We’re 1st Central, a market-leading insurance company utilising smart data and technology at pace. Rapid growth has been based on giving our 1.4 million customers exactly what they want: great value insurance with an excellent service. And that’s the same for our colleagues too; we won Insurance Employer of the Year at the British Insurance Awards 2024 and our Glassdoor score is pretty mega too!
Looking for a role where you can lead, inspire, and make a real impact? We’re on the hunt for a Policy Analysis Operations Manager to join our Counter Fraud Services (CFS) Policy Analysis (PA) team at First Central on an 9-month fixed term contract!
The PA team is responsible for validating new and existing customer policies flagged for application fraud or misrepresentation, ensuring customers are insured correctly at the right rate. As PA Operations Manager, you’ll play a key role in delivering the team’s objectives by overseeing PA operations and contact centres.
Leading around 8 teams and 80 colleagues, you’ll drive an exceptional contact centre experience, maintain engagement, support career growth, and ensure department metrics and SLA targets are met. If you thrive in a fast-paced, people-focused environment, we’d love to hear from you!
Ready to take the next step?
You’ll be great in this role if:
- You’ve the ability to lead a team and inspire colleagues
- You’re a great communicator
- You’re confident in presenting
- You are organised with the ability to prioritise
Here’s a glimpse of what we can offer:
- Starting salary from £67,700 to £76,000, depending on experience
- 26 days holiday plus 8 bank holidays and an extra 'You' day off for important occasions or just a day for you!
- £100 off your car insurance
- A fun, vibrant and busy place to work
What’s involved:
- You’ll ensure appropriate recruitment pipeline and onboarding process is in place so that colleague headcount budget is attained.
- You’ll maintain relationships with our outsourced business partners ensuring that agreed staffing levels and are delivered.
- You’ll make sure that productivity, quality and complaint resolution targets are achieved in house and outsourced.
- You’ll make sure colleague engagement and wellbeing strategies are embedded, and the PA career journey delivers progression for colleagues.
- You’ll identify improvements in processes and procedures that deliver efficiencies and support the provision of excellent customer service and correct outcomes for both customer and company.
- You’ll provide SME insights into the requirements and user stories for the PA systems and workstreams.
- You’ll collaborate with the PA leadership team to ensure that the PA dept objectives are achieved.
Experience & knowledge
- You’ve previous leadership experience
- You’ve experience of collaborative stakeholder management, specifically at customer facing and senior management levels
- You’ve experience within the private motor vehicle insurance industry, ideally in both policy and claims environments.
- You’ve a detailed understanding of the insurance market, specifically with regards to counter fraud best practice.
- You’ve strong knowledge of motor insurance policy and claims principles including fraud.
- You understand the private car quote to sale journey
- You’ve knowledge of motor application fraud
- You’ve knowledge of FCA requirements
Skills & Qualifications
- You can lead a team and inspire colleagues
- You’re a great communicator, both verbal and written
- You’re analytical and you’ve got problem-solving skills with the ability to adopt a logical approach to resolving problems
- You’re confident in presenting information
- You’re organised and proactive, with the ability to prioritise key tasks and focus on delivering them
- You’re data driven! You’ve excellent ability to understand data through excel packages and present findings and recommendations articulately
- You’ve a degree or relevant experience
So what are you waiting for? Apply today!
What can we do for you?
People first. Always. We’re passionate about our colleagues and know the best people deserve an extraordinary working environment. We owe it to them so that’s what we offer. Our workplaces are energetic, inspirational, supportive. To get a taste of the advantages you’ll enjoy, take a look at all our perks in full here.
Intrigued? Our Talent team can tell you everything you need to know about what we want and what we’re offering, so feel free to get in touch.
