Hi there,
I’m Danielle McMahon, and I lead Customer Service Operations across teams in the UK, India, and Malaysia.
My role is to make sure the day-to-day operation works effectively for colleagues, brokers, and customers. That includes building strong teams, developing confident leaders, and ensuring our services work in practice as well as they do in design.
I am responsible for how we design, run, and continuously improve operational delivery so that when a broker or customer needs us, the experience is clear, consistent, and reliable.
A key part of my role is supporting people to grow, helping leaders through pressure, and removing barriers so they can perform at their best even in complex environments. At its core, my focus is on turning strategy into outcomes and ensuring that what we say we will do is consistently delivered.
What OPS Means and How It Supports You
Operations, or OPS, includes the frontline teams who directly support customers every day, such as Customer Service, Claims, and Access to Care. These teams handle queries, progress cases, and ensure customers receive timely and accurate support.
Alongside this, OPS leadership and support functions work behind the scenes to keep everything running effectively. This includes improving processes, strengthening ways of working across teams, and driving continuous improvement so frontline colleagues can deliver a high-quality service.
If I were explaining OPS to a broker, I would describe it as the part of the organisation that makes sure every query is picked up, owned, and resolved without the need for chasing or escalation. We focus on the people, processes, and connections that keep work flowing smoothly across the system.
When OPS is working well, it is often invisible because everything simply works as expected. When issues do arise, we act quickly, keep the customer at the centre, and focus on putting things right in a clear and effective way.
A Day in Operations
No two days are the same, but people are always at the centre of what we do.
A typical day may include supporting leaders with live operational issues, reviewing service and workload performance, removing blockers, coaching through decisions, and resolving problems that span multiple teams.
Alongside this, we balance immediate operational pressure with longer-term improvement, building capability and ways of working that make future delivery more stable and sustainable.
OPS steps in when something is unclear, inconsistent, or not working as it should. This includes escalations from brokers or customers, process issues causing delays, capability gaps where teams need additional support, and cross-team work that requires clear ownership.
We do not just resolve the immediate issue. We look at root causes and focus on what needs to change to prevent the same problem from happening again.
Supporting a Consistent Broker Experience
Consistency comes from strong people, clear ownership, and confident leadership.
We support brokers by ensuring every issue is owned and progressed through to resolution, building capable teams who understand broker needs, and supporting leaders to make timely, effective decisions. We also keep ways of working simple and consistent to reduce variation in service.
A key part of this is our Escalation Support team, whose primary role is to resolve escalations raised by brokers and customers quickly and effectively. They also capture feedback and identify trends, helping us understand root causes and improve processes.
This feedback loop helps reduce repeat issues over time and creates a more consistent and reliable experience for both brokers and customers.
Building Trust Through Strong Operations
Trust is built when brokers know they will be supported, especially when things go wrong.
Strong operations mean clear and honest communication, issues being followed through properly, and commitments being met.
When colleagues are well supported and confident, they are able to focus on doing the right thing for brokers and their customers. Over time, that consistency builds trust.
Looking Ahead
If there’s one thing I would want brokers to know about the work OPS does on their behalf, it’s that there are real people behind the scenes who care deeply about getting things right.
We invest heavily in developing our leaders and colleagues so they can take ownership, make good decisions, and perform well under pressure.
Our focus is not only on delivery outcomes, but on building capable teams who consistently provide a dependable and high-quality experience for brokers and customers.
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