Business Improvement Manager - Insurance

Knight Square Insurance Limited; New Milton; Ibrido; GBP 50.000 - 70.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive salary

Free parking

Training and support

Descrizione del lavoro

Knight Square Insurance Limited is seeking an Operational Excellence Lead to improve performance and customer outcomes while overseeing process optimization within the broking function. This role emphasizes leading change initiatives, monitoring service quality, and ensuring compliance with industry standards.

Candidates should have strong interpersonal skills, relevant qualifications, and experience managing teams. Knight Square Insurance offers a competitive salary, benefits, hybrid working, and is committed to diversity and inclusion in the workplace.

Competenze

• Good knowledge of general insurance Real Estate products and services.
• Experience managing a team for quality client services.
• Strong verbal and written communication skills.

Mansioni

• Drive improvements in operational performance and customer outcomes.
• Monitor service delivery and identify areas for innovation.
• Lead operational and regulatory projects end-to-end.

Conoscenze

Interpersonal skills

Organizational skills

MS Office proficiency

Change management

Empathy and engagement

Formazione

Educated to A-Level standard or equivalent

Chartered Insurance Institute Qualification: CIP CII/Dip CII

Strumenti

Acturis

Descrizione del lavoro

Hours: Monday to Friday - 35 hours per week

Knight Square Insurance is a highly respected, trusted broker specializing in providing comprehensive insurance cover for property management companies, resident management companies (RMCs) and right to manage companies (RTMCs). We offer a range of products including Directors and Officers Insurance, Buildings and Estates as well as Terrorism Insurance, Engineering Inspection and other insurance for homeowners, landlords and tenants.

Job purpose

To act as an Operational Excellence Lead in the best interests of the company. This role will primarily be responsible for driving measurable improvements in operational performance, customer outcomes, and efficiency by leading process optimisation, system enhancements, and operational delivery of governance frameworks across the broking function.

Main Responsibilities

Process Optimisation

• Map and redesign key journeys (renewals, service, cancellations)
• Identify and remove duplication and points of failure
• Monitor service delivery processes and identify areas for improvement or innovation
• Standardise best practice across teams

Performance and Insight

• Embed and support delivery of operational KPIs
• Use performance data and service metrics to make informed decisions and drive improvement
• Systems and Change
• Identify system gaps and inefficiencies
• Own and deliver enhancements / fixes
• Work with operations, compliance, Finance and external customers to drive improved processes

Project Delivery

• Lead operational and regulatory projects end-to-end
• Manage timelines, stakeholder expectations, and project outcomes

Governance and Product Oversight

• Working with Compliance Manager to ensure delivery of industry regulations, company policies, and contractual obligations
• Monitor quality measures and customer satisfaction

Innovation and Continuous Improvement

• Work to deliver continual improvement in processes across the business and with group companies
• Stay updated on industry trends and best practices to enhance client services
• Drive initiatives to improve efficiency, client satisfaction, and overall service quality

Qualifications

• Holding/working towards one of the Chartered Insurance Institute Qualification: CIP CII/Dip CII desirable
• Educated to A-Level standard or equivalent

Technical Knowledge

• Good knowledge of general insurance Real Estate products, services, and good understanding of underlying legal principles and practices relating to risk within own role capacity

Experience

• Experience in managing a team to deliver quality client services, account management, or service operations
• Track record of leading change in client service teams or multi-disciplinary operational teams
• Experience engaging with senior stakeholders, boards, and external partners

Skills/other

• Excellent interpersonal skills, including listening, verbal and written communication skills with the ability to communicate effectively
• Ability to identify potential risks/issues and seek advice/consultation when required
• Ability to adapt to changing demands and priorities
• Good organisational skills
• Self‑motivated to achieving targets planning
• Manages change and ambiguity
• Takes initiative for seeking opportunities
• High level of empathy and engagement to gain trust
• Highest degree of ethics and integrity in client focus
• MS Office proficiency with excellent Excel skills
• Experience of Acturis desirable

Eligibility Requirements

• Eligible to work in the UK
• All roles subject to an Enhanced DBS check, as well as a bankruptcy and financial background screening

What We Offer

At Knight Square Insurance we believe our people deserve the best, just like our customers. That’s why we provide the tools, training, and support you need to thrive, alongside a competitive salary, great range of benefits, hybrid working following probation sign off, free parking and much more!

We're committed to creating a supportive, inclusive workplace where everyone can succeed.

Diversity and Inclusion

At Knight Square Insurance, we’re committed to building a diverse and inclusive workforce and recruit based on merit. We welcome applications from everyone, including those interested in job share opportunities.

As an inclusive employer, we provide equal employment opportunities to all qualified candidates. If you have any accessibility requirements or need adjustments at any stage of the recruitment and selection process, please contact our team, we are happy to support you.