Operations Manager

Leeds or Glasgow – Hybrid (1 day a week in the office)

Full Time, Permanent Position

Let’s be brilliant for our customers

Join us as an Operations Manager, where you'll lead high-performance teams, revolutionise operations, and lead a transformative journey, making an impactful difference every day. Unlock your potential and shape the future of customer solutions with us!

About us

At Direct Line Group, insurance is just the start. Combining decades of industry experience with talented people in every field from data, technology, customer care and auto repair, to HR, finance, and procurement, we’re a customer-obsessed market powerhouse. And we all work together to be brilliant for customers, every single day.

It always feels good, helping people when they need it most. Taking calls, helping customers with queries, finding the right insurance product for their lifestyle. Helping to keep people safe on the roadside when their vehicle breaks down. Being a reassuring presence when someone needs to make a claim. Our contact centre teams give customers all kinds of support. It can get busy, but the culture, training and friendly teams are great here.

What you’ll be doing

Reporting directly to the Head of Green Flag Customer Solutions, you'll lead and develop high performing Customer Solutions teams dedicated to exceeding customer expectations daily. You'll ensure accuracy, safety, and security in all customer interactions and you'll efficiently align resources with customer demand. Your strategic acumen will play a key role as you guide the team to make informed decisions and take ownership to drive impactful outcomes.

• Live and breathe our values and and set high standards for personal and team performance

• Demonstrate leadership through visibility, motivation, and approachability, inspiring team members to unlock their full potential and consistently strive for excellence

• Foster a culture of innovation and efficiency, urging individuals to question and improve processes in alignment with our commitment to continuous improvement

• Lead by example, providing clear direction and coaching to empower your team to set ambitious goals and achieve them

• Champion a passion for change, instilling excitement and purpose in individuals as they contribute to our transformative journey

• Cultivate diverse and collaborative relationships with various business units, actively addressing challenges and leveraging best practices for mutual success

• Exercise cost control by prioritizing sustainable and appropriate customer care, contributing to the overall effectiveness of our operations as a well-run business

• Identify, own and manage the risks involved in running our business and do the right thing for our customers

What we’re looking for

• Previous people leader experience, with the ability to set and uphold high standards

• Understanding of operations performance and strategy to drive organisational success

• Analytical skills for effectively interpreting and analysing data and management information

• Passion for change management, able to instil excitement and purpose in individuals during transformational journeys

What we offer in return

We wouldn’t be where we are today without our people and the wide variety of perspectives and life experiences they bring. That’s why we offer excellent benefits to suit your lifestyle and a flexible working model combining the best parts of home and office-working, varying with the nature of your role. Core benefits include:

• Generous 9% employer pension contribution

• Annual company bonus of up to 10%

• 25 days holiday allowance (plus the option to buy or sell up to 5 days each year)

• 50% off home, motor and pet insurance

• Free travel insurance and Green Flag breakdown cover

• Additional optional Health and Dental insurance

• Plus, many more

There’s no-one else like you. No-one with the exact same mix of strengths, quirks, skills and thoughts. That’s why you could belong here. As part of a team of brilliant individuals, in a place that empowers you to be the best you can be.

We’re proud of who we are, of what we do, and what every single one of us brings. Every person, team, Squad, Tribe and Chapter, across every business that makes our Group. And we’re happy to say we’re customer obsessed.

Join us. Help us keep innovating and putting customers at the heart of everything. To be an insurance company of the future. When we work together, we can all achieve great things. Inspiring, challenging, and supporting each other to aim higher.

Difference makes us who we are. We believe everyone should feel comfortable to bring their whole selves to work – that’s why we champion diverse voices, build workplaces that work for people, and invest in the things that matter. From senior leadership to inclusivity networks, adaptive working to inclusion training, we’ve made it our mission to give you everything you need to be authentically you. Discover more at directlinegroupcareers.com

Together, we’re one of a kind

Hours: 35 hours (Monday to Friday, 9am to 5pm - with flexibility when required due to night shift teams)

Closing Date: Friday 22 December

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