Front Office Global Operations Manager

• Own overall contract and operational performance, including SLA delivery, productivity, forecasting, resourcing and cost management
• Lead, coach and develop Team Managers to build high-performing, engaged teams
• Drive outcome-focused performance management through clear objectives, MI, 1:1s and development planning
• Oversee forecasting and capacity planning to ensure the right resources are in place to meet demand
• Partner closely with stakeholders across Compliance, Underwriting, Account Management and P&L ownership to balance service delivery with commercial outcomes
• Identify operational challenges, conduct root cause analysis and implement process improvements that enhance efficiency, quality and customer experience
• Lead change initiatives, new projects and best-practice adoption across the Front Office function
• Champion a customer-centric, data-driven and values-led leadership approach

• Demonstrated ability to use a balanced set of performance measures to manage workloads, stakeholders and drive sustained high performance
• Strong commercial awareness, with the ability to understand financial targets and the impact of staffing costs, waste and efficiency on overall profitability
• Proven experience in demand forecasting and resource planning to ensure appropriate staffing levels and consistent SLA delivery
• Ability to produce accurate monthly and quarterly operational plans using MI, forecasting and capacity data to achieve business objectives
• Experience overseeing the implementation of new projects, process improvements or organisational changes within an operational environment
• Effective communicator who can engage, coach and develop Team Managers and their teams through clear objectives, 1:1s and performance management routines
• Skilled at building collaborative, trust-based relationships with key stakeholders, sharing concise insights to support fact-based decision-making
• Strong capability in active performance monitoring, providing regular feedback and ensuring quality, compliance and regulatory standards are consistently met
• Proven track record of developing high-performing teams through goal setting, reviews, development planning and talent progression
• Analytical mindset with the ability to interpret management information, identify performance issues and implement data-led improvement actions
• Experience calculating resource requirements based on actual and forecast volumes, applying continuous improvement to optimise cost and efficiency
• Change-oriented leader who identifies end-to-end process improvements, enhances service delivery, reduces risk and continually develops both self and others

Experience within insurance or regulated environments is advantageous