Insurance Operations Team Leader

Operations Team ManagerPurpose of Role/Job OverviewThe Operations / Service Team Manager is responsible for owning and leading broker service delivery across the business.The role exists to ensure that broker enquiries are handled quickly, consistently, and professionally; phones and inboxes are proactively managed and controlled; broker expectations are clearly set and met; and underwriters are protected from avoidable service interruptions so they can focus on technical underwriting and GWP delivery.This role does not carry underwriting authority and is not responsible for underwriting decisions, pricing, or risk acceptance.Key AccountabilitiesOwn and manage end to end broker service delivery across phone, inbox, and workflowEnsure inbound calls are answered promptly and in line with agreed service standardsEnsure inboxes are cleared, triaged, and actioned within agreed SLAsAct as the primary escalation point for broker service issues (non technical)Set and manage broker expectations around turnaround timesDesign and enforce workflows between Operations and UnderwritingEnsure correct triage of enquiries to underwriters only when technical input is requiredLead, coach, and develop the Operations / Service teamDefine, monitor, and report on service KPIsWork closely with Underwriting Managers to ensure clear ownership boundariesOther Activities, Duties and ResponsibilitiesMaintain strong working relationships with internal departmentsEnsure service activity supports ..... full job details .....