Senior Commercial Operations Manager

Business Unit/Function: PIB Schemes & Affinities
Location: Harrogate or Gloucester
Reporting to: CEO or MD

Job purpose:

PIB are looking to recruit an experienced Commercial Operations Manager within our successful Retail niche Schemes and Affinities Division to support the delivery of a first-class service to our clients. This role will see you contributing and delivering against a defined strategy focused on growth in our specialist Personal Lines and SME products. This is a fast-paced environment so you will need to be able to prioritise workload and keep on track to delivering successful trading, retention, digital and marketing plans. You will have good commercial acumen and experience of managing KPI’s and driving performance. Using your people leadership experience, you will guide your operational teams to success through collaboration and coaching. This role provides you with the opportunity to help shape the future of the division and bring something very special to our specialist niche insurance product distribution.

Key Responsibilities:

Optimise Performance: Effectively manage operational resources to consistently exceed Service Level Agreements and client expectations, driving positive client experiences and outcomes.
Champion Profitability: With P&L responsibility, implement controls, measures & changes to optimise growth and profitability (EBIDTAE).
Trading & Transformation - Contribute to and deliver successful trading strategies for the insurance products, from new business through to retention. 
Strategic Planning & Reporting: Develop, implement, and manage a data-driven business plan aligned with Divisional objectives. Prepare and submit timely reports to Senior management team.
Continuous Improvement: Foster a culture of continuous improvement within the team, prioritising a "right first-time" approach.
Leadership & Development: Cultivate a high-performing team environment, providing coaching, mentorship, and ongoing performance development opportunities.
Effective Communication & Collaboration: Utilise strong communication skills to build positive relationships with clients, colleagues, and stakeholders at all levels.

What you need to be successful

Commercial Acumen: Exhibit a keen understanding of financial principles and the ability to translate them into actionable strategies for business growth from either a Retail Insurance, Financial Services or Regulated industries.
Proven Leadership Skills: Inspire, motivate, and coach a team towards achieving peak performance.
Exceptional Communication, Interpersonal Skills: Articulate complex insurance concepts clearly and concisely to both clients and colleagues.
Superior Collaboration & Negotiation Skills: Working with all stakeholders to secure the most favourable terms for clients through effective negotiation strategies.

Person specification

Qualifications

Degree qualified or equivalent experience/industry related qualifications
At least 5 years relevant experience within General Insurance/Retail Broking Sector
CII professional qualifications

Experience

Experience in operational delivery
Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
Proven Management experience influencing change
Established track record of exceeding targets, KPI's, Service Level Agreements (SLA's), in a quality led, regulated environment.
Able to interpret Management Information and Business Intelligence (MI/BI), develop strategy and make recommendations.
Demonstrate ability to motivate and communicate with others at all levels.
Influential relationships skills at all levels and able to use these relationships to deliver service improvements.
Excellent communication and negotiation skills.
Able to adapt and succeed in a changing environment.
Collaborative, focused, selfless, agile and results driven.

Knowledge

Extensive industry and market knowledge.
Knowledge of best practice for sales and service.
Regulatory knowledge

Skills

Organised with the ability to prioritise and allocate workloads across your team according to business need. 
Excellent time management skills to plan ahead.
Ability to mentor team members providing guidance and support on more complex tasks.
Excellent communications and stakeholder management skills, with the ability to work under pressure, facilitating competing demands and influence your colleagues to achieve the best outcome.
Ability to analyse and interpret management information to maximise capacity, efficiency and performance.
A critical thinker with the ability to successfully manage issues, understand complex situations and deliver solutions.
Assertive and confident manner in using all communications methods.
Ensuring updates by your team are made accurately to data quality standards for effective MI and reporting.
Confident use of MS Office suite, especially Excel and Powerpoint.
Use of SAS/Power BI reports for performance reporting.

Attitude

Passionate, about your role with a sense of ownership and accountability of your team’s deliverables and a desire to get it right first time.
Lead by example continuingly improving and taking pride in your team’s accomplishments.
Naturally charismatic, with a customer focus and the ability to build excellent rapport with colleagues and your team.
Driven to deliver good customer service leading by example and displaying the PIB core values and behaviours.
Embrace the future and contribute to associated change as PIB develops and grows within an evolving industry.
Desire to develop new skills and continue professional development.

REF-(Apply online only)