The Opportunity

Following the fantastic success of our new cat and dog insurance products in Sweden, we’re expanding our Operations team. This is a great opportunity to be a key part of our expansion and help us achieve our ambitious growth plans. This is an extremely interesting and varied role where you will oversee and manage our Swedish Customer Services and Claims teams.

Reporting to our Managing Director Sweden, this role will be a member of the Senior Leadership Team for the Swedish operation and will be expected to contribute to the strategic direction of our business.  You'll look after day-to-day operational decisions across the Swedish business and create our operating model and strategic approach for our Customer Support and Claim teams.  As our Head of Operations, you will also be part of the global Operations community, working closely with the COO (based in the UK) to ensure consistency with our global operating model.

Your Focus

• Building a world class, scalable, omni-channel customer service and claims operation. You'll create a strategy for supporting customer service and claims with an appropriate operating model.

• Actively Involved In the Swedish Senior Leadership team, contributing to the strategic direction and day to day operational decisions across the business.

• Recruiting and developing a high performing team, in line with resource plans.

• Coaching the team to deliver to operating and financial targets.

• Defining and measuring operating metrics and benchmarks to measure customer delivery, customer engagement and team performance.

• Managing our claims portfolio. Creating and analysing data to identify trends, non-compliance and provide relevant management information (MI) for review within the business to ensure informed business decisions can be made. 

• Overseeing complaints handline within the team and managing escalated cases to provide prompt and appropriate solutions.

• Monitoring trends and process concerns and developing mitigation action plans.

• Liaising regularly with Compliance to identify the impact of legal and regulatory changes, plan and implement their practical implementation and initiate any training required.

• Ensuring appropriate provisions are in place to ensure the integrity of data and compliance with regulatory and data protection requirements.

What Leads to Success

Here are a few of the skills we are looking for in this position. Don’t worry if you don’t tick every box as it’s important for us to support you in your role and help you to develop along the way.

• You'll bring high accuracy, quality and attention to detail everything you do.

• You have high integrity and can keep customer and employee information confidential.

• You’re able to work and learn quickly in a fast-paced and changeable environment.

• You see the value and impact of delivering extraordinary customer service.

• Your leadership style Is motivational - guiding and coaching others around you.

• Your colleagues know you for being results-oriented and self-motivated.

What's Important

• Experience successfully leading a customer service team - you should also have experience leading and managing a team of Claims specialists.

• Understanding of relevant insurance products and how they work.

• Fluent in written and spoken Swedish and English.

• Work environmental responsibility as a leader (Arbetsmiljöansvar)

• Knowledge of Swedish FSA requirements and confidentiality requirements in relation to customer personal data.

• Microsoft competency: Intermediate Word, Excel and PowerPoint; Advanced Outlook.

About Us

Bought By Many and ManyPets are making the world a better place for pet parents. Award-winning innovative technology and exceptional customer service are at the heart of our offer: we now rank 30th on the Tech Track 100 (2020) and we won the Insurance Choice Awards (2020) for both Best Pet Insurance Provider and Innovation of the Year.

We’re proud to be driving unprecedented change in insurance and have doubled our revenues annually for the last 4 years with more ambitious growth still to come.  Our latest Series D funding round was $350m which values us at $2bn.  All this was made possible by the hard work from our incredible colleagues around the world; and we’re excited to embark on the next stage in our journey.

Our Culture

Our company is fast-paced, respectful, fun-loving and (most importantly) passionate about pets and their well-being. We think big and we can only do that if we have a wonderful array of different people with different lived experiences and backgrounds, bringing their whole self to work every day. Throughout the business, you will meet people who think differently, aim for impact, and love to try new things. 

Working Environment

Our physical offices are modern, bright and open - with plenty of treats and great facilities.  We provide practical support coupled with best-In-breed kit for homeworking.  Since the pandemic, we have been working remotely and as such we'll need you to have a reliable internet connection with a minimum download speed of 50 Mbps and at least 10 Mbps upload speed.  If you have any questions or concerns about this, please get in touch with us.