Kota
Operations Manager (Insurance & Pensions)
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Operations Manager (Insurance & Pensions)
Benefit Operations Manager (BenOps) – Dublin or London | Hybrid (2 days on-site per week)
Location & Contract
- Location: Dublin or London (Hybrid, 2 days on-site per week)
- Type: Fixed-term contract (12 months, initially with potential for permanent conversion)
- Reports to: COO
About Kota
Kota is reimagining insurance and retirement benefits for the modern workforce. Through our two flagship products:
- Kota Platform: The first fully integrated benefits platform
- Kota Embed: Our embedded insurance solution
We make benefits more accessible, valued, and genuinely global, serving tens of thousands of employees at diverse companies like Carwow, Tines, Zoe, and Remote.
Founded in 2022, we've raised over €20M from distinguished investors, including EQT Ventures, Eurazeo, Northzone, and Frontline, alongside industry experts from Workday, Remote, Personio, and OpenAI.
About the Role
Benefit Operations (BenOps) is the largest operational team at Kota, bridging customer experience, provider relationships, and product delivery to ensure all promises are fulfilled. As a management role, you will lead a team of four while balancing strategy, team dynamics, and hands-on execution.
Key Responsibilities
Your time splits roughly equally:
Strategy & Improvement (50%)
- Redesign BenOps workflows
- Identify automation opportunities, especially leveraging AI tools
- Collaborate with product and engineering teams to deliver best-in-class processes
- Lead business-critical projects (e.g., process rebuilds, integrations, compliance)
- Influence long-term team function with leadership exposure
Team Management (25%)
- Lead, develop, and mentor a team of four specialists
- Distribute workload effectively
- Crisis averted: Handle incidents before they escalate
- Ensure high output quality and problem resolution
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Day-To-Day Execution (25%)
- First line investigation for escalations:
- Espired customer queries (e.g., missed claims)
- Provider errors
- System failures
- Own error/issue breakdown and root causes to prevent recurrence
- Support first-line care for policy-related queries
Core Responsibilities
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Team Leadership: Distribute workload, manage capacity during peak workload, and support team development. Accountable for output quality.
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Error & Issue Management: Frontline resolution for breaches—customer escalations, provider failures, or bugs and ensure robustness against recurrence.
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Process Improvement: Audit workflows, identify flaws, automate and systemise solutions with product/engineering. Use AI-first for efficiency gains.
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New Business Admin: Onboard employer schemes by facilitating multi-party interactions (split between company, employee, and insurers).
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Policy Alignment: Publish policy joins, cancellations,/mods/dependents by upgrading dedicated tools in concert with insurers.
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Support Operations: 1st-tier support via Intercom, Slack, Asana working on commercial queries—customers face problems as yours until resolved residually.
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Stakeholder Collaboration: Partner with integrations, sales, operations, Customer Success for unified new product rollouts and provider onboarding.
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Strategic Initiatives: Drive data-driven growth initiatives—process re-engineering, vendor partnerships, compliance vaccination.
Requirements
Essential Criteria
- Qualification: Minimum APA certification (Pensions, Healthcare, Life) with QFA advancement preferred.
- ** Erfahrung:**
- Managed an operations or support team—understood parcel management under pressure.
- Experience ended as a benefit processor-backed dealer, interpreter, or new-age fintech, in fields like brokering, legislation, or retired focus areas that drive complex workflows.
- Operational Mastery: Held multiple concentration thanks at once and enhanced processes without departing quality.
- Customer-Centric: Fluent in fixing queries direct-to-customers, turning service mentality.
- AI Propensity: Adopted as excited AI tools features and potential—tech curiosity without front-end coding requirements.
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Desired Traits
- Fast Growth: Thrived in dynamic start-ups leveraging stress to improve processes promptly.
- Hybrid Capacity: Practical at balancing management goals while rolling sleeves up when critical.
- Growth Stage Appeal: Seeks high-stake exposure operating in a growing fintech leader.
- Troubleshooting Skills: Acquainted with ambiguity, seeing gaps as challenges rather than roadblocks.
Why It’s a Strong Cultural Fit
- Rebuilt processes at pace in fast-moving environments?
- Manager pragmatic enough to get hands dirty when needed?
- Want COO-level visibility while shaping a critical function?
- Embedding 12-month commitment into rewarding, permanent next steps sound good?
Kota’s Values
- Have Integrity – Honesty anchors decisions despite pace.
- Care Deeply – Small details deliver shake-your-head experiences.
- Own Your Ship – Unassumingly take accountability and plan brunch no tangent.
- Raise the Bar – “Good enough” never past highlights; never adapt to mediocrity.
- Play to Win – Every action masks rebellion against the normal—insightful, audacious operational steps.
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