Senior Personal Lines Operations Manager
Role Purpose
A senior leadership role responsible for the effective management, performance, governance, and ongoing development of the Personal Lines function. The postholder will lead a large team, ensuring operational excellence, regulatory compliance, customer satisfaction, and delivery of commercial objectives.
Working closely with senior management, the role will contribute to strategy, process optimisation, and profitability while embedding a strong culture of quality, accountability, and continuous improvement.
Key Responsibilities
Leadership & People Management
1. Lead, inspire, and manage a multi-layered Personal Lines team through direct and indirect reports.
2. Create a high-performance culture with clear expectations, strong communication, and visible leadership.
3. Oversee recruitment, onboarding, succession planning, and workforce planning.
4. Ensure structured training, coaching, and competence development for all team members.
5. Manage performance through KPIs, quality metrics, and regular review frameworks.
6. Address employee relations matters in line with company policy.
Training & Competency
7. Maintain robust adherence to Minimum Competency Code requirements.
8. Ensure all colleagues achieve and maintain required qualifications and CPD.
9. Identify skills gaps and implement development pathways for new and existing employees.
10. Support future leaders through mentoring and progression planning.
Compliance & Governance
11. Ensure all activity operates within regulatory and internal compliance frameworks.
12. Maintain oversight of time-bound customer communications, documentation standards, and audit readiness.
13. Work closely with compliance and risk functions to implement controls and remedial actions.
14. Embed a culture where governance and customer fairness are central to operations.
Operational Excellence
15. Drive service standards across renewals, mid-term adjustments, and new business.
16. Monitor productivity, workflow, and resource allocation.
17. Lead initiatives to improve efficiency, reduce error rates, and enhance customer outcomes.
18. Use MI and reporting to inform decisions and prioritisation.
Commercial & Strategic Contribution
19. Partner with senior leadership on budgeting, profitability, and growth initiatives.
20. Contribute to business planning and transformation projects.
21. Support implementation of new systems, products, or distribution strategies.
22. Balance customer, regulatory, and financial outcomes in decision making.
Experience & Qualifications
23. Significant senior leadership experience within Personal Lines insurance.
24. Proven track record managing large teams and delivering operational results.
25. Strong understanding of regulatory environments and competency frameworks.
26. Demonstrated ability to lead change and process improvement.
27. CIP (Certified Insurance Practitioner) qualification essential; progress toward higher qualifications advantageous.
Key Skills & Attributes
28. Credible, visible leader with strong people management capability.
29. Excellent organisational and risk awareness skills.
30. Data-driven decision maker.
31. Strong stakeholder management and communication ability.
32. Customer-centric mindset with commercial awareness.
33. Resilient, adaptable, and solutions focused.
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