Team Leader - Operations

Isle of Man
Permanent
Our client is looking for a Team Leader to join their Operations Team.
The Role: The role will involve managing a fast-paced multi-functional team. The team's goal will be to deliver excellent customer service to both IFA's and clients within an agreed administration model. The team will include both front end communications as well as elements of client account management which will encourage a first point resolution to queries. The focus will be on swift escalation, data integrity and resolution of queries while taking a proactive approach to Client relationship management and policy Administration while ensuring we maintain and develop key relationships to support the group strategy.
 
Key Responsibilities:
  • Creating an inspiring team environment with an open communication culture and promote a “one team” ethos across Client Services
  • Be a role model within Client Services
  • Setting clear team goals
  • Delegating tasks and set deadlines for your internal team
  • Oversee day-to-day operation of the team
  • Monitor team performance and report on metrics
  • Discover training needs and provide coaching
  • Listen to team members' feedback and resolve any issues or conflicts
  • Carry out and follow through client and IFA requests to a conclusion
  • Take ownership of and resolve any queries through to a satisfactory conclusion
  • Contribute to a proactive working culture
  • Be part of an innovative culture to problem solving
  • May be required to work shift patterns as required
  • Carry out effective performance management
  • Recognise high performance and reward accomplishments
  • Provide guidance and support to their team
  • Develop their team in all areas of excellent customer service
  • Timely SLA delivery and data Integrity
  • Ongoing contribution to the local risk owner structure
  • Embrace change positively and oversee management and quality control, ensuring successful delivery of key strategic and tactical change programmes
  • To build a team to support the group strategy.
 
Key Skills/Experience:
Essential
  • Customer Service Champion
  • Customer Focused Individual
  • Outstanding leader of people
  • Energetic and Enthusiastic personality
  • Problem Solving mentality and approach
  • Ability to coach and motivate others
  • Effective Time Manager
  • Ability to demonstrate a professional, positive and customer focused attitude always
  • Competent in Microsoft applications: Including Word, Outlook, SharePoint and Excel
Desirable
  • Previous experience within the Life Assurance industry
  • Have experience of, but not essential, handling external telephone calls with both clients and stakeholders
Angela Westmorland
Your specialist: Angie Westmorland
Quote job ref: 12611

Hi I'm Angie, I am working on this amazing opportunity with one of the Island's leading employers, click apply now and I will be in touch.