Sarah is an Operations Manager in our Customer Loyalty department. A busy and demanding role overseeing an area of over 250 people, ensuring our high standards of customer care are met and that our colleagues work harmoniously.
Outside of work, Sarah has two young children. How does she balance it all?
Hi Sarah, can you tell us a bit about your role and background at Admiral?
I’ve worked at Admiral for almost 18 years, and through that time have enjoyed lots of different roles across the business. I started as a Customer Advisor in New Business, and progressed to Team Manager within the 10 years I was in that department. I then went on to be Business Engagement Manager in the Tech area, then after that role I joined the Customer Loyalty area as an Operations Manager for just over two years before going on maternity leave to have my first child. After my maternity leave and a few months back in Customer Loyalty, I was seconded to work as the Personal Assistant to our Group CEO, Milena Mondini de Focatiis, which was very interesting. I then went on to have my second child at the end of 2022, and after my maternity leave I returned to my role as Operations Manager in Customer Loyalty, which is where I am now.
What does the role of an Operations Manager involve?
I oversee a site of over 250 colleagues in our Customer Loyalty department. I’m responsible for managing the site’s operation, which includes performance, managing budgets, ensuring customer satisfaction, and maintaining a positive culture where our people are happy, enjoy their roles, and produce good results.
The role is fast paced, but ultimately very rewarding. It requires me to be adaptable and have a keen eye for detail, good communication skills and emotional intelligence.
So as an Operations Manager, and a parent of two young children, how do you balance it all?
While it’s not always easy, especially as my little ones are still very young, I’m lucky to have a great support system at work and at home. My team and I have open dialogue, and my direct managers are all super supportive and understanding. Everyone truly cares about each other here and it makes such a difference. Most of my colleagues in the Operations team also have parental responsibilities, so we all empathise with the ups and downs of what that entails. I have support from family and a childminder to help with childcare which is a huge help. Exercise is also a vital part of my life, and makes me a better person inside and outside of work, so I’d definitely say this helps me to balance things.
Can you work flexibly?
I work 34.5 hours a week across four days, so having the extra day off also helps with balancing it all. I share the operations management with two other colleagues, so luckily the day I have off is covered by them and work can continue to run smoothly. I can work from home if needed as well, which helps me be a bit more flexible and do things like school runs or attend appointments around meetings. I do prefer to be in the office as the environment energises me and I love being around my team, but it’s great to have the flexibility of both!
How supported do you feel at Admiral as a working Mum?
I feel incredibly lucky to say that I truly enjoy what I do, and I work for a brilliant company and excellent department. Life is a juggle, motherhood is tough, but working here is a part of my identity. I want to be a role model to my children and show them that you can have a great career and a great family life as long as you have the right support.
People who like what they do, do it better, and providing flexibility for our colleagues is just one of the ways we ensure a good work life balance for all.
Learn more about health and work life balance at Admiral.
