Senior Process Performance Executive (12m FTC)

We’re 1st Central, a market-leading insurance company utilising smart data and technology at pace. Rapid growth has been based on giving our 1.4 million customers exactly what they want: great value insurance with an excellent service. And that’s the same for our colleagues too; we won Insurance Employer of the Year at the British Insurance Awards 2024 and our Glassdoor score is pretty mega too!

Are you someone who thrives on solving complex problems and navigating risk with confidence? Do you have a pragmatic mindset that strikes the perfect balance between business goals and customer needs? If you’re a master multitasker with expert time management skills, and you know how to manage stakeholders at every level with clarity and confidence, we want to hear from you!

We’re looking for a Senior Process Performance Executive to join our Commercial & Marketing team either working remotely or based in our Salford Quays, Manchester or Haywards Heath, West Sussex offices. 

This role is a fixed term contract due to end on 30/06/2026.

In this role you’ll support oversight, governance & continuous improvement of core business processes across the lifecycle of a policy. You will ensure delivery of customer expectations whilst meeting commercial targets and regulatory requirements.

Core skills we’re looking for to succeed in the role:

• An understanding of risk and control measures
• Ability to problem solve
• A pragmatic mindset with the ability to balance both business and customer needs
• Strong stakeholder management skills, with ability to set expectations to stakeholders at all levels
• Expert level multitasking and time management abilities

What’s involved:

• Support Process Performance Lead in oversight of core business processes ensuring controls are in place to deliver the best customer and commercial outcomes across the lifecycle of a policy
• Lead tactical initiatives across functional teams to deliver new capability or improvements in core business processes
• Support the ongoing governance & continuous improvement of the core business processes across the lifecycle of a policy to ensure they are delivered in accordance with group operational policies and adhere to regulatory guidelines.
• Supporting the Process Performance Lead in the resolution of any core process issues
• Proactively develop new processes and initiatives from concept to commercialisation to ensure customer and commercial outcomes are met
• Support Process performance lead in maintaining risk register (as applicable), providing evidence and commentary for controls, updates for mitigating actions and maintaining control matrices and attestations
• Support the commercial reporting on core business processes and proactively deal with emerging issues or exploiting opportunities
• Any other reasonable duties as required

Skills & experience

• Experience of working within a highly regulated environment
• Understanding of the insurance/financial services industry, its products, and key regulations

• Numerate and analytical.  Ability to solve problems and distil complex information into clear insight and recommendations
• Highly motivated self-starter
• Ability to take quick confident decisions at a strategic level to move things forward
• Structured thinking to find solutions to complex problems and the ability to adopt a pragmatic way forward
• Ability to communicate complex information in an easily digestible format to key stakeholders
• Confidence in prioritising and balancing competing work streams
• Excellent communication & presentation skills, both verbal and written
• Good time management and organisation skills
• Attention to detail
• Entrepreneurial mind-set with the ability to spot opportunities
• Strong organisational & planning skills
• Be confident in prioritising and balancing competing work streams

Knowledge

• Ideally an excellent understanding of retail insurance products, the insurance industry and the different distribution channels
• Knowledge of FCA requirements (including Consumer Duty)
• Subscription-based businesses in other sectors will be considered

Behaviours

• Professional, confident and personable
• Commercially focused with a strong customer ethic
• A flexible approach and positive attitude
• An agile approach to project management and able to rapidly react to changes in business priorities to take advantage of emerging business and customer opportunities
• Able to work on own initiative and also collaboratively as part of a team
• Strives to drive business improvements to contribute to the success of the business
• Self-motivated, enthusiastic, target driven, and results focused
• Analytical by nature with an aptitude for data-based decision making
• A driven attitude to deliver change and rapidly overcome obstacles
• Ambitious with intent to progress to a commercial leadership role

So, if you’re up for the challenge and would like to join our vibrant and busy team, we want to hear from you today.

We pride ourselves on being a great place to work. Check out our Glassdoor page to see what our colleagues think about working here.

What can we do for you?

People first. Always. We’re passionate about our colleagues and know the best people deserve an extraordinary working environment. We owe it to them so that’s what we offer. Our workplaces are energetic, inspirational, supportive. To get a taste of the advantages you’ll enjoy, take a look at all our perks in full here. 

Intrigued? Our Talent team can tell you everything you need to know about what we want and what we’re offering, so feel free to get in touch.