- Senior
Our Story
Imagine being part of a team that’s not just shaping the future but actively driving it. At Davies North America, we’re at the forefront of innovation and excellence, blending cutting-edge technology with top-tier professional services. As a vital part of the global Davies Group, we help businesses navigate risk, optimize operations, and spearhead transformation in the insurance and regulated sectors.
Key Responsibilities
You are responsible for the daily support of the Service and Technical Operations Analysts, providing guidance, support, and mentorship to ensure the team's success. Your focus is to help maintain high levels of service quality, efficiency, and customer satisfaction.
You will support the teams in their Problem Management and continual improvement activities, working closely with other teams to drive continuous improvement initiatives and implement best practices.
You will carry out workforce management, managing shift patterns across all regions and ensuring smooth handoffs between the teams. Ensuring knowledge and guidance is consistent across all operations teams and acting as a contact point to help unblock and deal with challenges faced within the team.
A key responsibility of the Ops Lead is managing major incidents, ensuring timely resolution, coordinating resources, and effective communication across teams to minimize service disruption and ensure business continuity.
- Provide ongoing support and mentorship to Service and Technical Operations Analysts, ensuring the team's success through guidance.
- Ensure adherence to processes whilst continuously identifying patterns and areas for improvement for service enhancement.
- Lead and manage major incidents by coordinating response efforts, ensuring clear communication, and driving swift resolution to minimize service disruption and impact on the business.
- Promote a culture of problem-solving within the support teams with a proactive mindset.
- Support the automation–first mindset, identifying opportunities and guidance to help automate processes and reduce manual intervention.
- Manage resource and ensure the team have the skills and tools needed to be successful.
- Manage shift patterns to ensure comprehensive coverage and smooth handoffs between teams, optimizing workforce efficiency.
- Support the teams in Problem Management by providing guidance on complex issues that may require senior or strategic intervention, and act as a facilitator to their progress.
- Act as a primary contact point for addressing and resolving challenges within the team, ensuring obstacles are promptly and effectively removed.
- Ensure consistent knowledge and guidance across all operations teams, fostering a learning environment and a unified approach to service delivery.
- Act as a point of escalation for complex customer service issues.
- Maintain strong relationships with customers, working with the divisional business teams to ensure we understand and support their requirements.
Work closely with other teams and business areas to maintain and improve the service operations frameworks.
Skills, knowledge & expertise
- Experience in a customer facing role.
- Strong understanding of customer service principles and practices, with an emphasis on problem solving.
- Proven experience in leading and managing major incidents, including the ability to coordinate resources, facilitate communication and drive resolution under pressure
- Exceptional leadership and people management skills.
- Excellent communication and interpersonal skills, with the ability to engage and influence at all levels.
- Excellent conflict management skills.
- Strategic thinker with strong analytical and problem-solving skills.
- Experience of agile processes an advantage.
Benefits
Benefits
At Davies North America, we are dedicated to supporting the well-being and future of our qualifying employees. Our comprehensive benefits package includes:
- Medical, dental, and vision plans to ensure your health and that of your family.
- A 401k plan with employer matching to help you build a secure financial future.
- Our time-off policies, including Discretionary Time Off for exempt employees and Paid Time Off (PTO) package for non-exempt employees, reflect our commitment to promoting a healthy work environment.
- Paid holidays.
- Life insurance and both short-term and long-term disability plans, providing essential financial protection for you and your loved ones.
Diversity and Inclusion
Davies is dedicated to fostering a diverse and inclusive workplace that embraces a wide range of perspectives and experiences. We believe that diversity of thought is essential for innovation and creativity, and we actively promote an environment where all voices are valued and heard.
