<iframe src="https://www.googletagmanager.com/ns.html?id=GTM-PK9D66" height="0" width="0" style="display:none;visibility:hidden" title="gtm-frame"></iframe>Head of Operations | Careers at Agria Pet Insurance
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Head of Operations

Competitive

Hybrid

Permanent

About Agria

Agria Pet Insurance is one of the UK's leading specialist pet insurance providers. We only provide insurance for animals, so truly understand and care about our customers and their beloved pets - especially as most of our team are pet parents, and we're all animal-lovers. Our passion for pets means that we are trusted by the Kennel Club and many other significant affinity partners to provide lifetime pet insurance in their names. 
 
Working closely with animal welfare organisations, vets and breeders, gives us deep insight on what's best for pets. And we give back too - including supporting hundreds of animal rescues, protecting for over 80,000 rescued animals, and through donations of over £2m to animal charities. 
 
We are a strong, growing business with a supportive ethos and family feel. We became one of the UK’s Best Workplaces™ in 2020, were awarded Most Trusted Pet Insurer in 2021, we have topped the Which? Best Buy Table for dog and cat insurance and are proud to be the only carbon positive pet insurer in the UK.

About the role

The Head of Operations is responsible for the comprehensive management of the Operations teams. This role is crucial in ensuring the seamless delivery of daily sales in alignment with established targets, optimising retention performance within the Specialist team, and overseeing the monitoring and implementation of proposition and loyalty initiatives. 

The position also entails managing inbound service level agreements across various functions, orchestrating the delivery of renewal campaigns, overseeing customer and breeder communications, and managing cancellation processes. Furthermore, the Head of Operations will oversee the Claims team to ensure that service levels are consistently met.

Main responsibilities and duties:

Operations team management

  • Lead, mentor, and develop the Operations teams to ensure high performance and professional growth.
  • Foster a positive and collaborative work environment.

Sales target delivery

  • Oversee the delivery of daily sales in accordance with sales targets.
  • Implement strategies to achieve and exceed sales goals.

Retention performance

  • Monitor and enhance retention performance within the Specialist team.
  • Develop and oversee loyalty initiatives to retain customers and improve satisfaction.

Service Level Agreements (SLAs)

  • Ensure inbound service level agreements are met across all operational functions.
  • Implement processes to monitor and improve service delivery.

Renewal campaigns

  • Plan and execute renewal campaigns to ensure high customer retention rates.
  • Analyse campaign performance and make data-driven adjustments.

Customer and breeder communication

  • Oversee communication strategies with customers and breeders.
  • Ensure all communications are timely, accurate, and align with company standards.

Cancellation management

  • Develop and implement strategies to manage and reduce cancellations.
  • Analyse cancellation data to identify trends and opportunities for improvement

Claims team oversight

Oversee the Claims teams to ensure agreed service levels are consistently achieved.

Implement best practices and continuous improvement initiatives in claims processing.

Collaboration and communication

  • Establish effective communication channels with internal stakeholders, including Marketing, Channels, and other relevant teams.
  • Present comprehensive statistics and reports to Management and Senior Leadership, providing strategic insights.

Continuous improvement

  • Promote a culture of continuous improvement, innovation, and efficiency within the operations department.
  • Implement best practices to enhance departmental performance.

Compliance and risk management

  • Ensure compliance with regulatory requirements and risk management protocols within the operations functions.
  • Mitigate risks associated with customer decisions and operational practices.

N.B: This job description is designed to outline a range of main duties and responsibilities that may be encountered.  It is not designed to be an exhaustive list of tasks and can be varied in consultation with the post holder in order to reflect major changes in the job role or within the organisation.

Qualifications, skills & experience:

  • Proven experience in operations management, preferably within a similar industry. 
  • Strong leadership and team management skills.
  • Excellent communication and interpersonal abilities.
  • Ability to analyse data and make informed decisions.
  • Proficiency in using operations management software and tools.
  • Strong problem-solving skills and a proactive approach to identifying and addressing challenges.

Skills and competencies

  • Leadership and team building 
  • Sales and target management
  • Customer retention strategies
  • Service Level Agreement (SLA) management
  • Campaign planning and execution
  • Effective communication
  • Data analysis and decision making
  • Problem-solving and critical thinking
  • Adaptability and flexibility
  • Strategic planning

Key Performance Indicators (KPIs):

  • Achievement of daily and monthly sales targets
  • Retention rates and customer satisfaction levels
  • SLA compliance and service delivery metrics
  • Success rates of renewal campaigns
  • Effectiveness of customer and breeder communications
  • Cancellation rates and associated trends
  • Claims processing times and accuracy
  • Demonstrate flexibility regarding working hours to meet business needs.

This comprehensive role demands a strategic and detail-oriented leader capable of driving operational excellence and achieving business objectives. The Head of Operations will play a pivotal role in the continued success and growth of the organisation.

How to apply

To apply for our Head of Operations role, please email careers@agriapet.co.uk with a copy of your CV, and a cover letter.

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Head of Operations

Competitive

Hybrid

Permanent

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If you have not heard from our careers team within two weeks, please assume on this occasion your application has been unsuccessful.


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For UK customers:
Agria Pet Insurance Ltd is authorised and regulated by the Financial Conduct Authority, Financial Services Register Number 496160. Agria Pet Insurance Ltd is registered and incorporated in England and Wales with registered number 04258783. Registered office: First Floor, Blue Leanie, Walton Street, Aylesbury, Buckinghamshire, HP21 7QW. Agria insurance policies are underwritten by Agria Försäkring who is authorised and regulated by the Prudential Regulatory Authority and Financial Conduct Authority.


For Jersey customers:
Agria Pet Insurance Ltd is regulated by the Jersey Financial Services Commission (JFSC). Ref: 0001498. Registered office: As detailed above.


For Guernsey customers:
Clegg Gifford Channel Islands Limited is licensed by the Guernsey Financial Services Commission. Ref: 2722221. Registered office: Admiral House, Place Du Commerce, St Peter Port, Guernsey GY1 2AT.

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