Operations & Digital Process Manager

Inspire and lead the Customer Service, Claims and Underwriting teams, ensuring performance management, continuous professional development, and successful team hires

Foster a culture of collaboration, accountability, and growth

Own and oversee the renewal and retention process end‑to‑end, ensuring KPIs are achieved across automated outreach, inbound renewals and lapse recovery

Drive consistent, efficient renewal handling to maximise customer retention and service outcomes

Ensure robust operational MI is in place (enhancing where required) to monitor workflows, renewal and retention performance, customer experience and other business‑critical metrics

Oversee current digital and operational processes, identifying and delivering continuous improvement initiatives, including workflow mapping and process optimisation

Utilise technology, software, automation and AI to streamline workflows, improve efficiency and enhance customer experience.

Act as the first point of escalation for operational issues, ensuring timely resolution.

Customer Experience & Telephony

· Ensure service levels are agreed and consistently achieved across new business conversion, servicing of existing accounts and retention of renewals, in line with business procedures and regulatory requirements.

· Constantly review processes and procedures to ensure efficiency and an optimal client experience, including managing complaints and escalations.

· Oversee and continuously improve the business telephony system and performance, ensuring optimal call quality, effective monitoring of advisors, and strong operational control to support service standards.

You're a proactive, detail-oriented leader with a genuine interest in how digital distribution can support business performance and customer outcomes.

Whether you're already operating in an Operations Management role or are currently a Team Leader or Team Manager looking to step into your first dedicated operational management position, you'll be passionate about leading people, improving processes, and delivering results.

Experience leading teams and managing operational performance within a customer-focused environment

Experience in an Operations Management role or a Team Leader/Team Manager position with responsibility for operational delivery, people management and performance improvement

Strong data analysis skills and the ability to leverage MI to identify trends and drive performance

Excellent IT and systems knowledge (Excel and PowerPoint essential; Open GI desirable)

The ability to identify process improvement opportunities and successfully implement change

Strong communication and stakeholder management skills, with the confidence to influence at all levels

Insurance sector experience (desirable but not essential for candidates with strong operational leadership experience)

Jensten is one of the UK’s leading insurance intermediary groups, known for putting clients and people first. Since launching in 2018, we’ve built a standout business in a crowded marketplace — combining scale, deep technical expertise and entrepreneurial spirit.

Operating through six specialist divisions — Network Broking, Regional Broking, Schemes Broking, Specialist Lines, London Market Broking and Underwriting — we deliver tailored insurance solutions directly to clients and through a network of trusted third‑party broking partners.

Thanks to strong organic growth and a strategic acquisition programme, Jensten is now a Top 10 Independent Broker, placing more than £650 million GWP into the market. We employ around 1,000 colleagues across 35 locations and support 85 entrepreneurial franchise holders nationwide.

Our purpose — “ Protecting today, empowering tomorrow ” — reflects the role we play for our clients, our communities and each other. Our people bring this to life every day through our values: Caring, Curious, Skilled and Bold .

We sit in a unique space between large consolidators and local brokers — big enough to offer capability and influence, yet agile enough to maintain the culture, autonomy and client focus of a truly independent business.

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