Head of Operational Excellence – Support

Travelers

Head of Operational Excellence & Support overseeing commercial performance and customer experience for an insurance technology company. Leading operational frameworks for a thriving contact centre environment.

Posted 7/11/2026full-timeNorthampton • 🇬🇧 United KingdomLeadWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in contact centre support with a focus on operational excellence, resource planning, quality assurance, and onboarding. Proven ability to lead high-performing teams while driving KPI and OKR achievements to enhance customer experience and operational effectiveness.

Highest-signal resume keywords

Contact Centre Support ExpertiseResource PlanningQuality AssuranceOnboarding And TrainingKPI And OKR Achievement

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills

LeadershipAnalytical ThinkingCommunicationStakeholder EngagementAdaptability

Industry Keywords

Operational ExcellenceCustomer ExperiencePerformance ManagementTeam DevelopmentRevenue Growth

About the role

Key responsibilities & impact

Oversee commercial performance, customer experience, and people leadership.
Steer frameworks for operational excellence, quality assurance, resource planning, and onboarding and training.
Partner with leaders across Product, Commercial, Finance, and People teams.
Drive KPI and OKR achievements to meet growth targets and improve operational effectiveness.
Provide insights and commentary to the wider Operation and leadership.
Build trust to maintain stability and drive performance against targets.

Requirements

What you’ll need

Expert in contact centre support with deep operational knowledge in at least two of the following: resource planning, quality assurance, or onboarding and training.
Proven leader with a track record of motivating and developing high-performing support teams in a contact centre environment.
Highly analytical and strategically minded.
Excellent communicator and presenter who can interact with stakeholders at all levels.
Passionate about understanding customer behaviours to drive revenue and service targets.
Adaptable, pragmatic, and able to balance competing priorities.

Benefits

Comp & perks

25 days annual leave (plus bank holidays)
Option to buy five more days of holiday with flexible benefits
Flexible parental leave with six months full pay to primary caregiver and four weeks full pay to secondary caregiver
Life event leave with extra days leave every two years for big moments
Two week paid sabbatical after five years of service, then four weeks off after ten years of service
Private medical insurance through BUPA covering any pre-existing condition
Health cash plan covering everyday medical expenses
Competitive salary based on experience and market
Potential to earn an annual bonus based on performance
Access to tools supporting personal development on a dedicated learning platform
Support for mental health with access to counselling
Pension matching up to five percent and tax-free life assurance policy options