Front Office Global Operations Manager at Hire Resolve

• A premier global provider of insurance and customer engagement solutions is seeking a Front Office Global Operations Manager to lead their multi-channel operations. This senior leadership role is critical to the group’s next phase of growth, overseeing contact center functions across voice, digital, and chatbot platforms on a global scale.
• You will be responsible for driving service excellence, commercial efficiency, and building high-performing teams across multiple geographies.

Key Responsibilities

• Operational Leadership: Own overall contract and operational performance, including SLA delivery, productivity, forecasting, and cost management.
• Team Development: Lead, coach, and mentor Team Managers to build engaged, high-performing operational units.
• Strategic Planning: Oversee forecasting and capacity planning to ensure resources meet global demand while managing staffing costs and profitability.
• Stakeholder Partnership: Act as the central link between operational teams and internal stakeholders across Compliance, Underwriting, and P&L ownership.
• Continuous Improvement: Identify operational challenges through root cause analysis and implement process improvements that enhance quality and customer experience.
• Change Management: Lead new project initiatives and best-practice adoption across the Front Office function to reduce risk and enhance service delivery.

Candidate Requirements

• Experience: Proven track record as an operational leader managing large, complex contact centers or service operations.
• Sector Expertise: Experience within insurance or high-volume regulated environments is highly advantageous.
• Commercial Acumen: Strong understanding of financial targets, resource requirements, and the impact of efficiency on overall profitability.
• Analytical Skills: Expert ability to interpret Management Information (MI) and data to drive fact-based decision-making.
• Resource Planning: Demonstrated experience in demand forecasting and capacity planning to ensure consistent SLA delivery.
• Leadership Style: A change-oriented leader who excels at building collaborative, trust-based relationships and developing talent.

Key Competencies

• Ability to produce accurate monthly and quarterly operational plans.
• Skilled in active performance monitoring and regulatory compliance.
• Excellent communicator capable of engaging teams across different geographies.
• Data-led mindset focused on identifying performance issues and implementing corrective actions.