Insurance Operations Change Lead

Want to do the best work of your life? With 24 million customers in 6 countries, make your mark at Europe’s leading media and entertainment brand. A workplace where you can proudly be yourself; our people make Sky a truly exciting and inclusive place to work.

What you’ll do

• Manage and develop a small team to deliver against the function's strategic objectives
• Work closely with our Insurance and Tech operational leads to drive change as well as work with the wider business to deliver strategic initiatives
• Own and develop the strategic roadmap for all operational change required to meet our  objectives
• Work closely with Product & Delivery teams and lead the planning and integration of all Operational activity of new products, services and/or features.
• Work with our key suppliers and underwriters to drive efficiencies across the operation as well as maintaining service delivery standards
• Champion change and develop business case justification for projects and initiatives which support business, operational, and/or regulatory priorities with measurable benefits/ROI
• Incident management to minimise impact to the operation and customers
• MI reporting on Operational performance and insights and identify areas of opportunity
• Oversight of complaints, process and continuous improvement
• Responsible for ensuring standard operating procedures are created, maintained and optimised as the operation expands
• Work with the wider operational leadership team to maintain a culture of continuous improvement (process, tooling, people) across the function

What you'll bring:

Skills

• Must have experience in working within UK insurance industry
• Experience of project/change management and leading operational delivery teams, in a professional fast paced environment and against a background of a scaling operation and competing priorities
• Solution design and process mapping – joining up processes across multiple services and operational teams
• Strong interpersonal and communication skills and ability to establish and maintain effective working relationships at all levels
• Leadership and understanding of how to create a high-performance team
• Proven supplier management skills
• Producing quality documentation and document control management
• Well organised and attention to detail
• Experience with UK Financial Services regulation and compliance
• Experience with developing cost benefit analysis and other financial reporting
• Ability to develop a culture of inclusivity, coaching, mentoring enabling staff to develop and fulfil their potential and contribute fully to the success of the organisation.

Knowledge

• Strong understanding of key personal lines insurance processes with a focus on insurance sales, administration, claims and distribution.
• Good understanding of FCA, consumer duty and DPA regulatory requirements
• Understanding of operational performance metrics and value drivers
• Understanding of retail distribution, logistics and technical support advantageous
• Good understanding of IOT and Connected Home advantageous

Some travel will be required within the UK to our partners sites

The Rewards:

There's a reason people can't stop talking about #LifeAtSky. Our great range of rewards really are something special, here are just a few:

• Sky Q, for the TV you love all in one place
• A generous pension package
• Private healthcare
• Discounted mobile and broadband
• Access a wide range of exclusive Sky VIP rewards and experiences

How you'll work:

We know the world has changed, and we want to offer our employees the chance to collaborate at our unique office spaces, whilst enjoying the convenience of working from home.

We've adopted a hybrid working approach to give more flexibility on where and how we work. You'll find out more about what this means for this role during the recruitment process.

Your office base:

Osterley:

Our Osterley Campus is a 10-minute walk from Syon Lane train station. Or you can hop on one of our free shuttle buses that run to and from Osterley, Gunnersbury, Ealing Broadway and South Ealing tube stations. There’s also plenty of bike shelters and showers.

On campus, you’ll find 13 subsidised restaurants, cafes, and a Waitrose. You can keep in shape at our subsidised gym, catch the latest shows and movies at our cinema, get your car washed and even

get pampered at our beauty salon.

At Sky we don’t just look at your CV. We’re more focused on who you are and your potential. We also know that everyone has a life outside work, so we’re happy to discuss flexible working.

We are a Disability Confident Accredited Employer, and welcome and encourage applications from all candidates. We will look to ensure a fair and consistent experience for all and will make reasonable adjustments to support you where appropriate. Please flag any adjustments you need to your recruiter as early as you can.

Apply now to build an amazing career and be part of a brilliant team. We can’t wait to hear from you.

To find out more about working with us, search #LifeAtSky on social media. A job you love to talk about.

Just so you know: if your application is successful, we’ll ask you to complete a criminal record check. And depending on the role you have applied for and the nature of any convictions you may have, we might have to withdraw the offer.