Director Of Operations

Tedaisy Insurance Group; Salisbury; On-site; GBP 70,000 - 100,000; Full time

Job summary

A leading insurance firm in Salisbury is seeking a Director of Operations to take full accountability for operational performance. You will lead key teams across Operations, Claims, and Veterinary Advisory while driving efficiency and fostering a culture of accountability and customer-first thinking. The ideal candidate will have a robust background in insurance with expert knowledge of FCA regulations, customer experience, and multi-channel operations. This role offers a competitive salary and comprehensive benefits, including generous holiday and healthcare options.

Benefits

30 days holiday per year

Birthday off (paid)

4 × salary life assurance

Company pension

Healthcare including 24/7 GP advice

Employee discounts

Employee assistance programme

Discretionary lunch

Qualifications

• Experience in insurance, health, or financial services at a senior level.
• Knowledge of Consumer Duty and complaints management frameworks.
• Ability to lead multi-channel customer operations.

Responsibilities

• Develop and deliver operational strategy aligned with growth.
• Lead and mentor diverse teams across multiple functions.
• Drive operational improvements informed by data and feedback.

Skills

Senior operational leadership

Deep knowledge of FCA regulation

Improving customer experience

Stakeholder management

Experience with CRM platforms

Job description

Director of Operations

As Director of Operations, you will take full accountability for the operational performance of the business. You’ll lead four key teams Operations, Claims, Complaints and Veterinary Advisory through a talented leadership group, ensuring alignment between strategic vision and day-to-day delivery. This is a hands‑on leadership position for someone who combines strategic foresight with operational excellence. You’ll be instrumental in scaling the business, driving efficiency and embedding a culture of accountability, innovation and customer‑first thinking.

Responsibilities

• Develop and deliver the operational strategy aligned with business growth and customer outcomes.
• Lead and mentor a diverse team spanning Operations, Claims, Complaints, and Technical Advisory functions.
• Champion a high‑performance culture built on empowerment, accountability, and continuous improvement.
• Oversee customer experience delivery across multiple channels (email, chat, telephony, and digital), ensuring a seamless, frictionless journey.
• Drive operational and service improvements informed by data, complaints insights, and customer feedback.
• Maintain strong governance and oversight of claims and complaints processes in line with FCA, DISP, and Consumer Duty requirements.
• Collaborate closely with Compliance and Risk to ensure full regulatory adherence and audit readiness.
• Define and deliver key operational OKRs covering customer satisfaction, retention, claims efficiency, and employee engagement.
• Present operational performance, risk insights, and strategic recommendations to the Executive Team and Board.

About You

You’ll be an experienced operational leader, adept at steering complex, regulated environments through transformation and growth. You bring a mix of strategic vision, commercial acumen, and people leadership with the ability to inspire teams and deliver tangible business impact.

Essential Experience

• Senior operational leadership in insurance, health, or financial services.
• Deep knowledge of FCA regulation, Consumer Duty, and complaints management frameworks (DISP).
• Proven record of improving customer experience, retention, and operational efficiency.
• Experience leading multi‑channel customer operations.
• Strong stakeholder management and communication skills, with the ability to influence at Board level.
• Experience with CRM platforms and operational technology optimisation.

Personal Attributes

• Strategic thinker with operational pragmatism.
• Calm, decisive, and resilient under pressure.
• Customer- and compliance-first mindset.
• Collaborative, emotionally intelligent leader who drives empowerment and results.
• Passionate about improving, innovating, and creating measurable impact.

What We Offer

• 30 days holiday per year
• Your birthday off (paid)
• 4 × salary life assurance
• Company pension
• Healthcare including 24/7 GP advise & mental health helpline
• Discounts at hundreds of brands you know and love
• Employee assistance programme
• Competitive salary
• Discretionary lunch provided to assist with cost of living

Interested or want to know more? Apply today!