Service Operations Manager
About the role
Intervest is seeking a Service Operations Manager to oversee a significant portion of its travel insurance customer service operation in Colombo, Sri Lanka. The role involves managing Team Leaders to ensure high-quality customer outcomes, compliance with Consumer Duty, and fair treatment of vulnerable customers. Responsibilities include coaching Team Leaders, monitoring quality and complaints, driving retention and fair-value upselling, managing people and resources, and leading continuous improvement initiatives. The ideal candidate will have proven experience managing Team Leaders in a contact center, preferably in an FCA-regulated environment, with a strong track record in quality improvement, coaching, and people management. Intervest is a growing global delivery hub serving the Staysure Group and affiliated brands, offering a dynamic work environment focused on technology and shared services.
Must have
- Proven experience managing Team Leaders in a customer service or service-and-retention contact center, ideally at scale.
- Experience in an FCA-regulated environment (insurance, financial services or similar) with working knowledge of Consumer Duty, FG21/1 vulnerable customer guidance and DISP complaints handling.
- A track record of improving quality and customer outcomes while meeting service and operational targets.
- Hands-on coaching ability, and experience building coaching capability in others: you can watch a coaching session and say exactly what would make it better.
- Practical experience of supporting customers in vulnerable circumstances, and of coaching others to do it well.
- Experience of complaint root cause analysis and turning it into lasting fixes.
- Confident with contact center MI (QA, FCR, CSAT/NPS, complaints, AHT, adherence, shrinkage, attrition). You can find the story in the data and act on it.
- Strong people management: performance, absence, conduct and difficult conversations, handled fairly and firmly.
- Clear, credible communicator in writing and in person, able to present to senior stakeholders and work constructively with partners.
- Good working knowledge of Excel/MI tools and contact center systems.
Nice to have
- Travel insurance or general insurance service experience, including medical screening and policy changes.
- Experience working with outsourced or offshore partner sites alongside a partner management or vendor management team.
- Experience of Consumer Duty outcome testing or MI for risk/compliance committees and board reporting.
- Experience in a dedicated complaints, customer relations or vulnerability role.
- Coaching or leadership qualification (e.g. ILM Level 5, CMI, or accredited coaching).
- CII qualification (e.g. Cert CII) or willingness to work towards one.
- Experience with speech/text analytics, AI-assisted QA or Lean/continuous improvement methods.
Technologies
- Excel
Highlights
The role is based in Colombo, Sri Lanka. Experience in travel insurance or general insurance is desirable but not essential. Coaching or leadership qualifications and CII certification are advantageous. The company values diversity and inclusion. Application details are available on the Intervest careers page.
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