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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in managing Customer Service, Claims, and Underwriting teams while driving operational performance and enhancing customer experience through process improvements and technology integration.
Highest-signal resume keywords
Team LeadershipOperations ManagementData AnalysisProcess ImprovementStakeholder Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
MI MonitoringKPI ManagementProcess ImprovementData AnalysisExcelPowerPoint
Soft Skills
CommunicationCustomer FocusProblem Solving
Tools & Technologies
AutomationAITelephony Systems
Industry Keywords
Professional ServicesInsurance
About the role
Key responsibilities & impact- Lead and develop Customer Service, Claims and Underwriting teams
- Own renewal and retention performance
- Monitor MI, KPIs and operational performance
- Identify and deliver process improvements
- Use technology, automation and AI to improve efficiency
- Oversee telephony, service levels and customer experience
- Manage operational issues, complaints and escalations
- Lead 4 direct reports
- Drive operational performance, customer experience and process improvement
Requirements
What you’ll need- Experience leading teams in a customer-focused environment
- Operations Management or Team Leader/Manager experience within a professional services setting
- Strong MI, data analysis and performance management skills
- Excellent Excel and PowerPoint skills
- Experience improving processes and implementing change
- Strong communication and stakeholder management skills
- Interest in digital, automation and AI
- Insurance experience desirable but not essential
Benefits
Comp & perks- 27 days annual leave + bank holidays
- Birthday day off + religious holiday of your choice
- 5% employer matched pension
- Flexible benefits
- Group Life Assurance
- Fully paid maternity, paternity & adoption leave
- Professional qualification support
- Perks at Work discounts
- Holiday purchase scheme – up to 5 days
- Tailored L&D plans
- CII training, apprenticeships and funded study packages