Job Role: Operational Excellence Lead
Location: New Milton
Hours: Monday to Friday - 35 hours per week
Knight Square Insurance is a highly respected, trusted broker specialising in providing comprehensive insurance cover for property management companies, resident management companies (RMCs) and right to manage companies (RTMCs). We offer a range of products including Directors and Officers Insurance, Buildings and Estates as well as Terrorism Insurance, Engineering Inspection and other insurance for homeowners, landlords and tenants.
Job purpose
To act as an Operational Excellence Lead in the best interests of the company. This role will primarily be responsible for driving measurable improvements in operational performance, customer outcomes, and efficiency by leading process optimisation, system enhancements, and operational delivery of governance frameworks across the broking function.
Main Responsibilities:
Process Optimisation
- Map and redesign key journeys (renewals, service, cancellations)
- Identify and remove duplication and points of failure
- Monitor service delivery processes and identify areas for improvement or innovation
- Standardise best practice across teams
Performance and Insight
- Embed and support delivery of operational KPIs
- Analyse trends (service levels, claims leakage, duplication, complaints)
- Use performance data and service metrics to make informed decisions and drive improvement
- Systems and Change
- Identify system gaps and inefficiencies
- Own and deliver enhancements / fixes
- Work with operations, compliance, Finance and external customers to drive improved processes
Project Delivery
- Lead operational and regulatory projects end-to-end
- Manage timelines, stakeholder expectations, and project outcomes
Governance and Product Oversight
- Working with Compliance Manager to ensure delivery of industry regulations, company policies, and contractual obligations
- Monitor quality measures and customer satisfaction
Innovation and Continuous Improvement
- Work to deliver continual improvement in processes across the business and with group companies
- Stay updated on industry trends and best practices to enhance client services
- Drive initiatives to improve efficiency, client satisfaction, and overall service quality
Skills and Experience:
Qualifications
• Holding/working towards one of the Chartered Insurance Institute Qualification: CIP CII/Dip CII desirable
• Educated to A-Level standard or equivalent
Technical Knowledge
• Good knowledge of general insurance Real Estate products, services, and good understanding of underlying legal principles and practices relating to risk within own role capacity
Experience
• Experience in managing a team to deliver quality client services, account management, or service operations
• Track record of leading change in client service teams or multi-disciplinary operational teams
• Experience engaging with senior stakeholders, boards, and external partners
Skills/other
• Excellent interpersonal skills, including listening, verbal and written communication skills with the ability to communicate effectively
• Ability to identify potential risks/issues and seek advice/consultation when required
• Ability to adapt to changing demands and priorities
• Good organisational skills
• Self-motivated to achieving targets planning
• Results driven mind-set
• Manages change and ambiguity
• Takes initiative for seeking opportunities
• High level of empathy and engagement to gain trust
• Highest degree of ethics and integrity in client focus
• MS Office proficiency with excellent Excel skills
• Experience of Acturis desirable
Eligibility Requirements
• Eligible to work in the UK
Who are we?
Knight Square Insurance is a highly respected, trusted broker specialising in providing comprehensive insurance cover for property management companies, resident management companies (RMCs) and right to manage companies (RTMCs). We offer a range of products including Directors and Officers Insurance, Buildings and Estates as well as Terrorism Insurance, Engineering Inspection and other insurance for homeowners, landlords and tenants.
What We Offer:
At Knight Square Insurance we believe our people deserve the best, just like our customers. That’s why we provide the tools, training, and support you need to thrive, alongside a competitive salary, great range of benefits, hybrid working following probation sign off, free parking and much more!
We're committed to creating a supportive, inclusive workplace where everyone can succeed.
Diversity and Inclusion:
At Knight Square Insurance, we’re committed to building a diverse and inclusive workforce and recruit based on merit. We welcome applications from everyone, including those interested in job share opportunities.
As an inclusive employer, we provide equal employment opportunities to all qualified candidates. If you have any accessibility requirements or need adjustments at any stage of the recruitment and selection process, please contact our team, we are happy to support you.
Ready to apply:
Click the ‘Apply’ button below to begin your application. You’ll be asked to upload your CV and answer a few short questions. As part of the process, you may also be invited to complete online verbal and numerical reasoning tests.
Please note that, due to the nature of our sector, all roles are subject to an Enhanced DBS check, as well as a bankruptcy and financial background screening.
If you meet the criteria for the role, we’ll be in touch to arrange a brief telephone interview. Shortlisted candidates will then be invited to a first-stage interview with the hiring manager and a member of our team.
Due to the high number of applications we receive, we may not be able to contact everyone individually — but we truly appreciate your interest in joining Knight Square Insurance.