Job Details

The Policy Servicing Team Leader is responsible for co-ordinating and managing the successful in life management of policies across the various product lines, ensuring that all work items are comprehensively and effectively processed in accordance with Compliance obligations and within agreed Service Standards.

The role holder will also need to display a Strong Service Delivery background alongside a deep understanding of Risk Management. Proven decision-making skills with the ability to implement practical, commercially sound and compliant solutions also necessary. Acting as a role model and driving a strong team culture a necessity.

Key accountabilities include but are not limited to:

• Customer Focused (External & Internal)
• Foster and drive an environment of service delivery
• Promote Customer Metrics and Service Delivery alongside continuous enhancements to the Customer Experience
• Identify an improved service proposition by reducing complaints, improving E2E timelines, improved customer satisfaction results and reduced errors
• Demonstrate awareness of Risk Management, identifying risk events and breaches and ensuring full investigation and root cause analysis
• Strong controlled environment
• Contribute to a more efficient Operation by improving SLA, reducing loss events, reducing operating costs and introducing efficiencies which allow for upscaling without need for headcount
• Initiate and plan training and development across the team
• Promote the Utmost values and a culture of collaboration and teamwork

Key Responsibilities

Service Delivery

Ensure the needs of the customer are identified and excellent customer service is provided across the Policy Servicing Team. Ongoing monitoring of processes across the team to ensure best practice is followed daily

Efficiency

Develop, drive and deliver initiatives that stabilise the service offering while also improving/streamlining policy servicing processes and capability further to allow for future scale without increasing costs

Operational Risk and Compliance

Monitoring risk management within the team, identifying risk events, breaches and complaints, performing the investigations and root cause analysis to identify steps to mitigate risk

Performance Management

Promote a performance management culture ensuring team members have clear annual objectives alongside training and development plans

Culture

Leads by example, establishes themselves as a role model

• Role holder must be curious and ambitious to deliver strong service proposition
• Role holder must have a proven track record of delivering and maintaining best practice in operational process and service delivery
• Ability to deliver to tight deadlines
• Strong communication and interpersonal skills, both verbal and written
• Strong Analytical and problem-solving skills
• Ability to report and support communication to multiple levels of stakeholders
• Demonstrates creativity in solving challenges and improving ways of working
• Willing to get stuck in across the team and provide process support as required
• Ability to plan, prioritise and adapt workloads and plans for team
• Demonstrates the utmost values and a strong awareness of culture