Head of Operations (all genders)

About the Role

Join Getolo as the Head of Operations and play a pivotal role in shaping the future insurance experience. You will oversee the Customer Support and Claims departments, managing a growing team of about 60 to 70 employees across diverse operational areas. This leadership position focuses on managing the end-to-end delivery, performance, and customer satisfaction of operations within the German market while fostering collaboration with international teams.

Key Responsibilities

• Lead, mentor, and inspire a large team across Claims and Customer Support.
• Manage direct reports with coaching and support to foster a results-driven culture.
• Implement workforce planning ensuring optimal capacity and structure.
• Monitor operational KPIs such as customer satisfaction (CSAT), service levels, and claims processing times.
• Maintain consistent, high-quality customer experiences across operational channels.
• Balance customer service excellence with operational efficiency and scalability.
• Identify performance issues, promptly addressing and remedying them.
• Oversee daily operations ensuring smooth processes within Claims and Customer Support.
• Collaborate with Strategic Operations to identify and implement process improvements and efficiency gains.
• Develop and enforce best practices, standard procedures, and quality standards.
• Promote a customer-centric, accountable, and high-performance team culture.
• Train and develop leadership skills among team leads and operational staff.
• Enhance employee engagement and retention through continuous coaching and development.
• Work closely with other departments like Finance and Legal, and external partners such as risk carriers to align operational objectives.
• Manage relationships with external stakeholders ensuring standards and expectations are met.
• Represent the Operations function in external governance and discussions as needed.
• Coordinate operations across international branches, particularly with teams in Spain and France, sharing best practices and adapting processes locally.
• Lead through organizational growth and change, implementing new tools and workflows effectively.

Candidate Requirements

• University degree at bachelor’s or master’s level, or equivalent professional experience.
• Over 7 years in operations leadership, preferably in insurance or regulated sectors.
• Proven ability to manage large teams of 50+ employees.
• Extensive expertise in Claims and/or Customer Support operations.
• Demonstrated success driving operational excellence and enhancing customer experience at scale.
• Strong leadership and people management skills.
• Focus on operational excellence, execution, and measurable results.
• Effective communication and stakeholder engagement abilities.
• Skilled at managing complexity and prioritizing in dynamic environments.
• Data-informed, structured approach to performance monitoring (without requiring deep technical skills).
• Customer-focused attitude balanced with pragmatic scaling and efficiency.
• Fluent professional command of both English and German languages, written and spoken.

Benefits

• Competitive fixed salary with attractive remuneration package.
• Starting with 28 vacation days, increasing every two years up to 30 days; holidays on December 24th and 31st.
• Choice among mobility benefits: free Swapfiets bike, subsidized BVG "Umweltticket," or "Deutschlandticket."
• Hybrid work model with office based in Berlin-Mitte and opportunity to work remotely or abroad within the EU for up to 60 days.
• Access to free mental health coaching via nilo.health.
• Opportunity to test company products such as dentolo, petolo, or vitolo.
• International and diverse work environment communicating in English across a team from 43 countries.
• Annual learning budget starting from 750 € and regular 360-degree feedback.
• Inclusive company values emphasizing speed, courage, accountability, and care.
• Engaging company culture with legendary summer and winter parties, team events, corporate benefit discounts, two community days annually, and a pet-friendly office.

Additional Information

Getolo GmbH is an award-winning InsurTech firm founded in 2015, specializing in supplementary insurance focused on dental, pet health, liability, and health enhancements with over 200,000 insured customers across Germany. The company values diversity and equality, fostering a safe and inclusive workplace regardless of personal background or identity. Applications are evaluated purely on experience and motivation, respecting applicants' discretion regarding personal disclosures.