A BIT ABOUT FLOCK
At Flock we do insurance very differently.
Our real-time, data-driven approach means we’re able to price connected vehicle insurance and assess risk better than ever before, whilst giving fleet owners the insights they need to improve safety. We don’t just pay claims; we help our customers prevent them. We now insure hundreds of fleets in the UK, including the likes of JLR and Amazon, as well as fleets that work for DPD, Uber and Bolt.
Last year we completed our Series B funding of $38m, led by Octopus Ventures. Our goal is to become the leading insurance company for connected and autonomous vehicles, and we're building a world-class team to help us get there.
THE ROLE
Lead the scaling of Flock’s company-wide Insurance Operations and Customer Service during an exciting time of adding new carrier partnerships and expanding into new segments of the commercial motor market. The Operations Manager will work closely with Underwriting and Distribution to help Flock achieve its ambitious commercial targets.
WHAT WE THINK IS MOST EXCITING ABOUT THE ROLE:
* Take an instrumental role in the growth of a fast-scaling commercial motor MGA focused on delivering excellent customer experiences and leading market loss ratio performance.
* This role will attract an experienced insurance operations leader who is eager to deliver transformational change that unlocks scale, and supports the distribution of a unique proposition in the Commercial Motor Market.
* Join a fast-paced, pragmatic environment where leaders are empowered to develop the business without endless hurdles.
* Transform Flock’s insurance operations into an efficient multi-carrier operation with the ability to expand into new segments. Simplify and scale operations to achieve excellence across distribution, underwriting, and customer service.
* Use automation and technology to enhance our already strong customer service experience, delivering more value more efficiently to brokers and customers. Explore how to integrate AI in our processes.
* Work cohesively with Underwriting & Distribution teams to streamline trading processes and sales funnel execution to support profitable growth and the development of strong broker relationships.
* As part of the Extended Leadership Team work with the Senior Leadership Team (SLT) and Board on the performance of company-wide operations and operational risk. Work across all departments, including distribution, underwriting, finance, product, technology, people, and strategy. Hire, coach and develop your team.
WHAT YOU’LL BRING TO FLOCK:
* ESSENTIAL
* 5+ years of experience leading insurance operations and customer service at a commercial insurer, broker or MGA.
* Experience in process, capabilities, models, and control improvement across distribution, underwriting, customer service, complaints, and compliance.
* Experience in operational performance management (SLA) of company-wide operations and customer service, including reporting to the SLT and Board.
* Customer service experience including 1st line support, channel management, ticket management, 2nd line support management, MTAs, and referrals.
* Deep understanding of policy administration and CRM systems, with a history of commissioning system improvements to enhance process simplification and efficiency.
* Experience in complaints management.
* Strong commercial mindset: you are able to align yourself quickly with the trading objectives of the company.
* Broking experience: Must have experience in environments where insurance is distributed via brokers.
* Action-orientated: you are able to get things done fast, and you are progress focused.
* Strong outcome orientation: you are constantly focused on moving the metrics you own, and you simplify everything in order to achieve so.
* Strong customer focus.
* Team leadership experience: including recruitment, team development and performance management.
* PREFERABLE
* Prior experience working as an underwriter/underwriting assistant.
* Experience implementing automation or AI to simplify processes and save time.
* Knowledge of operational resilience/continuity and risk management, including third-party risk management and regulatory compliance.
* Prior experience in commercial motor.
* Dip CII or working towards ACII.
* Prior experience with CRM systems.
* Prior exposure to telematics insurance.
WHAT WE OFFER (in addition to a competitive salary)
• Participation in Flock’s Share Option Scheme.
• 25 days of holiday (+ Bank Holidays).
• Workplace Pension.
• Private Medical Insurance (including Optical, Dental & Mental Health).
• Various Salary Sacrifice Schemes - Workplace Nursery, Holiday Purchase, Tech, Gym, Cycle to Work, Electric Vehicle, Private Medical Insurance for families.
• Enhanced Parental Leave and Pay.
• £1000 toward relevant professional qualifications.
• £500 per annum towards learning and development.
• 3 days paid leave for L&D purposes.
At Flock, we typically follow a hybrid working model involving a minimum of 2 days per week spent in the office, which is based in Central London, a few minutes walk from Moorgate and Liverpool Street.
ONE LAST THING..
Authenticity is important to us. We value the unique qualities and experiences you bring. So if you apply, just be your genuine self. It's who we want!
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