Overview

Job Title: Head of Operations Delivery - Telematics
Department: Telematics (Underwriting)
Reporting to: Director of Telematics
Location: Bexhill-on-Sea, London, Leicester

Welcome to Hastings Direct - we are a digital insurance provider with ambitious plans to become the best and biggest in the UK market. We have invested in our data and tech capabilities and uphold our 4Cs culture. We provide insurance for over four million customers and are excited about the opportunities ahead. We welcome applicants who are excited about joining us even if they aren’t 100% sure they tick every box.

Role purpose

To make the Telematics engine work, there are a significant number of operational elements that need to come together. Beyond products and regulatory requirements (e.g., WEEE, ICO human review mandates), the role ensures that any action requiring exception or human review is managed in line with policy. The objective is to ensure things work as they should.

Background

Telematics is growing, and this part of the TM business is critical to sustaining what we’ve built. We need senior leaders who can operate under pressure with a broad remit. The team comprises three major parts: managing the critical BA (e.g., managing our tab stock & suppliers), delivering great customer outcomes with operations, and acting as a line of defence to profitability where policy isn’t followed.

Accountabilities

• Leading a team of 15-20, creating an engaging environment and empowering high performance
• Balance of operational and value-add roles; lead through your people to achieve objectives
• Ensure the business operates smoothly and continuously improves
• Set strategy for the business and secure approvals from key stakeholders (including ExCo) as needed, aligning with near-term plans to demonstrate value creation
• Have deep operational knowledge to make informed decisions and delegate where appropriate
• Ensure compliance through direct and indirect intervention; lead the conduct committee and participate on other boards/forums to meet compliance obligations
• Ensure the team has knowledge to train and upskill across the organisation
• Identify opportunities to maximise customer experience through automation and improved interaction
• Lead third-party relationships with governance and contract negotiations
• Act as Telematics lead on claims to optimise outcomes for customers and protect against high-risk customers
• Report on operational performance (e.g., service levels) and act as the main point of contact for day-to-day operations
• Manage regulatory obligations, Telematics risk register, and breaches with timely stakeholder awareness
• Document and maintain clear processes within Telematics to reduce single points of failure
• Manage operational spend and seek cost efficiencies

Essential skills/experience

• Strong commercial awareness and understanding of what makes a successful and profitable business
• Proven experience in leading and motivating people
• Experience in governance/regulation environments and in managing/reporting within them
• Collaborative with a wide range of colleagues and excellent communication skills; ability to translate complex concepts for varied audiences
• Relentless curiosity with a drive to deliver results and seek opportunities to exceed them
• Ability to adjust priorities and manage communications with key stakeholders to achieve objectives
• Pragmatic decision-making in a rapidly changing marketplace
• Experience in managing third-party relationships

Disability Confident and Diversity

As a Disability Confident employer, Hastings Direct ensures inclusive recruitment with fair access to support and adjustments throughout the recruitment journey. We welcome applications through the Disability Confident Scheme (DCS). For more information, visit our inclusive careers page.

Benefits

Benefits: Competitive salary and £6k car allowance, plus additional benefits described below.

• Flexible working: Flexible hybrid working – discuss details with your recruiter
• Competitive bonus scheme: 4Cs annual performance bonus
• Physical wellbeing: Private medical insurance (PMI) coverage
• Financial wellbeing: Life assurance (4x salary), income protection, matched pension contributions up to 10%, plus discounts and wellbeing support
• Mental wellbeing: Thrive mental health app, 24/7 colleague assistance, in-house mental health first aiders and support groups
• Additional: 27 days annual leave + bank holidays (option to buy/sell), health care cash back plans, dental plans, Cycle to Work, tech schemes, onsite facilities, social events, and more

Join us and you’ll experience our 4Cs: right culture, right tools, right outcomes for customers, growth for the company and communities we serve.

Hastings Group is an equal opportunities employer. We welcome applications from all suitably skilled persons regardless of gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. Our recruitment process includes reference checks, which may involve credit and criminal record checks.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Management
• Industries: Insurance