Front Office Global Operations Manager at Collinson

• We are entering an exciting phase of growth within our Insurance Division and are looking for a Front Office Global Operations Manager to lead our multi-channel contact centre operations across voice, digital and chatbot platforms.
• This is a senior leadership role responsible for driving performance across multiple teams and geographies, ensuring service excellence, commercial efficiency and strong stakeholder partnerships. You will lead Team Managers to deliver against KPIs and SLAs, embed a culture of accountability and continuous improvement, and act as the central link between operational teams and key internal stakeholders.

What you’ll be doing

• Own overall contract and operational performance, including SLA delivery, productivity, forecasting, resourcing and cost management
• Lead, coach and develop Team Managers to build high-performing, engaged teams
• Drive outcome-focused performance management through clear objectives, MI, 1:1s and development planning
• Oversee forecasting and capacity planning to ensure the right resources are in place to meet demand
• Partner closely with stakeholders across Compliance, Underwriting, Account Management and P&L ownership to balance service delivery with commercial outcomes
• Identify operational challenges, conduct root cause analysis and implement process improvements that enhance efficiency, quality and customer experience
• Lead change initiatives, new projects and best-practice adoption across the Front Office function
• Champion a customer-centric, data-driven and values-led leadership approach

What we’re looking for

You’ll be an experienced operational leader with a strong commercial mindset and a proven track record of managing large, complex contact centre or service operations. You’re confident using performance metrics, forecasting and MI to drive results, and you excel at developing leaders and building trusted stakeholder relationships. Experience within insurance or regulated environments is advantageous.

• Demonstrated ability to use a balanced set of performance measures to manage workloads, stakeholders and drive sustained high performance.
• Strong commercial awareness, with the ability to understand financial targets and the impact of staffing costs, waste and efficiency on overall profitability.
• Proven experience in demand forecasting and resource planning to ensure appropriate staffing levels and consistent SLA delivery.
• Ability to produce accurate monthly and quarterly operational plans using MI, forecasting and capacity data to achieve business objectives.
• Experience overseeing the implementation of new projects, process improvements or organisational changes within an operational environment.
• Effective communicator who can engage, coach and develop Team Managers and their teams through clear objectives, 1:1s and performance management routines.
• Skilled at building collaborative, trust-based relationships with key stakeholders, sharing concise insights to support fact-based decision-making.
• Strong capability in active performance monitoring, providing regular feedback and ensuring quality, compliance and regulatory standards are consistently met.
• Proven track record of developing high-performing teams through goal setting, reviews, development planning and talent progression.
• Analytical mindset with the ability to interpret management information, identify performance issues and implement data-led improvement actions.
• Experience calculating resource requirements based on actual and forecast volumes, applying continuous improvement to optimise cost and efficiency.
• Change-oriented leader who identifies end-to-end process improvements, enhances service delivery, reduces risk and continually develops both self and others.