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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive leadership in customer operations within the UK general insurance market, focusing on customer-centric strategies, regulatory compliance, and continuous improvement through data insights and digital solutions.
Highest-signal resume keywords
Customer Operations LeadershipRegulated Operations ManagementWorkflow Solutions DevelopmentCustomer Service ProvisionProfessional Insurance Qualifications
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Data Insights AnalysisRoot Cause AnalysisDigital Self-Service SolutionsSmart Workflows ImplementationCustomer Care Solutions Roadmap
Soft Skills
Customer-Centric MindsetCollaboration with PartnersAccountability for Audit OutcomesAdvisory Skills
Tools & Technologies
Next-Generation Communication ToolsDigital Technology Integration
Certifications & Qualifications
DipCIIACII
Industry Keywords
UK General Insurance MarketMGABroker MVIFCA Consumer DutyBPO Collaboration
About the role
Key responsibilities & impact- Champion the customer proposition across broking functions and ensure customer-centricity is central to company strategy
- Interface with brand, insurer, and claims partners on customer-related matters
- Embed FCA Consumer Duty outcomes across servicing channels
- Partner with Risk and Compliance to design and execute remediation plans and customer redress schemes
- Take accountability for audit outcomes
- Lead and direct the customer operations function and steer department performance
- Translate data insights, customer sentiment trends, and Root Cause Analysis into continuous business improvements
- Develop and deploy a customer care solutions roadmap with Platform, Product, Insurance, and Tech Ops teams
- Introduce smart workflows, digital self-service solutions, and next-generation communication tools
- Advise on European outsourced customer servicing models
- Share operational playbooks, quality benchmarks, and continuous improvement frameworks with international partners
Requirements
What you’ll need- Minimum 5 years in senior customer operations leadership within the UK general insurance market
- MGA or broker MVI experience highly preferred
- Proven track record leading a regulated operations customer service function
- Experience managing customer service provision to high-value affinity relationships or corporate partnerships
- Experience working alongside insurers and third-party suppliers
- Experience collaborating with or advising third-party BPOs or outsourced European customer servicing partners highly desirable
- Demonstrated experience delivering workflow solutions combining digital technology and human intervention
- Degree preferred
- Professional insurance qualifications such as DipCII or ACII highly desirable
Benefits
Comp & perks- Strategic Impact: End-to-end operational and governance oversight of the UK MGA customer care function, with autonomy to build, govern, and continuously evolve the customer operations target operating model
- Hybrid & Flexible Working Culture: Modern UK-based hybrid working setup with flexibility to manage time effectively while fostering high-impact collaboration
- Competitive Compensation & Benefits Package: Competitive salary and comprehensive benefits package designed to support wellbeing and reward impact
- Collaborative & Tech-Forward Culture: Open environment with cross-functional collaboration and pragmatic, transparent operational technology decisions