Here at esure, we’re no strangers to change. As one of the industry leaders in the insurance business, striving to become a world class digital insurer, we’re getting ready for more. It’s creating great new opportunities for innovative and talented industry professionals to join us at a pivotal point in our development.

It’s an opportunity you simply don’t want to miss. You can expect our investment in you to include a highly competitive package, career and development opportunities and flexible benefits built around you and your lifestyle.

esure are currently looking for a Delivery Leader to own and drive forward a mixed portfolio including change, training, customer relations and 3rd party relationships across Operations, as well as overseeing the risk management and audit framework for Operations. This role is a fixed term contract for up to 12 months.

What you'll do:

• Ownership of all 3rd party providers a relationships for Operations ensuring services are delivered in line with agreed commercial and legal arrangements
• Accountable for the delivery of improvements within Customer Relations, increasing customer satisfaction and handler right first time metrics. Be the driving force behind improving customer outcomes by establishing customer insights using available data to further improve our offering and service delivery
• Working with stakeholders, lead on delivery and management of customer complaints, adhering to all regulatory standards and timelines
• Oversee the design and delivery of all inductions and value-add training modules to improve technical capabilities across Operations customer facing teams
• Develop ways to make improvements in customer experience by putting in place changes that drive customer advocacy and behavioural role modelling
• Overseeing risk framework to identify and proactively mitigate risks which may result in customer or regulatory detriment.  Ensure positive customer outcomes by driving forward a culture of TCF utilising appropriate levels of control and governance that meet operational and regulatory risk requirements
• Build strong relationships with your immediate and external peer group on a local and national basis ensuring that communications to the business are cascaded appropriately
• Ensure there is a strong focus on improving performance by developing and inspiring your team to understand levels of excellence and the commercial environment
• Responsible for supporting others in understanding their role in the business by setting clear and measurable objectives and lead business direction by bringing the vision to life and bringing others along with you
• Accountable for translating all new business development activities from initial request for approval to BAU
• Accountable for delivering business projects from planning to delivery in support of strategic direction
• Review all business cases and change programmes to ensure appropriateness from an operational and compliance point of view in relation to legislation and regulation. Works with the business around expected projected outcomes, timescales, associated costs and ensures fully scoped out and agreed
• Working with the business to ensure they have MI that allows for proactive internal and external benchmarking and creates value by driving improvements in management information and insights 
• Act as the champion of strong business planning by providing support, guidance to the business and by influencing key business changes
• Put in place a strong system for managing and controlling change which weighs up business decisions against value creation

What we are looking for:

• Proven experience of delivering complex business portfolios / programmes / projects using internal and external suppliers in a digital environment
• Significant experience of 3rd party supplier management
• Experience of engaging with and influencing senior stakeholders up to exec level
• Extensive experience of using Agile and Lean methodologies to build and lead teams, deliver programmes, projects and products
• Experience of leading diverse delivery teams
• Proven experience in managing cross-dependencies and prioritisation
• Proven experience of managing programme budgets, delivering value for money and forecasting need
• Proven experience of driving continuous, provable improvements and efficiencies in a delivery programme
• Understanding of strategic mobilisation and benefits
• Should have proven ability in risk management in an operations function
• Strong knowledge of working within a regulated environment, in particular experience within financial services

In light of the current Covid-19 pandemic, we want to emphasise to all applicants that the safety and wellbeing of our candidates and colleagues is esure Group’s number one priority. All interviews will be conducted remotely via a video conference platform to ensure that everyone involved is adhering to the social distancing guidance.