Contact Centre Operations Manager (Insurance, TOM, Digital)
Posted 2 weeks ago by TXP
£750 Per day
Inside
Hybrid
West Midlands, UK
Summary: We are looking for a skilled Contact Centre Operations Manager to oversee a large-scale Insurance contact centre and advance the implementation of a Target Operating Model (TOM). This role requires a blend of operational leadership and transformation management, focusing on both daily performance and strategic change. The ideal candidate will have extensive experience in managing large contact centres within the Insurance or Financial Services sectors. This is a high-impact interim position aimed at stabilizing operations and preparing for future developments.
Key Responsibilities:
- Lead a large-scale Insurance contact centre while implementing a Target Operating Model (TOM).
- Provide hands-on operational leadership and support day-to-day performance.
- Drive productivity through digital, automation, and AI initiatives.
- Manage large operational budgets exceeding £10m.
- Ensure delivery of strong customer outcomes and operational targets.
Key Skills:
- Senior Contact Centre Operations leadership within Insurance or Financial Services - ESSENTIAL.
- Experience managing large, multi-channel contact centres (250+ FTE).
- Proven delivery of Financial Services Contact Centre Target Operating Models.
- Strong track record in governance, controls, and MI frameworks.
- Experience with hybrid working models and continuous improvement.
Salary (Rate): £750 per day
City: West Midlands
Country: UK
Working Arrangements: hybrid
IR35 Status: inside IR35
Seniority Level: undetermined
Industry: Other
Detailed Description From Employer:
Contact Centre Operations Manager (Digital & Direct Operations Manager)
Duration: 6-12 months
Rate: £650-£750 per day (Inside IR35 via umbrella)
Location: West Midlands - Hybrid working options available (Candidates UK wide can be considered)
We are seeking an accomplished UK based Contact Centre Operations Manager, to lead a large-scale Insurance contact centre while progressing the next phase of a Target Operating Model (TOM).
This role combines hands-on operational leadership with TOM delivery, supporting both day-to-day performance and transformation.
Key experience required:
- Senior Contact Centre Operations leadership within Insurance or Financial Services - ESSENTIAL
- Management of large, multi-channel contact centres (250+ FTE)
- Proven delivery of Financial Services Contact Centre Target Operating Models, including:
- People strategy and org design
- Governance, controls, and MI frameworks
- Hybrid working models
- Continuous improvement and change
- Strong track record driving productivity through digital, automation, and AI
- Ownership of large operational budgets (£10m+)
- Proven delivery of strong customer outcomes and operational targets
This is a high-impact interim role, for a credible contact centre leader, who can stabilise operations and deliver a future-ready operating model.
If your profile demonstrates strong and recent experience in the above areas - please submit your application to Jackie Dean at TXP for consideration.
TXP takes great pride in representing socially responsible clients who not only prioritise diversity and inclusion but also actively combat social inequality. Together, we have the power to make a profound impact on fostering a more equitable and inclusive society. By working with us, you become part of a movement dedicated to promoting a diverse and inclusive workforce
