First Central Services
Balcombe, Sussex
Location: Guernsey, Haywards Heath, Home Office (Remote) or Manchester Salary: £89,402 - £111,752, depending on experience Department: Customer & Operations We're 1st Central, a market-leading insurance company utilising smart data and technology at pace. Rapid growth has been based on giving our 1.4 million customers exactly what they want: great value insurance with an excellent service. And that's the same for our colleagues too; we won Insurance Employer of the Year at the British Insurance Awards 2024 and our Glassdoor score is pretty mega too! We're on the hunt for a Head of Customer and Operations Strategy (HCOS) who will be responsible for the shaping and delivery of the Customer strategy and roadmap in conjunction with the Heads of Value stream, ensuring the alignment of capabilities to the Enterprise and Pillar strategic vision and target operating model. The role supports the PIANO team in identifying and progressing new data models to support strategic leaders in unlocking future value. The role requires intrinsic understanding of each Business Area's subject matter. This will include continuously developing awareness and knowledge of our competitors and industry trends; identifying new or upgraded technologies to support the delivery of our strategic outcomes and ambitions to become market leading. Developing the pipeline of strategic change for Customer with a view to a 36-month horizon, the HCOS will bring to life strategic options considering people, process, technology (including data and automation) and/or external solutions. Where deemed appropriate the HCOS will lead strategic initiatives, produce business cases and present option appraisals. You'll own the maintenance of the Customer roadmap and will be required to facilitate the continuous iteration between the Senior Stakeholders, SMEs and Value Stream Heads. Managing a multi-skilled team the HCOS will support the creation and maintenance of the Pillar target state roadmap. The role will report to the Customer Director and operate across the COPs pillar, collaborating with the SLT and Head of Strategic Delivery to support prioritisation and transition to target state We value flexible working arrangements, so you can choose to work remotely or maybe you live within a commutable distance from one of our offices in Salford Quays, Manchester, Haywards Heath, West Sussex, or Guernsey, and want to work in the office occasionally. Core skills were looking for to succeed in the role: Strong communication skills - both in writing and verbally - ability to articulate an argument and persuade senior stakeholders with robust and comprehensive communication Exceptional leadership skills with evidence of managing teams across a range of disciplines and locations Strategic and benefits leadership - ensuring the focus is on delivery of the strategy, desired business outcomes and benefits Senior stakeholder management - ability to constructively challenge, win the respect of and negotiate effectively with senior management up to and including ExCo level Leadership - the ability to look ahead and understand/mitigate risks, and the ability to see the few key issues in a situation, problem or delivery and, working with others, cut through to the solution, with the ability to take reasoned decisions confidently and quickly Effective organisation, planning and understanding the key components of all plans Financial management - the ability to estimate and budget effectively, allowing for suitable contingency, and the ability to put together a robust and achievable business case in conjunction with Finance and business leaders Highly analytical and structured thinker able to develop pragmatic solutions to complex problems and communicate them simply Ability to engage key stakeholders and communicate complex information simply and persuasively, driving data informed decision making and action. Ability to manage multiple projects efficiently and effectively What's involved: You'll lead the design and delivery of the Customer strategy and roadmap in alignment with the Enterprise strategy You'll own and maintain the Customer roadmap of strategic outcomes and regularly engage with the business SMEs to gain an understanding of their desired outcomes You'll work with the Heads of Value Stream to progress initiatives and support prioritisation decisions You'll manage and develop the Performance Insights and Optimisation Change leads, supporting senior leaders to identify and develop data models to unlock value across the pillars of In conjunction with the Head of Operations Value Stream and the Head of Strategic Delivery, develop the transition plan to target state You'll ensure effective communication and reporting on progress against committed delivery plans and budget(s) You'll lead strategic initiatives and value proposition analysis for the highest priority outcomes, as appropriate You'll research, develop and present option appraisals for how we improve our current core capabilities and embed new capabilities You'll ensure continued optimization of core customer platforms You'll maximise opportunities arising from contract renewals, current and new suppliers, and data insight You'll maintain and develop knowledge of Claims, Fraud and Retail Business Areas You'll maintain and develop relationships with key strategic partnerships, competitors and industry thought leaders You'll create a calendar of and be a presence at Customer industry events to represent FCG You'll support decisions on the best solutions including proposed features You'll work collaboratively with the Head of Value Stream and Senior Stakeholders to proactively manage the Customer RAID ensuring effective mitigation is in place and under active management You'll fully understand and plan for the business impact of customer & operations initiatives, ensuring that all areas of the business are ready to accept the change You'll maintain and develop Customer owned platforms including Omnichannel Chatbot and SmartIVR, including proactive management of the team responsible for these activities You'll coach, mentor and facilitate the learning and development of fellow colleagues in the customer centricity mindset, and strategies, including supporting colleagues with their broader professional development You'll comply with the requirements, and act in accordance with, the Group Code of Conduct and Fitness and Propriety policies at all times You'll ensure compliance with Company Policies, Values and guidelines and other relevant standards/ regulations at all times Experience and knowledge Demonstrable record of managing multi-million-pound portfolio budgets effectively, and delivering within budgetary constraints Significant understanding of Claims, Fraud and Customer business areas Understanding of Insurance businesses, the industry, and its drivers Experience of researching new markets and identifying / quantifying opportunities Strong stakeholder management experience within a fast paced, cross-functional environment Proven understanding of Project and Programme Management techniques in different change environments (Waterfall, RAD, SCRUM etc.) Proven understanding and experience in working within SAFe or other agile frameworks Significant understanding of IT systems and how successful IT change is affected including experience of all stages of project delivery and software development lifecycle Ability to construct a realistic and achievable business case in conjunction with business leaders and Finance Experience of engaging and managing third parties Experience of working within an FCA regulated industry, ideally within Financial Services or Insurance Demonstrable experience in strategic development with a proven ability to translate complex concepts and outcomes into actionable delivery roadmaps Demonstrable experience in strategy mobilisation, initiation, planning and management Deep and extensive understanding of change delivery and management processes and the keys to successful delivery of change Experience using tools such as MS Office / MS project / SharePoint / TFS / Gemini / Atlas / ADO is desirable Skills Strong communication skills - both in writing and verbally - ability to articulate an argument and persuade senior stakeholders with robust and comprehensive communication Exceptional leadership skills with evidence of managing teams across a range of disciplines and locations Strategic and benefits leadership - ensuring the focus is on delivery of the strategy, desired business outcomes and benefits Senior stakeholder management - ability to constructively challenge, win the respect of and negotiate effectively with senior management up to and including ExCo level Leadership - the ability to look ahead and understand/mitigate risks, and the ability to see the few key issues in a situation, problem or delivery and, working with others, cut through to the solution, with the ability to take reasoned decisions confidently and quickly Effective organisation, planning and understanding the key components of all plans Financial management - the ability to estimate and budget effectively, allowing for suitable contingency, and the ability to put together a robust and achievable business case in conjunction with Finance and business leaders . click apply for full job details
Location: Guernsey, Haywards Heath, Home Office (Remote) or Manchester Salary: £89,402 - £111,752, depending on experience Department: Customer & Operations We're 1st Central, a market-leading insurance company utilising smart data and technology at pace. Rapid growth has been based on giving our 1.4 million customers exactly what they want: great value insurance with an excellent service. And that's the same for our colleagues too; we won Insurance Employer of the Year at the British Insurance Awards 2024 and our Glassdoor score is pretty mega too! We're on the hunt for a Head of Customer and Operations Strategy (HCOS) who will be responsible for the shaping and delivery of the Customer strategy and roadmap in conjunction with the Heads of Value stream, ensuring the alignment of capabilities to the Enterprise and Pillar strategic vision and target operating model. The role supports the PIANO team in identifying and progressing new data models to support strategic leaders in unlocking future value. The role requires intrinsic understanding of each Business Area's subject matter. This will include continuously developing awareness and knowledge of our competitors and industry trends; identifying new or upgraded technologies to support the delivery of our strategic outcomes and ambitions to become market leading. Developing the pipeline of strategic change for Customer with a view to a 36-month horizon, the HCOS will bring to life strategic options considering people, process, technology (including data and automation) and/or external solutions. Where deemed appropriate the HCOS will lead strategic initiatives, produce business cases and present option appraisals. You'll own the maintenance of the Customer roadmap and will be required to facilitate the continuous iteration between the Senior Stakeholders, SMEs and Value Stream Heads. Managing a multi-skilled team the HCOS will support the creation and maintenance of the Pillar target state roadmap. The role will report to the Customer Director and operate across the COPs pillar, collaborating with the SLT and Head of Strategic Delivery to support prioritisation and transition to target state We value flexible working arrangements, so you can choose to work remotely or maybe you live within a commutable distance from one of our offices in Salford Quays, Manchester, Haywards Heath, West Sussex, or Guernsey, and want to work in the office occasionally. Core skills were looking for to succeed in the role: Strong communication skills - both in writing and verbally - ability to articulate an argument and persuade senior stakeholders with robust and comprehensive communication Exceptional leadership skills with evidence of managing teams across a range of disciplines and locations Strategic and benefits leadership - ensuring the focus is on delivery of the strategy, desired business outcomes and benefits Senior stakeholder management - ability to constructively challenge, win the respect of and negotiate effectively with senior management up to and including ExCo level Leadership - the ability to look ahead and understand/mitigate risks, and the ability to see the few key issues in a situation, problem or delivery and, working with others, cut through to the solution, with the ability to take reasoned decisions confidently and quickly Effective organisation, planning and understanding the key components of all plans Financial management - the ability to estimate and budget effectively, allowing for suitable contingency, and the ability to put together a robust and achievable business case in conjunction with Finance and business leaders Highly analytical and structured thinker able to develop pragmatic solutions to complex problems and communicate them simply Ability to engage key stakeholders and communicate complex information simply and persuasively, driving data informed decision making and action. Ability to manage multiple projects efficiently and effectively What's involved: You'll lead the design and delivery of the Customer strategy and roadmap in alignment with the Enterprise strategy You'll own and maintain the Customer roadmap of strategic outcomes and regularly engage with the business SMEs to gain an understanding of their desired outcomes You'll work with the Heads of Value Stream to progress initiatives and support prioritisation decisions You'll manage and develop the Performance Insights and Optimisation Change leads, supporting senior leaders to identify and develop data models to unlock value across the pillars of In conjunction with the Head of Operations Value Stream and the Head of Strategic Delivery, develop the transition plan to target state You'll ensure effective communication and reporting on progress against committed delivery plans and budget(s) You'll lead strategic initiatives and value proposition analysis for the highest priority outcomes, as appropriate You'll research, develop and present option appraisals for how we improve our current core capabilities and embed new capabilities You'll ensure continued optimization of core customer platforms You'll maximise opportunities arising from contract renewals, current and new suppliers, and data insight You'll maintain and develop knowledge of Claims, Fraud and Retail Business Areas You'll maintain and develop relationships with key strategic partnerships, competitors and industry thought leaders You'll create a calendar of and be a presence at Customer industry events to represent FCG You'll support decisions on the best solutions including proposed features You'll work collaboratively with the Head of Value Stream and Senior Stakeholders to proactively manage the Customer RAID ensuring effective mitigation is in place and under active management You'll fully understand and plan for the business impact of customer & operations initiatives, ensuring that all areas of the business are ready to accept the change You'll maintain and develop Customer owned platforms including Omnichannel Chatbot and SmartIVR, including proactive management of the team responsible for these activities You'll coach, mentor and facilitate the learning and development of fellow colleagues in the customer centricity mindset, and strategies, including supporting colleagues with their broader professional development You'll comply with the requirements, and act in accordance with, the Group Code of Conduct and Fitness and Propriety policies at all times You'll ensure compliance with Company Policies, Values and guidelines and other relevant standards/ regulations at all times Experience and knowledge Demonstrable record of managing multi-million-pound portfolio budgets effectively, and delivering within budgetary constraints Significant understanding of Claims, Fraud and Customer business areas Understanding of Insurance businesses, the industry, and its drivers Experience of researching new markets and identifying / quantifying opportunities Strong stakeholder management experience within a fast paced, cross-functional environment Proven understanding of Project and Programme Management techniques in different change environments (Waterfall, RAD, SCRUM etc.) Proven understanding and experience in working within SAFe or other agile frameworks Significant understanding of IT systems and how successful IT change is affected including experience of all stages of project delivery and software development lifecycle Ability to construct a realistic and achievable business case in conjunction with business leaders and Finance Experience of engaging and managing third parties Experience of working within an FCA regulated industry, ideally within Financial Services or Insurance Demonstrable experience in strategic development with a proven ability to translate complex concepts and outcomes into actionable delivery roadmaps Demonstrable experience in strategy mobilisation, initiation, planning and management Deep and extensive understanding of change delivery and management processes and the keys to successful delivery of change Experience using tools such as MS Office / MS project / SharePoint / TFS / Gemini / Atlas / ADO is desirable Skills Strong communication skills - both in writing and verbally - ability to articulate an argument and persuade senior stakeholders with robust and comprehensive communication Exceptional leadership skills with evidence of managing teams across a range of disciplines and locations Strategic and benefits leadership - ensuring the focus is on delivery of the strategy, desired business outcomes and benefits Senior stakeholder management - ability to constructively challenge, win the respect of and negotiate effectively with senior management up to and including ExCo level Leadership - the ability to look ahead and understand/mitigate risks, and the ability to see the few key issues in a situation, problem or delivery and, working with others, cut through to the solution, with the ability to take reasoned decisions confidently and quickly Effective organisation, planning and understanding the key components of all plans Financial management - the ability to estimate and budget effectively, allowing for suitable contingency, and the ability to put together a robust and achievable business case in conjunction with Finance and business leaders . click apply for full job details