Jensten
Operations & Digital Process Manager
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Operations & Digital Process Manager
Operations & Digital Process Manager – Sutton (Full-Time)
About the Role
Henry Seymour, part of the Jensten Group, is seeking a talented Operations & Digital Process Manager to join their established team in Sutton. This exciting opportunity is based in their Digital Schemes division, where you’ll lead 4 direct reports and drive performance, innovation, and digital process improvements.
You’ll initially work full-time in the office, with the option for a blended office/home work arrangement after successfully completing probation.
This role is perfect for a hands-on operational leader with a passion for digital distribution, who can turn strategy into action, enhance customer outcomes, and ensure sustainable performance across operational teams.
Key Objectives & Responsibilities
Leadership & Team Development
- Inspire and lead the Customer Service, Claims, and Underwriting teams
- Oversee performance management, professional development, and successful hiring
- Foster a culture of collaboration, accountability, and growth within the team
Renewal & Retention Programme
- Own and oversee the end-to-end renewal and retention process
- Ensure KPIs are met across:
- Automated outreach
- Inbound renewals
- Lapse recovery
- Drive efficient renewal handling to maximise customer retention and service outcomes
Operational Performance, MI & Continuous Improvement
- Establish robust operational MI, enhancing reporting where needed to track:
- Workflows
- Renewal & retention performance
- Customer experience
- Other business-critical metrics
- Improve digital and operational processes through:
- Workflow mapping
- Process optimisation
- Leveraging technology, software, automation, and AI
- Act as the first point of escalation for operational issues, ensuring timely resolution
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Customer Experience & Telephony
- Ensure service levels are agreed and consistently met for:
- New business conversion
- Servicing of existing accounts
- Renewal retention
- Review and optimise processes and procedures to enhance efficiency and client experience, including:
- Managing complaints and escalations
- Oversee and continuously improve the business telephony system to ensure:
- Optimal call quality
- Effective advisor monitoring
- Strong operational control aligned with service standards
About You
You’re a proactive, detail-oriented operational leader with:
- A genuine interest in digital distribution and its impact on performance
- Relevant experience in a similar Operations Management role (essential)
- Strong data analysis skills, with the ability to derive insights from digital MI and drive performance improvements
- Excellent IT and systems knowledge, with proficiency in:
- Excel & PowerPoint (essential)
- Open GI (desirable)
- A preferably insurance sector background (desirable)
- Outstanding communication and relationship-building skills at all levels
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Rewards & Benefits
When you join Henry Seymour, you’ll enjoy:
- 27 days annual leave + bank holidays, including:
- A personal birthday day off
- A choice of religious holiday
- Auto-enrolment into a strong pension scheme (5% employer contribution)
- Flexible benefits tailored to your needs (e.g., wellness perks, travel support)
- Group Life Assurance cover
- 3 months fully paid leave for Maternity, Paternity & Adoption
- Support for professional qualifications aligned with your career growth
- Discounted perks (cinema, meals, luxury items)
- Holiday purchase scheme (up to 5 additional annual days)
About Us
Henry Seymour & Co is a market leader in insurance for the hair and beauty industry, known for supporting:
- Salons
- Clinics
- Gyms
- Spas
- Mobile and freelance therapists (under Salon Gold brand)
The business also serves the trade and construction sector through Tradesman Saver.
Jensten is one of the UK’s leading insurance intermediary groups, combining scale, expertise, and entrepreneurial spirit to deliver tailored solutions. We’ve grown from launch in 2018 to:
- £650m GWP
- 1,000+ employees
- 35 UK locations
- 85 franchised partners
Our unique offering bridges large consolidators and local brokers, providing high-level capabilities with independent agility, culture, and client focus.
Join us if you want to make an impact—where scale meets ambition, yet client and people always come first.
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