Operations Manager

Who are we?

Howden is a collective – a group of talented and passionate people all around the world. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 18,000 employees spanning over 100 countries.

People join Howden for many different reasons, but they stay for the same one: our culture. It’s what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities – work / life balance, career progression, sustainability, volunteering – you’ll find like-minded people driving change at Howden.

We are seeking an Operations Manager who will be responsible for delivering operational excellence and strategy into Lark Music to support business growth through the delivery of seamless day to day operational functions and processes.

To join us means to be part of a company that values innovation, excellence, and professional growth. We offer a collaborative and an encouraging work environment where your contributions are recognised and rewarded. You'll have the opportunity to work with industry leaders, drive meaningful change, and develop your career in a forward-thinking organisation.

Please note this is a full time, permanent opportunity with a hybrid working model, attending our central London office twice per week.

Responsibilities:

• Working in partnership with the leadership team to implement the operations strategy to drive business growth and operational efficiency.

• Adopts and exploits data, technology and innovation to optimise profitable performance and improve operational excellence.

• Provide management information and technical oversight to senior managers for informed decision-making.

• Support internal and external audits to maintain our reputation for excellence.

• Liaise with central service functions (Risk, Finance, IT, HR, etc.) to enhance operational efficiency.

• Respond to client requirements to build lasting relationships.

• Develop team performance and recruitment to build a world-class team.

• Set objectives, encourage professional development, and ensure team expertise to compete in the market.

• Empower, retain, and develop team members to achieve their full potential.

• Work with Marketing, Underwriting, and IT to improve customer service and satisfaction.

• Identify and react to opportunities to enhance customer experience and operational efficiency.

• Address customer complaints and audit feedback to continually improve our services.

Requirements:

• Strong operational background from within insurance (personal lines) or similar regulated industry.

• Previous contact centre or claims operation experience.

• Managing operational delivery and change.

• Excellent problem-solving, decision-making, and adaptability skills.

• Outstanding communication, collaboration, and attention to detail.

• Entrepreneurial mentality, resilience, and proactive approach.

• Coaching and developing team leaders and members.

• Proficiency in IT (Excel, Word, broking systems).

• A-level education; professional qualifications are desirable.

Skills:

• Experience with process mapping, design thinking and workflow analysis.

• Strategic approach with an eye for business and ability to implement critical initiatives with proven track record of same.

• A track record in building and managing and credible relationships with cross functional stakeholders.

• Able to interpret and convert data into insights to inform proposals and influence operational matters to solve business challenges or opportunities.

• Strong coaching, motivation, and people development skills.

• Critical thinking and planning.

• Strong interpersonal skills and emotional intelligence.

What do we offer in return?

A career that you define. At Howden, we value diversity – there is no one Howden type. Instead, we’re looking for individuals who share the same values as us:

• Our successes have all come from someone brave enough to try something new

• We support each other in the small everyday moments and the bigger challenges

• We are determined to make a positive difference at work and beyond

Reasonable adjustments

We're committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs.  Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours* or hybrid working*.

If you're excited by this role but have some doubts about whether it’s the right fit for you, send us your application – if your profile fits the role’s criteria, we will be in touch to assist in helping to get you set up with any reasonable adjustments you may require.

*Not all positions can accommodate changes to working hours or locations. Reach out to your Recruitment Partner if you want to know more.