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Contact Centre

Department Operations Manager - Underwriting

Location: Central Bristol
Posted: 05/04/2021

Salary: £50,000 - £60,000
Job Type: Permanent

Are you an enthusiastic and experienced Operations Manager looking for a new challenge?

Do you want to work for an award-winning financial services provider that prides itself on its customer service excellence?

Our client, based in the City Centre, is looking for an enthusiastic and experienced Operations Manager to lead and support a Personal Insurance Lines Underwriting Department.  You will be responsible for reviewing and managing the Department’s performance on key measures whilst generating plans that support SLA improvements, the management of high call volumes and service delivery.  Employee engagement and wellbeing will be a big focus for this role too. 

In return, there is a market leading salary and very attractive benefits package on offer, including up to 25% annual bonus, 28 days holiday plus bank holidays and many more.

Daily duties of the Operations Manager to include;

  • Managing 4 team manager direct reports and up to 50 indirect telephony/web chat personal lines underwriters
  • Implementing people management practices, including succession planning and ways of working
  • Ensuring effective development, attitudes and behaviours to deliver on objectives and a first-class service
  • Building and maintaining effective working relationships internally with other departments and with external suppliers
  • Responding to changes in customer demands and seeking ways to improve operational efficiency
  • Driving a high-performance customer centric culture and maximising contributions to the Department
  • Analysing and reporting on performance and financial data and other management information, ensuring trends, risks, issues and opportunities are identified and managed


Due to the nature of this Operations Manager role, you will need to possess a track record of driving customer-focussed contact centre operations to success.  You will be familiar with leading teams within fast-paced, high-volume and regulatory financial services environments, where delivery on performance and SLAs is of high importance.  This should be alongside an agile, innovative and committed approach to influencing change and driving continuous improvement of performance, quality and efficiency.  CII or ACII qualifications are desirable although not essential. 

Please note, that while this role can be performed remotely in the interim, there will be an expectation to return to the office once current restrictions are lifted. 

If you are interested in this position or would like to hear more details, then please contact me ASAP.