Operational Excellence Lead

Jensten

Operational Excellence Lead heading broking operations at Jensten Group. Driving performance, efficiency, and client service across Retail division.

Posted 6/9/2026full-timeRemote • 🇬🇧 United KingdomSeniorWebsite

About the role

Key responsibilities & impact

Leading the operational excellence strategy to uplift commercial performance, EBITDA margin, and operational efficiency
Championing customer service delivery and outcomes, tracked through metrics and KPIs
Driving data‑led decision making, ensuring insight, KPIs and reporting inform business actions
Overseeing the Quality Assurance function to ensure consistent, compliant trading behaviours
Delivering continuous improvement across trading processes, including through use of AI and automation to create a step-change in our growth capability
Partnering with senior stakeholders across Retail Broking, Operations, Compliance, L&D and Integration to ensure the best possible outcomes for our clients
Providing leadership, coaching and development to a remote team

Requirements

What you’ll need

Demonstrable experience of driving process and customer service improvements in a broking or trading‑focused insurance environment
Strong people leadership skills, with experience managing remote teams
Proven ability to influence stakeholders at all levels, including senior leaders
Strong operational and change management awareness and the ability to measure the benefits of improvements
Experience using Acturis (nice to have)

Benefits

Comp & perks

Competitive salary with an annual pay review and bonus scheme
27 days annual leave (includes a day off for your birthday and another for a religious holiday of your choice) plus bank holidays
Auto enrolment into our excellent pension scheme (5% employer matched contribution)
Flex-benefits- A range of flexible benefits to choose from, that are most important to you
Group Life Assurance cover
3 months Maternity, Paternity & Adoption leave all fully paid
Professional qualification study support relevant to your role and career
Perks at work- amazing discounts on cinema tickets, meals out, luxury items etc.
Holiday purchase scheme- up to 5 days annually

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

operational excellencedata-led decision makingKPI trackingquality assurancecontinuous improvementAIautomationprocess improvementchange managementcustomer service improvement

Soft Skills

leadershipcoachingdevelopmentinfluencingstakeholder managementremote team managementcommunicationcollaborationstrategic thinkingproblem solving