Operational Excellence Manager

Jensten are looking for a proactive and analytical Operational Excellence Manager to help drive operational performance, service excellence and continuous improvement across our Retail division.

Reporting to the Operational Excellence Lead, you'll use data, insight and structured problem-solving to identify improvement opportunities, enhance customer outcomes and support the delivery of key business priorities.

This role is ideal for someone with an insurance broking background who enjoys improving processes, influencing positive change and helping teams perform at their best. Whether you've worked in broking, trading, client service or branch leadership, this is an opportunity to apply your industry knowledge in a role focused on operational excellence and business improvement.

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

What You'll Be Doing:

• Analysing operational and service performance data to identify trends, risks and opportunities for improvement.

• Developing meaningful reporting insights that support effective business decision-making.

• Leading and supporting improvement initiatives that simplify processes, improve efficiency and enhance customer outcomes.

• Working with operational leaders to understand challenges and identify practical solutions that deliver measurable results.

• Monitoring customer service performance, complaints, customer feedback and quality assurance outcomes to identify improvement opportunities.

• Supporting business change programmes by helping to design, test, implement and embed new processes, controls and ways of working.

• Building strong relationships with operational teams, business leaders and central functions to drive collaboration and continuous improvement.

• Championing the use of technology, automation and best practice to improve operational performance and service delivery.

About You:

As our Operational Excellence Manager, you're naturally curious, commercially aware and motivated by making things better. You may already work in operational excellence, or you might have built your career within insurance broking and be looking for a new challenge. Either way, you'll understand how great customer outcomes, operational efficiency and business performance work hand in hand.

Most importantly, you'll be passionate about improving the experience of both customers and colleagues while helping the business achieve its goals.

You'll also have:

· Experience within an insurance broking environment (Insurer backgrounds may be considered)

• Strong analytical and problem-solving skills, with the ability to use data and insight to support decision-making.

• The confidence to engage and influence stakeholders across different levels of the business.

• Excellent communication skills and the ability to build credibility and trusted relationships.

• An organised and proactive approach, with the ability to manage multiple priorities and deliver outcomes.

• 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 Us: 

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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