Top Benefits
About the role
Description
Our vision
Davies is a community of outstanding people. We welcome different perspectives, support each other’s ambitions and grow together. In a fast-changing business environment, we adapt and look ahead. We succeed because we are multi-talented: in the skills of our teams, specialisms, and sector expertise. Working together, we are greater than the sum of our parts.
Our Values
We are Connected: United under one mission and believe in our collective power to make a difference; together we are greater than the sum of our parts.
We are Dynamic: We adapt with the environment, striving for what is next. Relentlessly seeking more for our business, clients, colleagues, and communities.
We are Innovative: We are solution focused with an entrepreneurial mindset, empowered to discover new paths.
We Succeed Together: We support each other to grow and value different perspectives, ideas, and experiences - making an impact on our communities.
The Role
You are responsible for the daily support of the Service and Technical Operations Analysts, providing guidance, support, and mentorship to ensure the team's success. Your focus is to help maintain high levels of service quality, efficiency, and customer satisfaction.
You will support the teams in their Problem Management and continual improvement activities, working closely with other teams to drive continuous improvement initiatives and implement best practices.
You will carry out workforce management, managing shift patterns across all regions and ensuring smooth handoffs between the teams. Ensuring knowledge and guidance is consistent across all operations teams and acting as a contact point to help unblock and deal with challenges faced within the team.
A key responsibility of the Ops Lead is managing major incidents, ensuring timely resolution, coordinating resources, and effective communication across teams to minimize service disruption and ensure business continuity.
Your New Role
- Provide ongoing support and mentorship to Service and Technical Operations Analysts, ensuring the team's success through guidance
Ensure adherence to processes whilst continuously identifying patterns and areas for improvement for service enhancement.
- Lead and manage major incidents by coordinating response efforts, ensuring clear communication, and driving swift resolution to minimize service disruption and impact on the business.
- Promote a culture of problem-solving within the support teams with a proactive mindset.
- Support the automation–first mindset, identifying opportunities and guidance to help automate processes and reduce manual intervention.
- Manage resource and ensure the team have the skills and tools needed to be successful.
- Manage shift patterns to ensure comprehensive coverage and smooth handoffs between teams, optimizing workforce efficiency.
- Support the teams in Problem Management by providing guidance on complex issues that may require senior or strategic intervention, and act as a facilitator to their progress.
- Act as a primary contact point for addressing and resolving challenges within the team, ensuring obstacles are promptly and effectively removed.
- Ensure consistent knowledge and guidance across all operations teams, fostering a learning environment and a unified approach to service delivery.
- Act as a point of escalation for complex customer service issues.
- Maintain strong relationships with customers, working with the divisional business teams to ensure we understand and support their requirements.
- Work closely with other teams and business areas to maintain and improve the service operations frameworks.
What You'll Bring to the Role
-
Experience in a customer facing role.
-
Strong understanding of customer service principles and practices, with an emphasis on problem solving.
-
Proven experience in leading and managing major incidents, including the ability to coordinate resources, facilitate communication and drive resolution under pressure
-
Exceptional leadership and people management skills.
-
Excellent communication and interpersonal skills, with the ability to engage and influence at all levels.
-
Excellent conflict management skills.
-
Strategic thinker with strong analytical and problem-solving skills.
-
Experience of agile processes an advantage.
Soft Skills
-
Have the ability to inspire, motivate and guide a team to achieve their goals.
-
Have excellent communication and interpersonal skills.
-
Be competent in identifying, addressing, and resolving conflicts in a calm and constructive manner.
-
Be able to remain calm and level-headed under pressure retaining a sound judgement in complex situations.
-
A strong focus on customer satisfaction, recognize their needs and ensure communication to meet/or exceed these.
-
Have an excellent ability with problem solving, involving a proactive approach to foresee potential issues and address them before escalation.
-
Ability to make quick, informed decisions under pressure, balancing urgency with thoughtful risk assessment.
Benefits
Diversity and Inclusion
Davies is committed to being a diverse and inclusive workplace. We welcome candidates of all genders, gender identity and expression, neurodiversity, sexual orientation, disability, physical appearance, body size, race, age, nationality, and belief (or lack thereof).
Benefits
- Medical, Dental, Vision, etc.
- RRSP (Retirement) w/employer contribution
- Fringe Benefits
- Corporate Entertainment Benefits
- HSA (Health Care Savings Account)
- 2 x paid volunteering days
Davies Group Reward and Recognition
Davies Group embraces innovation, running an annual competition to generate new business projects. There are cash prizes for the top 100 entries and finalists are invited to present their idea to our investors. For our previous finalists, this has meant trips to San Francisco and Nashville in the United States.
About Davies
We are a specialist professional services and technology firm, working in partnership with leading insurance, highly regulated and global businesses.
We help our clients to manage risk, operate their core business processes, transform and grow. We deliver professional services and technology solutions across the risk and insurance value chain, including excellence in claims, underwriting, distribution, regulation & risk, customer experience, human capital, digital transformation & change management.
Our global team of more than 8,000 professionals operate across ten countries, including the UK & the U.S. Over the past ten years Davies has grown its annual revenues more than 20-fold, investing heavily in research & development, innovation & automation, colleague development, and client service. Today the group serves more than 1,500 insurance, financial services, public sector, and other highly regulated clients.
Top Benefits
About the role
Description
Our vision
Davies is a community of outstanding people. We welcome different perspectives, support each other’s ambitions and grow together. In a fast-changing business environment, we adapt and look ahead. We succeed because we are multi-talented: in the skills of our teams, specialisms, and sector expertise. Working together, we are greater than the sum of our parts.
Our Values
We are Connected: United under one mission and believe in our collective power to make a difference; together we are greater than the sum of our parts.
We are Dynamic: We adapt with the environment, striving for what is next. Relentlessly seeking more for our business, clients, colleagues, and communities.
We are Innovative: We are solution focused with an entrepreneurial mindset, empowered to discover new paths.
We Succeed Together: We support each other to grow and value different perspectives, ideas, and experiences - making an impact on our communities.
The Role
You are responsible for the daily support of the Service and Technical Operations Analysts, providing guidance, support, and mentorship to ensure the team's success. Your focus is to help maintain high levels of service quality, efficiency, and customer satisfaction.
You will support the teams in their Problem Management and continual improvement activities, working closely with other teams to drive continuous improvement initiatives and implement best practices.
You will carry out workforce management, managing shift patterns across all regions and ensuring smooth handoffs between the teams. Ensuring knowledge and guidance is consistent across all operations teams and acting as a contact point to help unblock and deal with challenges faced within the team.
A key responsibility of the Ops Lead is managing major incidents, ensuring timely resolution, coordinating resources, and effective communication across teams to minimize service disruption and ensure business continuity.
Your New Role
- Provide ongoing support and mentorship to Service and Technical Operations Analysts, ensuring the team's success through guidance
Ensure adherence to processes whilst continuously identifying patterns and areas for improvement for service enhancement.
- Lead and manage major incidents by coordinating response efforts, ensuring clear communication, and driving swift resolution to minimize service disruption and impact on the business.
- Promote a culture of problem-solving within the support teams with a proactive mindset.
- Support the automation–first mindset, identifying opportunities and guidance to help automate processes and reduce manual intervention.
- Manage resource and ensure the team have the skills and tools needed to be successful.
- Manage shift patterns to ensure comprehensive coverage and smooth handoffs between teams, optimizing workforce efficiency.
- Support the teams in Problem Management by providing guidance on complex issues that may require senior or strategic intervention, and act as a facilitator to their progress.
- Act as a primary contact point for addressing and resolving challenges within the team, ensuring obstacles are promptly and effectively removed.
- Ensure consistent knowledge and guidance across all operations teams, fostering a learning environment and a unified approach to service delivery.
- Act as a point of escalation for complex customer service issues.
- Maintain strong relationships with customers, working with the divisional business teams to ensure we understand and support their requirements.
- Work closely with other teams and business areas to maintain and improve the service operations frameworks.
What You'll Bring to the Role
-
Experience in a customer facing role.
-
Strong understanding of customer service principles and practices, with an emphasis on problem solving.
-
Proven experience in leading and managing major incidents, including the ability to coordinate resources, facilitate communication and drive resolution under pressure
-
Exceptional leadership and people management skills.
-
Excellent communication and interpersonal skills, with the ability to engage and influence at all levels.
-
Excellent conflict management skills.
-
Strategic thinker with strong analytical and problem-solving skills.
-
Experience of agile processes an advantage.
Soft Skills
-
Have the ability to inspire, motivate and guide a team to achieve their goals.
-
Have excellent communication and interpersonal skills.
-
Be competent in identifying, addressing, and resolving conflicts in a calm and constructive manner.
-
Be able to remain calm and level-headed under pressure retaining a sound judgement in complex situations.
-
A strong focus on customer satisfaction, recognize their needs and ensure communication to meet/or exceed these.
-
Have an excellent ability with problem solving, involving a proactive approach to foresee potential issues and address them before escalation.
-
Ability to make quick, informed decisions under pressure, balancing urgency with thoughtful risk assessment.
Benefits
Diversity and Inclusion
Davies is committed to being a diverse and inclusive workplace. We welcome candidates of all genders, gender identity and expression, neurodiversity, sexual orientation, disability, physical appearance, body size, race, age, nationality, and belief (or lack thereof).
Benefits
- Medical, Dental, Vision, etc.
- RRSP (Retirement) w/employer contribution
- Fringe Benefits
- Corporate Entertainment Benefits
- HSA (Health Care Savings Account)
- 2 x paid volunteering days
Davies Group Reward and Recognition
Davies Group embraces innovation, running an annual competition to generate new business projects. There are cash prizes for the top 100 entries and finalists are invited to present their idea to our investors. For our previous finalists, this has meant trips to San Francisco and Nashville in the United States.
About Davies
We are a specialist professional services and technology firm, working in partnership with leading insurance, highly regulated and global businesses.
We help our clients to manage risk, operate their core business processes, transform and grow. We deliver professional services and technology solutions across the risk and insurance value chain, including excellence in claims, underwriting, distribution, regulation & risk, customer experience, human capital, digital transformation & change management.
Our global team of more than 8,000 professionals operate across ten countries, including the UK & the U.S. Over the past ten years Davies has grown its annual revenues more than 20-fold, investing heavily in research & development, innovation & automation, colleague development, and client service. Today the group serves more than 1,500 insurance, financial services, public sector, and other highly regulated clients.