A well-established collection of family-run insurance businesses is seeking an Assistant Operations Manager to support the Operations Manager in delivering an effective people and operational strategy across multiple sites. This role has a strong focus on supporting managers and employees throughout the employee lifecycle, ensuring that people policies, procedures, and best practices are applied consistently and fairly across the business. The successful candidate will work closely with managers and teams across the business to coordinate resources, improve processes, support staff development, and help maintain high standards of customer service and operational excellence. Reporting directly to the Operations Manager, this position is ideal for someone with strong organisational skills, a proactive approach to problem-solving, and a genuine passion for supporting and developing others within a regulated environment.
Key Responsibilities
People Management & Employee Relations
- Act as the first point of contact for managers on a day-to-day people matters, providing guidance and support on absence management, performance, conduct, capability, wellbeing, and employee engagement.
- Support managers in handling employee relations matters fairly, consistently, and in line with company policies and employment legislation.
- Assist with informal and formal processes, including investigations, disciplinary hearings, grievances, probation reviews, and performance improvement plans.
- Support onboarding, training, development, and retention activities.
Performance Management & Manager Support
- Work closely with managers to embed effective performance management practices.
- Coordinate performance review processes, one-to-one meetings, development planning, and objective setting.
- Monitor performance trends and support managers in identifying areas requiring improvement or additional support.
- Coach and support managers in developing their leadership and people management capabilities.
- Assist with succession planning and identifying future talent within the organisation.
HR Policy, Compliance & Regulatory Support
- Support the development, review, and implementation of HR policies and procedures.
- Assist in ensuring the business remains compliant with all relevant regulatory and legislative requirements, including FCA regulations, GDPR, and Employment Law.
- Support implementation and monitoring of compliance procedures and controls.
- Maintain accurate records and HR documentation in accordance with regulatory requirements.
Complaints Management (FOS & Non-FOS)
- Work alongside managers to support the effective handling and resolution of customer complaints.
- Ensure complaints are managed fairly, consistently, and in line with regulatory requirements and company standards.
- Monitor compliant trends and help identify opportunities for service improvement.
Reporting & Communication
- Produce and analyse people-related management information, including absence, turnover, training, engagement, performance, and recruitment metrics.
- Prepare reports and recommendations for senior management as required.
- Support communication and collaboration between departments to ensure consistent implementation of business objectives.
- Deputise for Operations Manager when required.
Ideal Candidate
The ideal candidate will have experience supporting people management activities within a regulated or professional services environment and be looking to develop their career in people leadership, HR operations, and organisational development. They will be highly organised, approachable, and confident in dealing with sensitive employee matters, with the ability to build strong relationships across all levels of the organisation.
Key Skills & Experience
- Experience supporting managers with employee relations and people management matters.
- Experience managing performance, absence, conduct, capability, and wellbeing processes.
- Ability to coach and influence managers effectively.
- Excellent communication, interpersonal, and relationship-building skills.
- High levels of emotional intelligence and professional integrity.
- Strong organisational and administrative skills with excellent attention to detail.
- Ability to analyse people data and identify trends.
- Good understanding of FCA regulations, GDPR, and compliance requirements.
- Proficiency in Microsoft Office applications, particularly Excel, Outlook, and PowerPoint.
- CIPD Level 3 or Level 5 qualification (desirable).
Location: Multi-site / Office based
#J-18808-Ljbffr…