Operations Manager – Lead Operational Excellence at Adelphi Financial Services Are you a results-driven Operations Manager with a passion for streamlining processes and delivering exceptional outcomes? Adelphi Financial Services, home to Adelphi Insurance Brokers and our other companies within the group, is seeking a seasoned professional to lead our operational strategies and ensure smooth, efficient operations across all areas of our business.
About the Role:
As the Operations Manager , you will report directly to the Managing Director and oversee a wide range of critical functions, including CRM/IT Support, Lead Coordination, Compliance, Client Engagement, KiwiSaver, Advisor Support, Onboarding, and Accounts. Your mission is to optimise daily operations, implement lean management practices, and lead the delivery of outstanding client services.
Key Responsibilities:
Operational Leadership: Oversee daily operations, ensuring all departments—from Client Engagement to Accounts—operate efficiently and are aligned with business goals.
Process Optimisation: Implement lean management and process improvement initiatives to enhance workflow efficiency, eliminate bottlenecks, and scale operations effectively.
Customer Contact Centre: Lead the customer contact centre operations, focusing on improving outcomes and customer satisfaction by optimising performance metrics, response times, and client interactions.
Risk Management: Proactively identify operational risks and develop strategies to mitigate them, ensuring compliance with industry regulations and maintaining operational integrity.
Team Leadership: Manage cross-functional teams, fostering collaboration and delivering high-performance outcomes. Hiring, onboarding, providing training, performance reviews, and professional development opportunities.
Health and Safety Compliance: Ensure full compliance with health and safety regulations and implement regular audits and reviews.
Financial and KPI Management: Work closely with the Accounts team, Managing Director, and Accountant to manage budgets and report on KPIs related to operational efficiency, client engagement, and financial health.
What We're Looking For:
A strong leader with a proven track record in operations management within the insurance, financial services, or mortgage industries . However, a candidate with other industry solid track experience in operations management would be considered.
Proficiency in streamlining processes , lean management , and risk management .
Experience in customer contact centre operations and a deep understanding of client service delivery.
Strong expertise in managing compliance and health and safety requirements.
Excellent leadership and communication skills, with a focus on staff development and cross-departmental collaboration .
A keen problem-solver with experience driving operational efficiency and financial performance.
Proficiency in CRM systems , IT management, and operational tools to drive digital transformation and efficiency.
Why Join Us?
At Adelphi, we value innovation, efficiency, and a customer-first approach. As Operations Manager, you'll play a pivotal role in driving these values and helping us maintain operational excellence as we grow. This is a unique opportunity to shape the future of a thriving financial services business while leading a dedicated team.
Take the Next Step in Your Career
If you're an experienced Operations Manager with a passion for driving change and delivering results, we want to hear from you. Apply today and become a key part of Adelphi Financial Services' continued success.
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