Job Description

Operations & Digital Process Manager

Location: Sutton – Hybrid

Job Type: Permanent

Working Pattern: 3 days office / 2 days home

The Role

Henry Seymour, part of the Jensten Group, is looking for an Operations & Digital Process Manager to join our growing Digital Schemes team.

You'll lead 4 direct reports and drive operational performance, customer experience and process improvement.

This role would suit an experienced Operations Manager or an ambitious Team Leader/Team Manager ready to take the next step.

What We're Looking For

• Experience leading teams in a customer-focused environment
• Operations Management or Team Leader/Manager experience within a professional services setting
• Strong MI, data analysis and performance management skills
• Excellent Excel and PowerPoint skills
• Experience improving processes and implementing change
• Strong communication and stakeholder management skills
• Interest in digital, automation and AI
• Insurance experience desirable but not essential

Key Responsibilities

• Lead and develop Customer Service, Claims and Underwriting teams
• Own renewal and retention performance
• Monitor MI, KPIs and operational performance
• Identify and deliver process improvements
• Use technology, automation and AI to improve efficiency
• Oversee telephony, service levels and customer experience
• Manage operational issues, complaints and escalations

What We Offer

• 27 days annual leave + bank holidays
• Birthday day off + religious holiday of your choice
• 5% employer matched pension
• Flexible benefits
• Group Life Assurance
• Fully paid maternity, paternity & adoption leave
• Professional qualification support
• Perks at Work discounts
• Holiday purchase scheme – up to 5 days

About Jensten

Jensten is one of the UK’s leading independent insurance intermediary groups, with around 1,000 colleagues across 35 locations.

We combine the expertise of a major insurance group with the culture and agility of an independent business.

Protecting today, empowering tomorrow.

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