RAC have an excellent opportunity Product Operations Manager to join our Insurance team. You will play a key role in establishing strong connections between RAC Insurance and the front-line operations internally and across multiple 3rd party partners/suppliers. You’ll be responsible for managing key relationships towards ensuring effective planning, service level delivery and strong customer outcomes for our customers. You’ll also work with our product, commercial and pricing teams to improve and optimise cost and performance across key product operations.
This role is based in Bradley Stoke and working hybrid hours of 2 days in the office and 3 days working from home.
What you will do
- Engage with 3rd party operations on behalf of RAC Insurance, owning issues, actions, and escalations, also feeding regularly into key governance forums.
- Proactively engage stakeholders to identify and deliver continuous improvement (processes, outcomes, efficiency).
- Ensure E2E product operations are documented, regularly reviewed, and maintained in line with contracts and supplier agreements and for business continuity purposes.
- Use data and insights to develop benefit cases for initiatives that improve operational performance / efficiency and/or deliver better customer and business outcomes.
- Support delivery of actions coming out of audits, second line monitoring, committees, and product reviews.
- Adopt the ‘voice of the customer’ to champion change that delivers better customer outcomes.
- React quickly and effectively to own and resolve any product or performance issues that arise.
- Monitor and assess NPS feedback and customer surveys to identify opportunities to improve the customer experience and identify any failure points.
- Influence 3rd party operations leaders to deliver performance improvement in all aspects of the customer lifecycle.
- Maintain strong awareness of key competitor product and proposition developments, market trends and upcoming regulatory priorities that may impact RAC Insurance.
- Play a key role in ensuring operational input into new product development, the product roadmap and strategy.
- Maintain, manage, and document change, issues and actions between the RAC and 3rd party suppliers and through internal governance.
What you will need
The successful candidate will have strong knowledge of the general insurance industry and knowledge of product operations across contact centre, technology, and broader customer journeys.
You will need a strong understanding of personal lines insurance products, operating models, and trading dynamics and be able to deliver at pace in a highly pressurised department.
Experience working with Insurance SaaS platforms (e.g. CDL) highly desirable.
In return, we offer:
At the RAC, our colleagues do whatever it takes to help our customers. And we believe in rewarding you in return. As well as a competitive salary, there’s also an annual bonus scheme in place. Plus, you’ll have all these extra benefits:
- FREE RAC Breakdown cover from day one
- Colleague Share Scheme – a unique opportunity to become an owner of our business and share in the future success of the RAC!
- Car salary sacrifice scheme – including offers on electric vehicles
- Hybrid working
- Group Life Assurance of up to 4 x salary
- Health and wellbeing benefits – including healthcare cash plan and private medical insurance.
We’re committed to developing a culture that is representative of the diverse communities we serve and one which is open, accessible, collaborative, and inclusive. We welcome applicants of all backgrounds and experiences.