Chief Operating Officer (COO) - Veygo

About Veygo

Veygo is an independent company built and owned by Admiral operating within the Admiral Pioneer business.

Admiral Pioneer is a new business within Admiral Group with the objective of seeding, launching, and scaling new businesses that will become one of the growth engines for Admiral in the future. These new businesses will anchor around meeting customer needs in growth areas. We will achieve this by experimenting and proving new products, business models, and partnerships.

Veygo is one of these new businesses and at the forefront of the Mobility as a Service (MaaS) revolution, providing transport solutions for customers with and without cars. We want to make life easier for those wishing to share cars, use their own temporarily, or for learner drivers looking to practice in a family member’s or friends’ car. In short, we want to help people be able to get behind the wheel of a car, even if they don’t own one.

Our journey started in 2016 and it has been a challenging and exciting few years to disrupt the sector and show that tech allows us to provide great products, and in a way that is in line with the modern-day lifestyle. We are building a dynamic and energizing environment where we will provide all the excitement and freedom of a scale-up but with the support and stability of an established large organisation. We treat our colleagues openly, equally, and fairly and give them a ton of opportunity and freedom to do their best work and make a positive impact. We make mistakes because building from scratch is not easy but we are curious about where we get it wrong and we take this learning forward.

As of today, we have a strong team of 80, but with a clear idea of where we want to go in the next few years, we need to strengthen it to keep pushing forward. We seek to recruit bright, passionate people who have a can-do attitude who look at the world and see the opportunity in our own small way, to make it better for our customers.

About the Role

Reporting to the CEO of the Veygo business you will work with members of the leadership team to deliver the strategic vision of the business. You will oversee the performance and conduct of the Operations functions, including compliance, customer care claims, pricing and data [MI/BI] as well as co-ordinate performance and delivery people services functions alongside supporting cultural development and co-ordination across the busines. You will be singularly accountable for operational outcomes and KPIs, and share accountability for overall business, customer, and employee outcomes.

Main Duties

Organisation development

• Develop and deliver sales / operations plans, and business plans that support the organisation’s agreed objectives, and enables the business to innovate at pace, grow and exploit its unique opportunity
• Manage the design and implementation of Operations functions as new business areas and products as required, help inform the business readiness, and the critical path to deployment
• Collaborate with the Product and Growth teams to forecast and define the sales growth / ops plan, balance demand and capacity / capability, and provide the support necessary to execute.
• Role model the expected behaviours of leadership, accountability, and instil a commitment to continuous improvement.
• Support Veygo’s cross-functional and Agile ways of working and ensure operational subject matter experts serve Sprint teams in a responsive and collaborative manner [to avoid delay].
• Continue to develop the unique Veygo business culture as part of the Pioneer business portfolio (including but not limited to- team events, communications, meetings)
• Identify and exploit opportunities to leverage the Admiral Pioneer portfolio approach to benefit the Veygo business (including advocacy and engagement in cross portfolio communities)
• Actively ensure alignment across Veygo to Pioneer and Group standards and best practice
• Maintain and grow internal and external business relationships across Pioneer and within Admiral Group
• To manage budgets and to forecast and plan for growth – Ensure the Operations functions are resourced effectively in both number and skills to deliver the service required

Customer Care / Claims Management

• Oversee the Customer Care function within Veygo managing customer service issues and FNOL
• Management of first party claims
• Actively seek and promote best practice customer care within the Admiral Pioneer portfolio bringing in external thinking and best practices from across industry (eg. Multichannel engagement, next best action, self- serve, community engagement)
• Oversee and optimise the strategic aspects of the outsourced third party claims management process with EUI
• Explore and deploy opportunities to delight customers through the Care function (eg, sales through service etc)

Risk, Complaints and Compliance

• Oversee the Veygo compliance team managing regulatory alignment, complaints and risk within the Veygo business
• Working within the Pioneer Risk community, act as first line management for regulatory issues within the Veygo business
• Make decisions in matters affecting operations and performance of the function in accordance with business strategy whilst ensuring customers remain at the front and centre 
• To act in accordance with the Risk Strategy and Policy, ensuring an appropriate risk register is maintained for the Veygo business which proactively identifies, manages and mitigates risks as well as capturing risk events 
• Support Pioneer to build external relationships with the FCA, and other external stakeholders.
• To develop a culture of quality control and compliance monitoring to ensure that all aspects of the business’ operations comply with relevant regulations. 
• To ensure the appropriate systems and controls operate in the areas under your direct control
• Act in accordance with the Group policies and standards, including information security policies and complaint handling standards 

Data and Pricing

• Oversee the Data and Pricing function within the Veygo business
• Support strategic development of pricing as a core capability with the business including optimising pricing through AI
• Ensure active engagement with and support proposition teams by anticipating and responding to the pricing (rate card, discounts and promotions) requirements
• Promote the development of pricing across the Pioneer business through recruitment, development and community engagement
• Establish key BI/MI processes and formats to support Veygo leadership achieve its strategic objectives and meet the reporting standards of a business within the Pioneer portfolio

People Services

• Coordinate recruitment requirements and engagement with Admiral People Services from across the Veygo business
• In line with standards across Pioneer, create and deploy a performance management culture based around OKR’s aligned against the strategic goals of the Veygo business
• Working with colleagues across Admiral Pioneer, establish and support a development pathway for recruitment and retention of talent across the portfolio of businesses
• Ensure alignment and compliance to group standards and best practice in people management

Key Skills and experience required

• Experience of managing complex multi-functional teams
• Excellent written and oral communication skills.

• Demonstrate good commercial awareness and innovative approach
• The ability to manage challenging situations
• Good level of organisational skills and attention to detail
• Be comfortable with change, such as role variation and changes in team structure
• COO or Chief of Staff role within a start up or scale up business
• Comfortable and familiar with relevant regulatory frameworks and directives

Additional Information

We are happy to discuss remote working options, however some travel to our Cardiff office will be required. Please contact the Recruitment Officer looking after this position if you would like to discuss flexible working.

Salary, Benefits and Work-Life Balance

We do not have a set salary for this position, as it will be dependent on the successful candidate’s experience. We are happy to see CVs from all candidates who meet the requirements and will be happy to discuss the remuneration package.

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we're voted no. 1 in the 2019 Sunday Times Best Big Companies to Work For in the UK. We want you to have an element of freedom to define a working lifestyle that supports this, so accommodate flexible hours wherever possible. Please contact the Recruitment Officer looking after this position if you have any questions.

You can also view some of our other key benefits here; https://admiraljobs.co.uk/employee-benefits/.

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