Directeur des Opérations / Head of operations (COO)
L'olivier assurance auto
Lille, FRANCE
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À propos de L’olivier assurance auto

A rare and exciting opportunity has arisen to become the Head of Operations in France (Lille)!

Admiral’s French insurance brand, L’olivier - assurance auto, was launched in December 2010 and is growing at a fast pace.

L’olivier has two offices : support functions in Paris (Marketing, Pricing, Finance, Underwriting) and operations in Lille (Sales, Customer Service, Renewals, Quality, Workforce Management, Claims and Human Resources).

As of the end of February 2019, L’olivier has more than 300 staff members, with 250 in Lille and 50 in Paris. Most of the growth in the future will come from Lille and its operations.

Description du poste

Some of the following business areas might report to you : Sales, Customer Service, Renewals, Claims, Quality, Workforce Management.

Your main objectives will be :

  • Provide direction, operational, and strategic support for our business
  • Continue to build and develop a successful team that will both deliver on our growth objectives and offer best in class services to our customers
  • Work closely with our CEO (your direct manager) to share best practices and drive success for our core business
  • We believe in going the extra mile and working as a team to deliver business objectives time and time again. We are looking for a dynamic person who will be positive regarding their job and their colleagues, who knows the value of hard work and satisfaction in a job well done, and who can assist all departments in running all business analysis and support functions.

    Principle Activities / Duties :

  • Results : Define priorities, plans, and milestones for the operational departments. Take (corrective) actions to ensure KPI targets are met .
  • Employ incentives, quality assurance, and controls to guarantee that all calls are answered promptly and handled efficiently

  • Culture : Promote the Admiral culture. Keep the staff happy and drive up the Great Place to Work results. Set a shining example of being a positive, upbeat and fun role-
  • model to staff, management, customers, and those outside of the company both internally and externally

  • Coaching, development, and people management : Provide leadership, direction, and development to the operational managers and empower all staff to strive for excellence.
  • Communicate the departments’ targets and general objectives to staff on a regular basis, in conjunction with the CEO

  • Improvement and optimization : Manage large change projects, continuous process improvement, and testing of new processes.
  • Interact with departments outside of Lille (IT, Pricing, Underwriting, Marketing, Finance, etc.) to improve business results, efficiency and quality standards.

    Lead initiatives to improve communication and productivity among the departments

  • Customer focus : Make our customers happy and continue improving our NPS. Monitor feedback from our customers (internal or external) to improve our service.
  • Liaise with key internal suppliers (IT, People Services, Finance, Pricing, Underwriting, etc.) and other managers to drive up our quality KPIs

  • Strong relationship with other departments : Maintain a good working relationship with members of all departments, including Pricing, Underwriting, IT, and Marketing, to maximize the company’s collective effectiveness
  • Initially you will spend a couple months in training, during which you will understand the dynamics of the insurance business in France and the structure of L’olivier.

    You will then go through a handoff of these functions from our current COO, who is taking new responsibilities within the group.

    Description du profil

    Minimum requirements to apply :

  • A proven track record of strong and successful people management in Admiral Group
  • A proven track record of delivering excellent business results
  • Experience managing a department
  • Fluency in English and good knowledge of French language and culture
  • A strongly P&L and KPIs driven person
  • Excellent analytical and organisational skills
  • Strong leadership skills and people management
  • A willingness to dive in and roll up your sleeves
  • Team work and communication skills
  • Project management skills
  • Experience in business planning and / or KPI analysis
  • Proven ability to make strategic decisions and actionable plans
  • Ability to research information / data and implement change for the better
  • Desired qualities :

    You will be working as part of a team to build (and share in) the continued success of L’olivier brand. We are therefore looking for :

  • A strongly P&L and KPIs driven person
  • Excellent analytical and organisational skills
  • Strong leadership skills and people management
  • A willingness to dive in and roll up your sleeves
  • Team work and communication skills
  • Project management skills
  • Experience in business planning and / or KPI analysis
  • Proven ability to make strategic decisions and actionable plans
  • Ability to research information / data and implement change for the better
  • We look forward to hearing from you!

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