Team Leader Opérations/operations Team Leader

**Role purpose**:
The role holder has the responsibility of managing a UA team in the day to day operations. He/she will be responsible for managing workloads within the team and ensuring work items are processed within the pre-agreed Turnaround Times.

They will provide a blend of support, compassion, and focus in coaching and assisting team members in their personal development. They will promote a culture of excellence and continual improvement through regular quality checks, training and process reviews. They will project an attitude that engenders positivism and motivation in others.

The role-holder will act as an SME for all processes owned by the team and ensure that team members are provided with the appropriate training and support to meet the agreed business requirements.

**Key responsibilities**:
Manage the delivery of services in an efficient manner, ensuring external and internal queries are resolved within the agreed turnaround times, and that the team is setup to support all underwriting teams.

Develop and maintain strong relationships with all areas of the business, other internal customers, and our Third-Party service providers

Regularly review performance against plan, at team and individual level, utilising the performance management processes and guidelines. Support the development and training needs of the team to ensure that staff skills are aligned to our business goals.

Support, encourage and advise team members regarding their individual goals.

Manage day-to-day operations of the team.

Ensure the team are trained and equipped to meet the agreed business needs, escalating issues where relevant.

Track and support the delivery of the teams work by checking SLA’s are adhered to and accuracy targets are met. Take ownership for query / issue resolution.

Undertake quality control checking of work elements to evidence the service provided.

Ensure processes are regularly reviewed and updated to maintain relevancy and efficiency.

Regular MI to be produced weekly, monthly and as required.

Develop knowledge of all relevant lines of business to facilitate training and accurate processing of work elements within the team.

Any other ad-hoc projects and analysis as required.

**Qualifications**:
**Experience**:
Insurance industry knowledge.

Experience of operating at Team Leader level in a large organisation is preferred

Experience of working with multi-lingual teams is preferred

Proven track record of managing a team including coaching/training, performance management, absence management, and employee engagement.

Experience of managing Third Party service providers is desirable

Proven track record of relationship and workflow management both internally and externally

Experience of delivering to tight deadlines and SLA’s

Knowledge of MS Office - especially Excel

Customer-oriented attitude

Strong attention to detail

Desire to deliver with high quality

Self & team learning

Decisiveness

**Qualficiations**:
Good standard of general education

**Languages**:
French - Fluent [Required]

English - Very good / Fluent [Required]

Flexible Working

We are open to discussing flexible working arrangements. This can be discussed with the Recruitment Business Partner managing this position.

Integrity. Client focus. Respect. Excellence. Teamwork

Our core values dictate how we live and work. We’re an ethical and honest company that’s wholly committed to its clients. A business that’s engaged in mutual trust and respect for its employees and partners. A place where colleagues perform at the highest levels. And a working environment that’s collaborative and supportive.

Diversity & Inclusion