Operational Excellence Lead

We’re looking for an exceptional Operational Excellence Lead to head our broking operations function and drive commercial performance, operational efficiency, and client service delivery across our Retail division.

Reporting directly to the Group Operations Director, you will be at the heart of our drive to optimise people and technology to deliver excellence in customer service in the most efficient ways possible.

You will lead a multidisciplinary team — responsible for Regional Operations Managers and Quality Assurance — ensuring a consistent, data driven, and performance focused approach across our broking operations.

This role is remote, with travel required across our regional offices

What You’ll Be Doing:

• Leading the operational excellence strategy to uplift commercial performance, EBITDA margin, and operational efficiency.

• Championing customer service delivery and outcomes, tracked through metrics and KPIs.

• Driving data‑led decision making, ensuring insight, KPIs and reporting inform business actions.

• Overseeing the Quality Assurance function to ensure consistent, compliant trading behaviours.

• Delivering continuous improvement across trading processes, including through use of AI and automation to create a step-change in our growth capability.

• Partnering with senior stakeholders across Retail Broking, Operations, Compliance, L&D and Integration to ensure the best possible outcomes for our clients

• Providing leadership, coaching and development to a remote team.

What We’re Looking For:

As our Operational Excellence Lead, you’re a supportive but focused people manager who knows how to get the best from your team. You have a clear vision for what operational excellence means to our trading teams, and use data and insight to guide decisions, solve problems and improve trading processes. You’re comfortable working with colleagues at all levels in the organisation, offering clear direction and helping your team stay accountable. Above all, you care about making practical improvements that strengthen performance and support the business.

You’ll ideally have:

• Demonstrable experience of driving process and customer service improvements in a broking or trading‑focused insurance environment.

• Strong people leadership skills, with experience managing remote teams.

• Proven ability to influence stakeholders at all levels, including senior leaders.

• Strong operational and change management awareness and the ability to measure the benefits of improvements.

• Experience using Acturis (nice to have).

Rewards & Benefits:

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

• Competitive salary with an annual pay review and bonus scheme

• 27 days annual leave (includes a day off for your birthday and another for a religious holiday of your choice) plus 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 Jensten Group

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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