Head of Customer Operations

HSB (UK and Ireland) , is a leading specialist provider of engineering, technology and structural warranty insurance  solutions, plant and equipment inspection services, and engineering-based risk management activities in the UK and Ireland. HSB (UK and Ireland) consists of the parent company HSB Engineering Insurance Limited (HSBEIL) together with its two UK subsidiaries, HSB Engineering Inspection Services Limited (HSBEISL); and a regulated MGA, MD Insurance Services Limited (MDIS), which trades as Premier Guarantee or LABC Warranty.  Collectively HSB is the UK and Ireland’s only group of companies solely focused on providing specialist engineering and technology insurance solutions and risk focused inspection services and assessments to its customers. 

This position is a key role within HSB, responsible for the strategic and operational leadership of the Customer Operations Team, which comprises the Regional and National broker underwriting and support teams, partnership and public sector teams and E-trade digital trading team. This role ensures alignment with the wider business objectives and supports the delivery of sustainable, profitable revenue growth 

Your Role

• Providing strategic direction and motivational leadership to the Customer Operations team, ensuring an effective team organisational structure is in place, setting of clear objectives and responsibilities,  and creating a culture of high performance, through effective operational planning and staff training and development, ensuring behaviours meet the expected HSB standards.
• Contributing to and implementing the strategic priorities and operational business plan, ensuring alignment of Customer Operations with HSB’s wider business and delivering innovation in the approach to driving sustainable, profitable revenue growth.
• Supporting business growth by delivering enhancing trading and underwriting capabilities across customer operations, with a focus on maximising retention and E-trade new business acquisition.
• Driving activities to deliver excellent customer service and ensure ongoing compliance with the FCA Consumer Duty requirements.
• Ensuring effective processes and controls are in place to ensure compliance with all Company and regulatory requirements and implementing effective performance monitoring, oversight and corrective actions as required.
• Directing activities to deliver continuous improvement in Customer Operations operational productivity, through critically reviewing current performance, identifying required improvements and overseeing the delivery of activities to drive improvements, with a focus on quality, service excellence and revenue benefits.
• Collaborating with key stakeholders across the Group to identify and implement best practices, including the development of new technologies to improve operational effectiveness.
• Building effective relationships with key internal stakeholders, ensuring engagement and support for the delivery of strategic plans.
• Driving the external market profile of Customer Operations, through attending relevant industry and market specific events, conferences and networking activities, to raise HSB’s profile and market presence.
• Ensuring key risks are identified and effectively controlled to ensure compliance with regulatory, legal and statutory requirements and with Company and Group policies and that risks and controls are documented and maintained within the Company’s Operational Risk Control System.
• Collectively with other senior managers in the Operations Division, supporting the Chief Operating Officer in the delivery of an effective Operations function.

Your Profile

• Excellent people management skills with proven leadership skills
• Demonstrable critical and strategic thinking abilities
• Exceptional business planning experience
• Experience of high-level decision making
• Effective high-level customer relationship and stakeholder management
• Strong broker experience gained in relevant insurance environment
• Strong trading and business development capability
• Experience of matrix management in a complex organisation
• Ability to build strong broker relationships
• Thorough understanding of commercial insurance governance and controls
• Demonstrable coaching and mentoring experience
• Ability to prioritise and effectively manage unforeseen business crises
• Demonstrable management and leadership experience with ability to inspire and motivate team members to achieve exceptional results
• Excellent interpersonal and communication skills
• Project management, business transformation and process improvement skills
  

   

   

   

   

  Personal Attributes:

  • Results focused
  • Customer champion
  • Self-motivated with a proactive approach to problem solving and decision making
  • Collaborative approach to business goals and team targets
  • Ownership and accountability for performance
  • Pragmatic decision maker with analytical and reasoning skills

At HSB, Diversity, Equity, and Inclusion foster innovation and resilience and enable us to act braver and better. Embracing the power of DEI is at the core of who we are. We recognise diversity can be multi-dimensional, intersectional, and complex, so we want to build a diverse workforce that includes a wide range of racial, ethnic, sexual, and gender identities; economic and geographic backgrounds; physical abilities; ages; life, school, and career experiences; and political, religious, and personal beliefs. Additionally, we are committed to building an equitable and inclusive work environment where this diversity is celebrated, valued, and has equitable opportunities to succeed. 

All candidates in consideration for any role can request a reasonable adjustment at any point in our recruitment process. You can request an adjustment by speaking to your Talent Acquisition contact.