members are multiskilled to maximise resource capacity and flexibility.Responsible for ensuring all team members meet the required standard and have relevant knowledge of regulatory and customer requirements.Coach and develop People Managers in the team to enable them to effectively manage all team members.Identify and understand performance and skills gaps.Ability to report and analyse MI.Excellent stakeholder management skills.33 days holiday (including bank holidays).Personal health cash plan – claim back the cost of things like dentist and optical check ups.Life assurance: three times basic salary.

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