Operations Manager (Simplyhealth Funding Services)

We're not just your average health company; we're aiming to revolutionise access to healthcare in the UK by offering innovative health and wellbeing solutions that are affordable, accessible, and effective. From preventive care to comprehensive medical support, we aim to empower individuals to take charge of their health, inspiring them to make the most of their wellbeing. Added to that we're the first health insurer in the UK to be awarded B-Corp status in recognition of our significant achievements in sustainability, in addition to our ambitious environmental and social responsibility goals.

We have a brand new opportunity for an Operations Manager to lead and develop our Operations team within Simplyhealth Funding Services (SFS). Reporting to the Head of SFS and leading a team of five, you'll ensure our dental practices and customers receive an exceptional, compliant, and seamless experience-from onboarding through to ongoing support.

You will oversee operational processes, drive improvements, manage complaints, and champion Consumer Duty-ensuring we consistently deliver fair outcomes and high-quality service across all touchpoints.

Key responsibilities: Customer & Dentist Relationship Management

• Lead the onboarding of new dental practices, ensuring a smooth and compliant setup.
• Act as an escalation point for complex queries from customers and dentists.
• Build strong relationships with practices, customers, and internal teams.
• Ensure SLAs, quality standards, and regulatory requirements are met.
• Support oversight activities, including incident/breach management and reporting.
• Prepare clear and insightful MI for governance committees and the Board.

Complaints & Quality Assurance

• Manage and resolve customer complaints in line with policy and regulation.
• Conduct root cause analysis and implement improvements.
• Ensure fair customer outcomes aligned with Consumer Duty.
• Monitor and uplift quality across the team.

Consumer Duty & Compliance

• Embed Consumer Duty principles across all customer interactions.
• Lead the production of Consumer Duty reporting and MI.
• Support audits, regulatory reviews, and alignment with Risk & Compliance.
• Ensure adherence to all relevant policies, processes, and controls.

Team Leadership & Performance Management

• Lead, coach and develop a team of around 5 Advisors.
• Set objectives, monitor performance and provide regular feedback.
• Foster a positive, inclusive and high-performing team culture.

Operational Management & Improvement

• Oversee resource planning, workload management, and service delivery.
• Drive continuous improvement of processes and customer experience.
• Produce performance reports on onboarding, complaints and service metrics.
• Support wider change and transformation projects within Simplyhealth.