Head of Operations Delivery - Telematics

Dyddiad hysbysebu:	06 Hydref 2025
Oriau:	Llawn Amser
Dyddiad cau:	13 Hydref 2025
Lleoliad:	EC4N 6HL
Cwmni:	Hastings Direct
Math o swydd:	Parhaol
Cyfeirnod swydd:	60012386_1759783596

Crynodeb

Welcome to Hastings Direct - From our Group HR Director Pam Angel

We're a digital insurance provider with ambitious plans to become the best and biggest in the UK market. We've made huge investments in our data and tech capabilities over the past few years, along with nurturing our 4Cs culture. We're proud of the journey we're on as a company and know that our continued success will rely on the contribution of our talented colleagues.



We provide insurance for over four million customers, but we know there's even bigger opportunity out there. The fact you're now reading this job advert means we've tempted you to find out more about #lifeatHD - we really hope you like what you see, and you'll join us to share in the success of the exciting chapter that lies ahead.



We understand some people may not apply for jobs unless they feel they tick every box. If you're excited about joining us and think you have some of what we're looking for, even if you're not 100% sure we would love to hear from you.



Job Title Head of Operations Delivery - Telematics

Department Telematics (Underwriting)

Reporting to Director of Telematics

Location Bexhill-on-Sea, London, Leicester



Role purpose

To make the Telematics engine work, there are a significant number of operational elements that need to come together. Most insurance companies aren't thinking about sending physical products, WEEE regulations or managing the ICO's human review mandate on a large scale. Beyond these activities is making sure any action that involves exception or human review, is managed in-line with our policy (this is particularly key to the TM operating model). The objective of this role is to make sure things just work as they should - and that's no easy task.



Background

Telematics is growing and it's clear this part of the TM business is critical to sustaining what we've built and could limit our growth if we don't have the right structure in place. We need a layer of more senior leaders in this area and someone that works well under pressure with a big remit to lead it. The team is set out in 3 major parts; managing the critical BA (e.g. manging our tab stock & suppliers), working with the operational to deliver great customer outcomes and acting as a line of defence to our profitability where our policy isn't followed.



Accountabilities

• Leading a team of 15-20, empowering them to produce great results and making the environment an engaging and interesting place to be
  
• There's a split of operational roles and value add roles and you'll need to lead through your people to achieve your objectives
  
• The Main Goal: Make sure our business is operating smoothly and make it better
  
• You'll be setting the strategy for your business and talking through with key stakeholders (inc. ExCo) to gain approvals as needed - flexing that against near terms plans to deliver and demonstrate value creation
  
• You'll need to be deep enough in the understanding of the operation of our business to make informed decisions as well as pulling out of the detail
  
• Ensure our business is compliant through direct and indirect intervention. You'll lead our conduct committee which is out main governance forum - as well as sit on other boards and forums to make sure our compliance obligations are being met.
  
• Accountable for ensuring the operation have the knowledge they need to train and upskill those through the organisation
  
• Look at ways we can maximise customer experience by automating part of the journey and shaping the way the customer interacts with us
  
• Lead on our third-party relationships to ensure we have the appropriate level of governance in place and we're achieving our aligned objectives, acting as a good partner (and in turn our partners are delivering on their commitments) and managing and supporting contract negotiations
  
• Acting as the Telematics lead on claims - with a focus on reviewing claims so we consider ways we can optimize all aspects of what we do to ensure we get the right outcomes for customers and protect ourselves against high-risk customers
  
• Reporting on operational performance (e.g., service levels) and acting as the key point of contact for all day-to-day operations
  
• Ensuring our all-regulatory obligations are met (inc. new initiatives) management of the Telematics risk register and breaches as well managed quickly and effectively with key stakeholders aware of current statuses
  
• Responsible for ensuring clear and documented processes within Telematics to reduce single points of failure
  
• Responsible for ensuring our operational spend is on target whilst also looking for new cost efficiencies

Essential skills/experience:

• Strong commercial awareness and an understanding of what makes a successful and profitable business
  
• Evidence in leading and motivating people
  
• Working in an environment where there are governance or regulation and some experience in managing and reporting in these environments
  
• Ability to work collaboratively with wide range of colleagues and excellent communication skills; the ability to grasp complicated concepts and translate them to meet the needs of a wide range of audiences
  
• Demonstrates relentless curiosity and drives themselves and their teams to deliver results whilst finding opportunities to exceed them
  
• The ability (when required) to adjust priorities and workloads and manage the associated communication to key stakeholders to achieve our business objectives
  
• The ability to make pragmatic choices/decisions to facilitate to ensure we are succeeding in a rapidly changing marketplace
  
• Some Experience of managing third party relationships

As a Disability Confident employer, we're committed to ensuring our recruitment processes are fully inclusive - what this means to you is if you're applying for a job with us, you'll have fair access to support and adjustments throughout your recruitment journey. We also welcome applications through the Disability Confident Scheme (DCS).For more information on the DCS, please visit our inclusive business page on our career's website



Benefits: in addition to a competitive salary and £6k car allowance you will also receive…



Flexible working - we champion a flexible hybrid working approach - please speak to your recruiter to discuss in more detail



Competitive bonus scheme - all colleagues are eligible for our annual 4Cs performance bonus



Physical wellbeing - as a Band 5 colleague, Hastings pay for you to receive private medical Insurance (also known as PMI). This gives you flexibility and convenience to see a specialist or consultant and allows you to decide when and where you will be seen



Financial wellbeing - as well as providing you with 4x your salary with our life assurance cover, income protection at no extra cost, and matched pension contributions up to 10%, we are proud to provide you with an award-winning package which includes - discounts, cashback, free independent mortgage advice and free access to financial wellbeing support



Mental wellbeing programme - we have the thrive mental health app, our colleague assistance programme available 24/7, our own in-house mental health first aiders, support groups and a dedicated team to make sure we are covering your needs



There's more! - 27 days annual leave + bank holidays, with the option to buy or sell one of your weeks, access to our health care cash back plans, dental plans, discounted health assessments, Cycle to work and tech schemes, discounted and free onsite facilities, social events throughout the year and much more ….



Join us and you'll find a different way of doing things. We call it the 4Cs. We focus on getting it right for our colleagues, customers, company and community. As one of our colleagues, you'll be helping to drive our growth, so in return, we'll give you all the support, training and development you need. Our 4Cs principles are simple: we believe by creating the right culture for our colleagues and giving them the right tools to do their job, we'll deliver good outcomes for every customer, helping us to grow the company profitably and sustainably and allowing us to invest in the communities we serve.

Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. Please also note that we have a thorough referencing process, which includes credit and criminal record checks.