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Zurich NA Contact Centre Operations Manager (Part-time, Full-time, or Job-share) in United States

Contact Centre Operations Manager (Part-time, Full-time, or Job-share)


Contact Centre Operations Manager

Hours: Part-Time, Job-Share or Full-Time

Salary: From £55k dependant on experience

Location: Swindon (hybrid working available)

Closing date for applications: 7th December 2022

We’re the #1 best place to work in the insurance industry!

We’re delighted to have been awarded a Glassdoor Employees' Choice award, recognising us in the top 20 UK’s Best Places to Work in 2022 and the only UK insurer to make the list. The Employee’s Choice award recognises employers that shine brightest according to those who know a company best – the employees.

The opportunity

Our ambition is to the best retail protection provider in the UK, providing an outstanding experience for our advisers, customers, and our people.

Having recently insourced our whole operations function, we are already seeing significant business growth, and this is a fantastic opportunity to join the team and help shape the future direction of our business.

This brand-new position will focus on transforming our contact centre into a real centre of excellence – where we deliver on our employee promise of creating an outstanding place of work for our people and market leading service for our customers.

To be successful in this role, you will have outstanding leadership experience in financial services – ideally in a contact centre or other large-scale operation.

This role is available part-time, job-share or full time. This is because we want the best people for our roles, and we recognise that sometimes those people aren’t available full-time.

What will you be doing?

Your key responsibilities will include:

  • Responsible for the leadership of over 120 FTE front and back-office specialists who deliver customer and adviser support.

  • Establish and implement a strong people plan that ensures our people are engaged, motivated, developed and empowered to consistently deliver an outstanding service

  • Support our culture of continuous improvement, constantly seeking to improve what we do and how we do it

  • Ensuring that our Customer, Colleague, and technology transformation plans are flawlessly executed

  • Own, lead and manage contact centre business KPIs including customer experience (tNPS), employee engagement (eNPS) and quality.

Who are we looking for?

Ideally you will have:

  • Proven large scale call centre leadership experience in a regulated environment

  • Strong experience of leading teams and people management including evidence of the ability to create a positive culture, engaging and motivating people.

  • A passion for delivering an outstanding customer experience, coupled with a continuous improvement mindset

  • Strong contact centre best practice knowledge, with experience of digital and people transformation programmes

  • Previous experience of working in an omni-channel contact centre environment

  • Outstanding influencing, communication, and people skills

  • Strong commercial awareness

What will you get in return?

As well as a competitive salary, we also offer an excellent lifestyle benefits package which includes:

  • Car allowance

  • 12% Non-Contributory pension scheme

  • Annual company bonuses

  • 25 days holiday plus an additional 3 volunteering days

  • Private medical cover

  • Income Protection

  • Life Cover

  • Discounted gym membership

  • Discounted gadget insurance

  • Discounted technology offers

  • Virtual GP appointments

  • Plus much more!

Who we are:

With about 55,000 employees serving customers in more than 170 countries we aspire to become the best global insurer as measured by our shareholders, customers, and employees. If you're interested in working in a dynamic and challenging environment for a company that recognises and rewards your creativity, initiatives, and contributions - then Zurich could be just the place for you. The success of our business is built on the contributions of our highly talented employees - people who work every day to position us at the forefront of the insurance industry. We therefore look to hire great people and we encourage those people to give their best.

You’ll feel the support of being part of a strong and stable company. A long-standing player in the insurance industry, we make every effort to address the career development needs and plans of our employees to ensure their success in the future.

Our Culture:

At Zurich we are proud of our culture. We are passionate about Diversity and Inclusion. We want you to bring your whole self to work we have a diverse mix of customers, and we want our employee base to reflect that.

Our diversity and inclusion initiatives are creating an environment where everyone feels welcome regardless of protected characteristics.

With the above in mind, we accept applications from everyone regardless of your background, beliefs, or culture however we especially welcome applications from women, people from ethnic minorities, people with a disability and people who are LGBT+ as these groups are currently under-represented in our organisation.

We are committed to continuous improvement, and we offer access to a comprehensive range of training and development opportunities. Zurich is passionate about supporting employees to help others by getting involved in volunteering, charitable and community activity through the Zurich Community Trust.

We have won numerous awards for our work on Diversity and Inclusion. We are also proud to be nominated for the 2020 Insurance Times award for Diversity and Inclusion. You can read about our awards on our website.

So make a difference. Be challenged. Be inspired. Be supported, Love what you do. Work for us. #LI-Hybrid

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