Director Of Operations

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.

• 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.

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.

• 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.

• 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.

• 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!