Location: Open to any Markerstudy Broking office location – Peterborough, Portsmouth, Sunderland, Manchester, St Ives (Cambridgeshire) – Hybrid working with travel required.

Are you a motivated leader with a proven track record in the insurance broking industry? Do you possess the skills to drive a team towards excellence and innovation? If so, we want you to join our team at Markerstudy Broking as the Head of Distribution Services. This is a newly created role and will offer the sucessful candidate the opportunity to play a pivotal role in leading and driving our respective business functions to achieve our distribution objectives. Your key responsibilities will revolve around partnership and relationship management to support short, medium, and long-term goals, while ensuring a positive return on investment.

• To manage the resource capacity planning function in the delivery of service levels and consumer outcomes
• Support the delivery of online and digital enhancements across all direct and partner brands and products
• Management of incidents impacting our customers and our business, through to resolution and identifying opportunities to prevent future issues
• Lead the division in the approach to “Product Governance” ensuring we have robust controls, and a team of experts in this field
• Support the business in the delivery or propositions, identifying opportunities to maximise sales, and revenue opportunities along with working closely with the Group Marketing function on new approaches
• Shared service budget responsibility to ensure financial targets are achieved
• Support the division in the delivery of all target, and challenge business practices
• Lead on strategic and divisional projects as is needed
• Represent the business at required forums/events
• Manage key internal and external relationships

• Thorough understanding of the regulatory rules around Quality Assurance and Complaints
• Demonstrable experience of large scale and/or multi-channel contact centre operations/Broking understanding
• Proven leadership with a coaching style
• End to end project and programme delivery
• Evaluation, design, execution and measurement of key contact processes
• Strategic thinking with track record in planning and delivery beyond 6-12 months
• Delivery of change in a complex but agile methodology
• Process improvement, measurement and optimisation – Ability to understand business challenges and to think more broadly than the particular problem faced
• A strong team player who works collaboratively with others to get things done, able to build relationships and lead teams with credibility