Operations Manager

Overview

As an Operations Manager, you lead a 24/7 Incident Response Operation that supports Home Emergency and FNOL services for insurer, affinity, and corporate clients. You guide cross-functional teams to deliver reliable service, navigate surge periods, and uphold customer-centric standards. You’ll shape performance, governance, and strategic projects while developing leaders and ensuring FCA/compliance alignment. This role offers meaningful impact and growth within a caring, collaborative culture.

Pay / Benefits

• Self Invested Personal Pension (SIPP)
• 25 days holiday plus bank holidays
• Private healthcare plan
• Life assurance
• Group Income Protection
• Employee assistance programme

Responsibilities

• Lead and manage a 24/7 Incident Response Operation across hybrid and remote teams
• Oversee end-to-end delivery from FNOL to resolution and manage escalated issues
• Drive performance against KPIs, SLAs, quality standards, and customer experience targets
• Ensure readiness for surge events and adverse weather; maintain governance and compliance
• Develop and coach leaders; support succession planning and resource development
• Collaborate with clients and internal partners to maintain consistent processes and outcomes
• Utilize MI to identify trends, drive efficiency, and improve customer and colleague experience
• Lead change initiatives and strategic projects within Home Emergency and FNOL strategy
• Deputise for the Operational Director during periods of high demand or incidents
• Maintain FCA compliance, data protection, contractual obligations, and company standards

Key requirements

• Experience leading leaders/managers in a contact centre, service delivery, claims or assistance environment
• Experience managing large-scale, high-volume operations
• Strong grasp of operational performance metrics, workforce planning, and customer service analytics
• Excellent leadership, coaching, and people-management skills
• Proven ability to lead through change and high operational demand
• Strong stakeholder management, communication, and decision-making abilities
• Resilience under pressure and during major incidents
• Understanding of FCA-regulated environments and customer complaint handling
• Commercial awareness and ability to use management information to drive performance

• leadership
• coaching and people management
• stakeholder management
• operational performance management
• workforce planning
• management information (MI) and data-driven decision making

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