Operations Lead

About the role

The Operations Lead supports the Operations Manager in delivering efficient, compliant, and high-quality operational services to our MGAs. The role focuses on day-to-day coordination, execution, and continuous improvement of operational processes, ensuring exceptional service delivery, smooth collaboration with internal teams and outsourced partners, and adherence to established standards and procedures. The role also includes taking ownership of MGA onboarding, taking responsibility for the performance and service delivery of RSP, and occasional international travel.

Essential Functions

Support the Operations Manager in the day-to-day running of operational activities across new and existing MGAs. Take ownership of MGA onboarding, ensuring operational processes are implemented within required timeframes. Take responsibility for performance and service delivery of RSP. Provide hands-on operational support, guidance, and subject matter expertise where required. Coordinate and manage task workflows to meet service level agreements and maintain balanced resource allocation across teams. Oversee agency management activities ensuring compliance with regulatory requirements. Oversee credit control activities maintaining aged debt at an appropriate level. Work closely with the outsourced services team to identify activities suitable for offshoring in alignment with business priorities. Deliver training and process knowledge to outsourced colleagues, ensuring consistency and quality in service delivery. Review and maintain operational process documentation to ensure accuracy and efficiency. Act as a liaison between internal teams and outsourced partners, responding to queries, escalating issues where required, and maintaining strong working relationships. Support the Operations Manager in maintaining and embedding operational standards, controls, and procedures across all lines of business. Participate in Service Review Meetings and MGA service/performance meetings, contributing operational insights and supporting performance tracking. Assist in implementing process improvements and automation opportunities identified by the Operations Manager or wider business. Support training and development initiatives for operational team members, ensuring skills and knowledge remain up to date. Build and maintain effective relationships with MGAs, internal departments (Finance, Compliance, Underwriting), and third-party providers. Handle internal and external queries efficiently and professionally, maintaining a focus on client service excellence. Communicate updates and operational information clearly to relevant stakeholders, supporting transparency and issue resolution. Undertake international travel up to 10% of the role, including two annual trips to India and one trip to Washington, as required. Preferred Technical Skills

Strong experience in insurance operations, ideally within an MGA, insurer, or delegated authority environment. Good understanding of insurance operational processes including credit control, reconciliation, and agency management. Experience coordinating work with outsourced or offshore service teams. Strong communication and stakeholder management skills. Highly organised, detail-oriented, and proactive with the ability to manage multiple priorities. Comfortable working in a fast-paced, evolving environment with a focus on continuous improvement. Proficient in Microsoft Office and operational management systems.

Additional Information

This is a remote position. Planned, in-office activities may be required on occasion (typically 2-4x per year). You must live in the UK and be authorized to work in the UK without requirement of employment sponsorship/visa.

Mission Underwriters is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.