Operations & Digital Process Manager

Henry Seymour (part of the Jensten Group) has an exciting opportunity to join our well-established team in Sutton as an Operations & Digital Process Manager.

Our Henry Seymour division is a friendly, collaborative team of 20+ professionals. This role sits within our successful and growing Digital Schemes division, where you'll manage 4 direct reports and play a key role in driving operational performance, customer outcomes, and innovation.

We're looking for a hands-on leader with a strong interest in digital distribution and operational excellence. This opportunity would suit an experienced Operations Manager or an ambitious Team Leader/Team Manager who is already leading people, managing operational activities, and driving performance, and is now ready to take the next step into a broader operational management role.

You'll have the opportunity to influence business performance, lead continuous improvement initiatives, shape customer journeys, and develop high-performing teams within a growing and supportive business.

This role is offered on a hybrid basis, with 3 days in our Sutton office and 2 days working from home.

Key objectives & responsibilities will include:

Leadership & Team Development

• 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

Renewal & Retention Programme

• 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

Operational Performance, MI & Continuous Improvement

• 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.

About You:

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.

You will also have:

• 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)

Rewards & Benefits

When you join us, you can expect a supportive culture and an attractive range of rewards and benefits which include:

• 27 days annual leave (includes a day off for your birthday and another for a religious holiday of your choice) + bank holidays

• Auto enrolment into our excellent pension scheme (5% employer matched contribution)

• Flex-benefits- A range of flexible benefits to choose from, that are most important to you

• Group Life Assurance cover

• 3 months Maternity, Paternity & Adoption leave all fully paid

• Professional qualification study support relevant to your role and career

• Perks at work- amazing discounts on cinema tickets, meals out, luxury items etc.

• Holiday purchase scheme- up to 5 days annually

About Us:

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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