Team Manager (General Insurance Operations)

TL;DR

Team Manager (General Insurance Operations): Lead and develop a team of frontline colleagues to deliver great customer outcomes while meeting service, quality, risk and performance standards with an accent on operational performance, coaching and compliance. Focus on using data insights to drive improvements, handling escalations and embedding a customer-first culture.

Location: Leeds, Hybrid – minimum 40% onsite

Salary: £33,203 - £34,950

Company

We're rebooting an icon and building the future of finance.

What you will do

• Lead day-to-day operational performance including service, quality, productivity, adherence and absence
• Use data and insight to identify trends, manage risks and drive improvement
• Coach and develop colleagues through regular 1:1s, side-by-side support and feedback
• Promote wellbeing, inclusion and engagement within your team
• Ensure compliance with policies, processes and regulatory requirements
• Handle escalations and complaints to achieve fair customer outcomes
• Communicate changes clearly and lead team huddles and meetings
• Support change initiatives, continuous improvement and new ways of working
• Contribute to recruitment, onboarding and capability building

Requirements

• Experience leading teams in a fast-paced, customer-focused environment
• Strong coaching skills with evidence of improving performance
• Ability to interpret performance and quality data
• Knowledge of compliance, conduct risk and customer outcomes
• Confident communication and decision-making skills
• Experience of culture positive driven activities

Nice to have

• Experience in financial services, regulated operations or contact centres
• Involvement in change or continuous improvement activity
• Experience supporting recruitment or colleague development

Culture & Benefits

• Inclusive environment reflecting modern society and celebrating diversity
• Workplace adjustments for colleagues with disabilities including flexibility on office attendance and working patterns
• Disability Confident Scheme guaranteeing interviews for eligible applicants
• Adjustments throughout recruitment process for disabilities or health conditions
• Full-time 35 hours per week with reduced hours and job-share considered
• Operational hours Mon–Fri 8am–6pm, Sat 9am–1pm