Job Title: Service Operations Manager

Reference: EXT422

Hours: Full Time

Salary: Competitive

Job Purpose

You are committed to the success of insurethebox (ITB) by providing direction, management and support around the performance of the service department to ensure an effective, efficient and seamless front line service is delivered to all customers. You manage the service function in understanding and meeting the needs of our customers including adhering to the principles of Treating Customers Fairly.

You manage the operational recruitment strategy for the service function, getting the right people into the right jobs at the right time looking both externally and internally as appropriate as they will be the future of ITB and its continuing growth and success.

You liaise with the Learning and Development Managers to identify L&D requirements across the service function. Ensuring from any trends and needs identified, clear plans are agreed and implemented to provide each member of staff with the tools and knowledge they need to perform their roles at an exceptional standard.

You lead and inspire others, you are positive, trustworthy, approachable and full of passion for the business and the people you come into contact with. You strive to keep ITB a great place to work supporting low staff attrition rates and ensuring staff enjoy a good work and life balance.

You are aware of and comply on an ongoing basis with the rules and requirements of the Financial Services Commission (FSC) and any other legal/ regulatory/risk management frameworks working closely with the Compliance team to ensure all changes and new processes and procedures are implemented, understood  and adhered to.

You manage the drive for consistency within your management team through all levels and roles through effective communication and processes to ensure that necessary movement or changes within the department are implemented and managed positively with clear handover and transparency, creating minimal impact or challenges.

You ensure that staff are encouraged to be able to share best practice methods, share their opinion and thoughts and are able to act as the voice of the customer when striving for continuous improvement. You understand and act upon customer feedback using all data available to you.

You manage and represent your management team within the service department, working with your peer group to collectively take responsibility for the management of the department as a whole.

You are professional and aware of our Business Partners and key stakeholders and their involvement with ITB. At all times you will be presenting a positive image to all internal and external customers. You clearly communicate with all areas and levels of the business where required.

Experience Required

  • Vast amount of experience around managing Team Managers, Seniors and Team Members
  • Driving and Managing performance to achieve departmental goals and objectives
  • Good knowledge of insurance
  • Vast amount of knowledge and experience of incident management
  • Ability to manage, implement and oversee HR policies and procedures
  • Excellent verbal and written communication skills, enabling you to converse with all levels within the business
  • Good knowledge of positive recruitment techniques

How to apply

If you would like to apply for this role, please send a copy of your CV and covering letter to

Good luck with your application! We regret that only short-listed candidates will be contacted. If you have not heard from us within four weeks of the closing date, please assume that your application has been unsuccessful.