The history of Admiral Group (AGp), UK is one of growth, profitability, and innovation. Admiral launched in 1993 with just one brand, zero customers and 57 members of staff. It offers motor, home, van, and travel insurance as well as personal loans and car finance in the UK, and has operations in Spain, Italy, France, US, Mexico, Turkey, Canada, and India with over 6.5 million customers worldwide.

At Admiral Solutions (Branch Office of AGp), we truly believe that customers and the front-line staff are at the heart of everything we do. When you join Admiral Solutions, you join ~11000 family members worldwide with one common goal of delivering excellent Customer Experience each day, right from the first contact or interaction.

From small beginnings, from Gurgaon, Haryana, India, now with almost 10 years of experience. From 16 to ~700 employees - working with our Service, Loyalty, New business, and other key departments, we provide contact center support to our customers. We have high standards of engagement, culture and a real focus on our people, and we have been achieving accolades for many years - recent ones being #64 in the Top 100 Companies to Work, Top 75 Companies for Women to Work For and Top 25 Companies in the IT IT-BPM domain in GPTW companies list

Summary of the role :

- We are seeking an experienced Operations Manager to lead our New Business Digital function, with a focus on delivering exceptional customer experience and business value through our messaging channels.

- The successful candidate will oversee the digital management team and will be responsible for ensuring regulatory requirements are adhered to, while delivering fair outcomes to our customers.

- You are there to SUPPORT your staff in their jobs. You need to build, lead and SUPPORT a motivated, results driven team who strive to deliver exceptional and compliant service through excellent communication and strong people development.

- Creating an environment where people are empowered to take responsibility and ensuring the controls and support mechanisms are in place to enable them to do so will help you manage the risks in our business.

- We value a culture of collaboration, accountability, and innovation. As the Operations Manager, you will be expected to foster an environment of continuous improvement and learning where everyone on the team is motivated to achieve their goals and work towards a shared vision.

Key responsibilities :

- Lead the New Business Digital function, understand and deliver on strategy through agreed objectives, and drive performance within your area to achieve optimum results.

- Understanding the key issues and drivers of the department and adopting a function-based strategy to deliver its key objectives (ensuring the key people, process and technology enablers are in place)

- Oversee the New Business digital management team and support them to deliver department objectives while being accountable for ensuring regulatory requirements are adhered to, and fair outcomes are provided to our customers.

- Build, lead, and support a motivated, results-driven management team who strive to deliver exceptional and compliant service to our New Business customers through our messaging channels.

- Play a critical role in ensuring our digital strategy is understood at every level and communication is filtered effectively through the department for clarity and alignment.

- Be a key player in the set up and success of this new area and be jointly accountable for the smooth migration from webchat to web messaging.

- Report directly to the Digital department manager and have support and training from the Digital Channels Core team.

- Work closely with the Digital Channels core team, keep informed of new technology advancements and oversee the roll out of successfully tested chatbots and new messaging features, taking them from our test area to your BAU staff.

We are looking for an operations manager who is innovative and brings fresh ideas to the table. We are continuously seeking to improve and enhance our digital channels to ensure we meet and exceed customer expectations. You will have the opportunity to shape the future use of digital messaging channels across the business. We are committed to investing in new technology and tools that will help us deliver the best possible customer experience. If you would love to lead the area that will bring

technology together with people and excellent service, then we want to hear from you!

Minimum Education : Graduation / Post Graduation

Experience : 3+ years as Operations Manager

Shift Timings : UK Shift (Between 6:30 AM-12:30 AM IST)

Working Days : 5 days working in the week

Location : Flexibility to work both from home and office basis business requirements (fully vaccinated)

- WFH (Work from Home) need assurance of a noise free quite/separate room providing an ability to work without interference, continuity and maintaining complete data integrity. There is a need for an existing stable Wi-Fi connection from a reliable telecom vendor having a minimum speed of 50 MBPS and uninterrupted power supply.

- WFO (Work from Office) - we do ensure that we take adequate safety precautions and remain compliant with government prescribed rules and regulations.

Employee Benefits :

- Free Cab Services (both sides for now, can change to 8.00 PM to 8.00 AM)

- Free Meals (while working from office)

- Free Medical, Accident and Life Insurance

- Annual 750 equivalent Company Shares to every staff member.

- Opportunity to earn performance-based monthly variable amounts, as per department guidelines, and more pay-outs from time to time (subject to discretion of the department)

- Many more of employee-friendly benefits

Experience and skills required :

- Operations Manager or Deputy Operations Manager experience

- Successful track record of driving team performance and developing team managers.

- An understanding of performance and people management tools (Live Person and messaging specific training will be provided)

- Confident producing data and presenting results.

- Ability to review test results and produce ROI views of new initiatives.

- Commercial and risk awareness

- Must be flexible to work in different shifts and week offs.

- Staff attrition and absenteeism

- Staff costs (policies in force per number of staff Vs budget)

- Customer feedback: including complaints, quality measures and renewal retention.

- Productivity targets

- Quality targets

- Monitor, review the function scorecard.

- Manage morale through motivation and performance management.

- Ensure that the risk register is kept up to date.

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