Operations Manager (Simplyhealth Funding Services)

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Hybrid

Risk and Assurance

Not Specified

20 Feb 2026

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Operations Manager (Simplyhealth Funding Services)

About The Role

We’re not just your average health company; we’re aiming to revolutionise access to healthcare in the UK by offering innovative health and wellbeing solutions that are affordable, accessible, and effective. From preventive care to comprehensive medical support, we aim to empower individuals to take charge of their health, inspiring them to make the most of their wellbeing. Added to that we’re the first health insurer in the UK to be awarded B-Corp status in recognition of our significant achievements in sustainability, in addition to our ambitious environmental and social responsibility goals.

We have a brand new opportunity for an Operations Manager to lead and develop our Operations team within Simplyhealth Funding Services (SFS). Reporting to the Head of SFS and leading a team of five, you’ll ensure our dental practices and customers receive an exceptional, compliant, and seamless experience—from onboarding through to ongoing support.

You will oversee operational processes, drive improvements, manage complaints, and champion Consumer Duty—ensuring we consistently deliver fair outcomes and high-quality service across all touchpoints.

Key responsibilities:

Customer & Dentist Relationship Management

Lead the onboarding of new dental practices, ensuring a smooth and compliant setup.
Act as an escalation point for complex queries from customers and dentists.
Build strong relationships with practices, customers, and internal teams.
Ensure SLAs, quality standards, and regulatory requirements are met.
Support oversight activities, including incident/breach management and reporting.
Prepare clear and insightful MI for governance committees and the Board.

Complaints & Quality Assurance

Manage and resolve customer complaints in line with policy and regulation.
Conduct root cause analysis and implement improvements.
Ensure fair customer outcomes aligned with Consumer Duty.
Monitor and uplift quality across the team.

Consumer Duty & Compliance

Embed Consumer Duty principles across all customer interactions.
Lead the production of Consumer Duty reporting and MI.
Support audits, regulatory reviews, and alignment with Risk & Compliance.
Ensure adherence to all relevant policies, processes, and controls.

Team Leadership & Performance Management

Lead, coach and develop a team of around 5 Advisors.
Set objectives, monitor performance and provide regular feedback.
Foster a positive, inclusive and high-performing team culture.

Operational Management & Improvement

Oversee resource planning, workload management, and service delivery.
Drive continuous improvement of processes and customer experience.
Produce performance reports on onboarding, complaints and service metrics.
Support wider change and transformation projects within Simplyhealth.

About You

To be considered you must have:

Proven experience managing an operations or customer service team.
Strong complaints handling knowledge with focus on customer outcomes.
Experience working in a regulated environment (e.g., financial services).
Excellent communication and stakeholder management skills.
Demonstrated ability to coach, develop, and motivate people.
Strong organisation, planning, and problem‑solving abilities.

Our dream candidate will also have

Experience in dental, healthcare or insurance sectors.
Knowledge of Consumer Duty or equivalent regulatory frameworks.
Experience with client/customer onboarding processes.

What’s in it for you

As well as a competitive salary, our benefits package includes:

Group bonus scheme
Generous pension with a 6% pension gift from us
28 days holiday (plus bank holidays) - with the option to buy and sell a further 5 days
Flexible benefits pot (which you can choose to use against some great benefits such as critical illness, private medical insurance, shopping vouchers and more)
Your own health plan
Access to a wellbeing hub
Shopping discounts
Recognition awards
Give as you earn
3 volunteering days

Your Recruitment Journey

We’re focused on providing an application, assessment and onboarding journey that is fair, consistent, diverse and inclusive for all, allowing us to hire top talent based on the skills and behaviours pivotal to your and our success.

Your process

Screening call with Talent Acquisition Team
Virtual Interview with the hiring manager and team
Aptitude assessment
Presentation/case study with the hiring manager and team
Offer

Should you require any additional support with your application, or need us to make any adjustments for you, please contact our Talent Team: [email protected].

Please note: Working for a purpose driven company like ours is a fantastic opportunity so we often receive high volumes of applications for our roles. In these cases, we may close our job adverts early and aren’t able to consider applications after this time.

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