The document outlines the responsibilities of a Commercial Operations Manager which include: 1. Ensuring quality service delivery and compliance with SLAs across teams and branches. 2. Introducing processes and reporting to monitor operations, drive performance and ensure efficiency. 3. Embedding a culture of continuous improvement. 4. Managing projects to implement operational improvements and meet deadlines.

1. Commercial Operations Manager – Responsibilities
Service Delivery
1. To establish, embed and monitor internal and external SLA’s ensuring adherence and delivery of quality
service standards.
2. Proactively manage the Commercial Operation ensuring consistency of service delivery across all
teams/branches and establishing a better understanding of customer needs and expectations in order to
embed the necessary structure and procedures to support these.
3. Introduce consistent workflow management and visibility of volumes in the form of a daily, weekly, monthly
workstate and effectively monitor branch output.
4. Introduce effective monitoring and reporting procedures to deliver operational management information to
monitor and control operations and drive and measure performance and efficiency.
5. Develop understanding and identify gaps in business MI requirements, implementing improvements and
increasing awareness of business MI tools.
6. Embed a culture of continuous improvement, encouraging managers to drive innovation, challenge the status
quo and achieve improved service delivery, efficiencies and cost savings.
7. Proactively facilitate and encourage the sharing of market intelligence across all teams/branches.
Compliance
1. Ensure awareness and compliance on an ongoing basis of any regulatory and compliance management
frameworks.
2. Develop, support and monitor the completion of monthly compliance reports, ensuring their accurate
completion and adherence to required deadlines.
3. Develop awareness and ensure adherence to breach reporting requirements, managing non-compliance and
identifying process improvements or performance management as required.
4. Develop awareness of the Critical Controls, ensuring attestation on a quarterly basis and proactively managing
and supporting any gaps in knowledge in order to ensure improved and compliant results.
5. Monitor adherence to Volume Business Deal guidelines, supporting the management of ongoing accounts and
the completion of reporting requirements
Best Practices
1. Assert adherence to working practices and procedures ensuring documentation is in the required format and
maintaining version control.
2. Proactively manage workflow procedures ensuring consistency across site and identifying opportunity for
efficiency and cost saving through process improvement.
3. Drive through maximum efficiencies and cost effectiveness within all operational areas by regularly reviewing
our working practices and procedures.
4. Ensure audit controls are in place, monitoring adherence and managing audit performance
Projects
1. Engage and work with relevant areas of the business to implement Ops Improvement projects and change
initiatives, monitoring and supporting implementation to meet deadlines and operational plans.
2. Work closely with relevant areas of the business to drive through change initiatives and make business
improvements (LV Broker, Group, Branches, Quantum Leap)
3. Identify opportunity for business improvement, scoping project requirements, developing project teams and
ensuring adherence to project deadlines.
4. Improve understanding of the true customer journey for all products and routes to market by introducing
CSAT functionality and gathering true broker feedback – taking operations from “Good to Great”.

2. 5. Continue to review and maximise the utilisation of IT and all system technological developments including
Acturis, Gateway and GIOS to support all commercial teams.
6. Develop, implement and manage a controlled sign off procedure for all change implementation and product
launches.
7. Deliver and implement a communication strategy to support both internal and external relationships.
Change Implementation
1. Drive innovation, change initiatives and continuous improvement within all branches, identifying process
improvements and maximising utilisation of technological developments to drive efficiencies and make cost
savings.
2. Identify and develop opportunity for business transformation to achieve significant change in line with our
business strategy and vision.
3. Drive and embed LEAN through calendar reviews to increase efficiencies, improve service delivery and quality
standards whilst implementing enhanced best practice guides across all commercial operations.
4. Strategy Mobilisation support to ensure that the branches remain in line with the strategic direction of
operations and underwriting visions
Branch Capacity
1. Create, implement and support across site operational resource plans and schedules, consistent with long
term forecasts and budget plans.
2. Develop and implement branch resource models and support Managers to complete capacity planning,
timings and resource forecasts to ensure resource levels are adequate to support business plans.
3. Provide recruitment support, assisting with FTE planning and understanding role requirements in support and
development of an effective branch model.
4. Develop and implement a resource planning strategy to utilise and share resource across site, as required to
deliver business plans.
5. Support resource planning and forecasting in relation to Volume Business Deals and business planning, to
ensure adequate resource levels are in place.
Branch Support
1. Drive participation of Engage surveys, proactively developing and managing an Engage Action plan to ensure
an increase in positive Engage Scores across Commercial Operations.
2. Review and support PDP objectives across site in order to ensure consistency in relation to role and support all
managers with effective performance management.
3. Increase awareness of people policies and HR procedures ensuring adherence within LV management
frameworks.
4. Organise and coordinate the delivery of a structured training programme for all staff in all roles within
Commercial Operations to include coaching and development for all aspects of all roles.
5. Increase awareness and support the use of existing management tools, whilst encouraging innovation and the
sharing of best practice.
6. Review and improve the Commercial Lines operating model for all classes of business and all roles to support
trading, growth plans and service delivery.