Operations Director

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About UsPinnacle Pet UK; fantastic opportunity for a dynamic and transformational Operations Director to build customer facing teams to support significant revenue growth whilst more than doubling operational efficiency over next 24 months. You will have excellent people skills demonstrated through a proven track record in creating and implementing process improvements for multiple teams whilst improving customer outcome and experience.

We are looking for a highly successful individual who will roll up their sleeves and operate strategically joining the management team to create the leading Pet insurance partnership business. This is a rare opportunity to directly create and build our operational infrastructure and teams to benefit the rapidly growing number of pets and pet parents we support.Job Details

Pinnacle Pet UK is cementing its position as a leading dedicated Pet partnership business. It has grown five-fold the number of Pet parents over last five years and through securing the largest Pet insurance partnership, combined with focus on current partners and own brands.

Reporting to the Chief Executive Officer and working collaboratively as a member of the Management Committee ensuring the team is aligned with the strategic business goals and delivers. This role will lead a team of operational managers through significant top line growth and is responsible for the operational delivery of the customer journey and experience and deliver our ambitious operational efficiency plans which underpin our profitability commitment.

The team size covering all aspects of customer service, complaints and quality assurance is c90 FTE and within the next 12 months will increase to c130 FTE. The leader will manage a combination of fully remote and hybrid working including integrating a large team through TUPE working on a remote basis.

This vacancy is based hybrid in London / Hertfordshire.

Key Responsibilities

• Achieve high levels of employee engagement, morale, and retention across the teams
• Create a strong culture and integrate individuals currently only supporting one brand
• Provide strong leadership, management, and communication for service teams, translating strategic goals into actionable plans, deploying resources to realise the strategic ambitions.
• Define transformation plan and execute to exceed required operational efficiency levels
• Implement robust resource planning capabilities and provide partners with transparency around resourcing and performance
• Consistently deliver the defined customer outcome and a continued focus on improving customer experience
• Own, shape and deliver of the end-to-end customer journey supporting a "digital first" approach
• Voice of customer; use broad range of customer feedback including social media, ratings sites, NPS etc to demonstrably improve customer experience and outcome
• Engage with partners on customer service performance and provide clear remedial action and deliver against these
• Improve customer communications making the experience effortless for our customers
• Ensure policies, process and procedures are defined and adhered to
• Own operational resilience and implement to ensure conformity with risk appetite and regulatory expectations

Successful Candidates Will Have

• Experience leading successful teams delivering operational results within a similar structure
• Proven track record in delivering transformation to achieve material improvements in customer service efficiency
• Ability to take a hands-on approach and focus on the detail to drive change
• Experience in outsourcing various aspects of customer operations
• Highly motivated, focused team player with strong emphasis on people: creating a team, personal development, coaching and delivery
• Strategic thinker on how to continuously improve customer outcome and experience through digitalisation and automation
• Demonstrable experience of managing and developing strong relationships with senior management team to help to grow revenue streams
• Proven experience of full P&L accountability for operational teams