Head of Customer Operations - Gloucester, United Kingdom - The Benefact Group

The Benefact Group
The Benefact Group
Verified Company
Gloucester, United Kingdom

3 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

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Description

Working hours:35 hours per week, Monday to Friday


Duration:
Permanent


Location:
Gloucester


Job ref:201262


About the role:

We have a fantastic opportunity to join our business
Ecclesiastical Insurance in
Gloucester.


As
Head of Customer Operations, you will lead the service delivery for Church Operations within the UKGI business (including Methodist and Baptist Insurance) with full responsibility for customer satisfaction and operational excellence.


This is a newly created strategic role that over time will lead to the following; to act as the formal deputy for the Church Operations Director to lead and deliver the strategic work across the Church Operations department and wider business.

You will lead cultural change across our high performing teams to create an environment where people feel empowered, supported and valued to deliver operational excellence.

You will also take a lead on delivering the business plan aligned to the overall UK General Insurance and Group Strategy and corporate projects.

Alongside this you will manage the P&L ensuring profitable and sustainable underwriting for target niches and develop your relationships within the church to support the relationship management strategy.

This is a fantastic opportunity to join our
Gloucester based team. This a thoroughly rewarding opportunity to make an impact within an organisation that supports charitable causes.


Key responsibilities
***:

  • Leadership and Vision
  • Part of the leadership team setting the strategy for church customers and driving initiatives forward


  • Customer Experience Strategy

  • Responsibility for ensuring the customer experience is customer driven, market leading and consistent across all church teams
  • People Strategy and Management
  • Responsibility for the performance management, development, moral, wellbeing and motivation of all Church Operations team members. Responsibility for recruitment and retention strategy. Management of 7 manager direct reports leading underwriting and service teams


  • Operational Strategy

  • Responsibility for setting and ensuring consistent delivery of service as detailed in our customer promise to customers


  • Relationship Management

  • Develop end customer knowledge, build and support relationships within the church. Promote Ecclesiastical's brand, values and reputation with customers and the Benefact Group. Oversight of complaints and praise including customer escalation point


  • Customer advocate

  • Subject matter expert and customer representative, working collaboratively across the business and external partners to deliver an exceptional end customer experience. Attendance and customer/operational representation at relevant Boards and Committees


  • Business Planning

  • Support the financial and business planning process to deliver the church operations business plan inputting customer insight and assessing operational impact
  • MI Analysis and Reporting
  • Responsible for ensuring MI and reporting enables effective monitoring and understanding of key performance metrics, Responsible for analysing and interpreting Church Operations key metrics (service, customer, performance) to better understand and improve the department's performance. Provide effective reporting to Church Operations Director


  • Process and Procedures

  • Responsibility for overseeing the delivery all operational underwriting processes. Review and challenge process efficiency and value to ensure delivery of service strategy


  • Church Expense Management

  • Responsibility for setting the church expense budget and managing owned cost centres to ensure on budget delivery.


  • Resource Management

  • Strategic responsibility for understanding and managing capacity within Church Operations


  • Risk Management

  • Understand, accept and implement risk management processes in line with the Church Risk Management Strategy. Report inefficient, unnecessary or unworkable controls and report loss events or near misses to the UKGI Risk Manager. Responsible for implementation of risk improvement recommendations


  • Business Continuity

  • Responsibility for ensuring there are robust and tested plans in place for BC events across all Church Operations locations


  • Managed Companies

  • Lead customer service delivery and operational management for two managed companies, (Methodist Insurance and Baptist Insurance), including Board reporting, representation at Board meetings and act as Data Owner for both brands. Primary contact for Company CEO's
After an initial period in the role where you would build a strong understanding of our customers and operations, the expectation is that you would progress to take on the following responsibilities;

  • Act as formal deputy to Church Operations Director
  • Lead and deliver strategic work across multiple disciplines bringing together the specialist skill areas in Church Operations and working collaboratively across the wider business, to deliver the strategy and business plan
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