Service Operations Manager - Travel Insurance

About the role

Intervest, a global delivery hub in Colombo serving the Staysure Group and the Howsam Capital ecosystem, is looking for a Service Operations Manager to run a large part of its travel insurance customer service operation. Through Team Leaders, the manager ensures customers getting policy changes, medical updates, cancellations or complaints receive clear, accurate help, with focus on quality, customer outcomes and Consumer Duty.

Key responsibilities

• Own customer outcomes and Consumer Duty across products and services, price and value, consumer understanding and consumer support, and produce the evidence for Consumer Duty monitoring and board reporting.
• Ensure fair treatment of vulnerable customers, with accurate recording, tailored support and referral routes, and monitor their outcomes.
• Set the coaching standard for Team Leaders: observe coaching, build development plans, run calibration and audit coaching logs.
• Own quality, drive first contact resolution, improve CSAT and NPS, and ensure digital channels meet the same standard as calls.
• Handle complaints in line with FCA DISP rules, lead root cause analysis and monitor complaint volumes and FOS outcomes.
• Manage retention and fair-value upselling, and deliver retention and upsell measures balanced against quality and outcomes.
• Lead Team Leaders through performance reviews, handle performance, capability and conduct cases, and support recruitment, induction and wellbeing.
• Work with Workforce Management on scheduling, shrinkage and AHT, manage incidents and business continuity, and stay within budget.
• Use QA, complaints, feedback and analytics to improve service journeys and share best practice across sites.

Required profile

• Proven experience managing Team Leaders in a customer service or service-and-retention contact center, ideally at scale.
• Experience in an FCA-regulated environment with Consumer Duty, FG21/1 vulnerable customer guidance and DISP complaints handling.
• Track record of improving quality and customer outcomes while meeting service and operational targets.
• Strong people management, including performance, absence, conduct and difficult conversations.
• Clear communicator, able to present to senior stakeholders and work with partners.

Required skills

• Hands-on coaching ability and practical experience supporting vulnerable customers.
• Confident with contact center metrics (QA, FCR, CSAT/NPS, complaints, AHT, adherence, shrinkage, attrition).
• Good working knowledge of Excel/MI tools and contact center systems.
• Desirable: travel insurance experience, outsourced partner site experience, Consumer Duty outcome testing, complaints/vulnerability role, coaching qualification, speech/text analytics or Lean experience.