As the world begins to travel again, we want to make sure we’re delivering an exceptional service for our customers, and we want you to be part of that journey.

• You’ll be responsible for leading, developing, implementing and maintaining the operational strategy for Cover-More Group in Europe. You’ll work to align operational activities with overall business activities and ensure resources are effectively utilised to maximise performance and customer satisfaction
• You will ensure the shared services function continues to meet the needs of the business, ensuring that a customer-focused approach is upheld, processes are efficient, productivity is optimised, regulatory requirements are adhered to and that quality standards are met
• You’ll drive a culture of customer excellence, ensuring our customers receive the highest level of care, service, and support throughout their interactions with our company to maintain our reputation for superior customer satisfaction and retention
• You’ll facilitate collaboration between the customer service department and other functional areas within the organisation to ensure a cohesive approach to customer experience management
• You’ll design and implement a comprehensive, digital-first, claims management strategy aligned with the company’s objectives and customer-centric approach leveraging both in-house and outsourced operations
• You’ll oversee the successful delivery of strategic projects, ensuring their alignment with organisational objectives
• You’ll drive transformation and innovation by exploring emerging technologies and industry best practices, implementing solutions that drive operational excellence and improve customer, client, and employee experience
• You’ll shape, develop and maintain comprehensive business continuity plans for Cover-More Europe to mitigate potential risks and ensure seamless operations during unforeseen events
• You’ll ensure that the businesses have the appropriate controls, processes, and procedures in place to identify, assess, and mitigate risks effectively and to ensure compliance with the internal, integrated controls framework
• You’ll collaborate with the broader Cover-More business to ensure the transformation strategy aligns with the overall strategic vision of the European business, and Group
• You’ll monitor and analyse the competitive landscape to develop strategies that maintain a competitive edge in the industry and compare operations with other regions across the group to identify opportunities to collaborate and streamline

• You’ll have a proven track record of strong and successful leadership in operational roles within the insurance industry, ideally with a focus on travel insurance
• You’ll have a strong understanding of regulatory compliance and risk management in the insurance sector
• You’ll have experience working within a rapidly transforming environment, including leading transformation and change programs
• You’ll have experience working in an international environment across multiple markets and across multiple languages and cultures
• You’ll have excellent interpersonal and communication skills, with the ability to effectively collaborate with cross-functional teams and external stakeholders
• You’ll have the ability to adapt quickly to a start-up pace environment and culture, as well as the ability to leverage institutional knowledge from working within a large complex organisation
• You’ll bring a strategic mindset with the ability to translate vision into actionable plans and initiatives
• You’ll have strong analytical and problem-solving skills, with a data-driven approach to decision-making