Team Manager

Full time
£31,806 - £35,340 a year
uk 15/11/2018   Full time £31,806 - £35,340 a year

Insurance and Wealth Chief Operating Office provides critical services to our customers, supporting them with their Insurance needs. We are responsible for delivering exceptional service to our Corporate Pensions customers. Our primary focus is our customers and colleagues, and we are passionate about making a difference in our business and keeping the customer at the heart of everything we do. We are focused on continuing to improve service to our customers, to simplify our business, and to make Insurance & Wealth Chief Operating Office a great place to work for our colleagues.

We are currently looking for Teams Manager for Corporate Pensions, based in Port Hamilton. We are looking for professionals who have the ability and drive to influence advocacy, confidence and trust from our customers and colleagues.

Do you share our passion for outstanding customer service? Then there couldn’t be a better time to join us and get your career moving. We need a versatile, enthusiastic person to lead and inspire one of our teams to maintain the highest standards of efficiency and accuracy. This varied and challenging role will involve everything from managing resources both front and back office, producing performance statistics, monitoring absence and developing team members. We’ll also look to you to identify ways of improving the way we work.

You'll already have some line and performance management experience under your belt, gained in a similar environment. This will have included working with Continuous Improvement methodologies to manage capacity and deliver high quality output. A passion for detail and accuracy is also important

We are continuing on our transformational journey to be industry leading in the service we provide. If you would like to be part of this journey in Corporate Pensions as a Team Manager, responsible for delivering results within complex processes and leading your team to deliver a quality service to our customers, this could be the role for you.

You'll be responsible for leading a blended (telephony, digital & administration) operational team who complete a broad range of complex processes and service to our Corporate Pension customers. The successful candidate will inspire and empower their team to deliver in line with agreed customer centric measures, utilising available resource whilst supporting the embedding of continuous improvement initiatives. Additionally you may be required to build and manage relationships with offshore colleagues and stakeholders. You will lead and drive a high performing team by providing effective coaching, performance management, quality checking, complaints resolution activities and lead by example in demonstrating the Groups Values and Actions at all times.

Your key responsibilities will include:

  • The day to day running and leadership of your team to ensure that all customers experience ‘best in class’ service, evidenced by your customer centric measures and feedback from customers through a range of reporting mechanisms
  • Regularly assess, develop and recognise team performance through role modelling high quality coaching, feedback, 1:1s and Balanced Scorecard reviews, to support and build colleagues’ skills and capability
  • Inspire, engage and lead colleagues to embrace the Group’s Vision, Values, Behaviours, bringing the brand personality to life and act inclusively, creating an environment where diversity is valued, and where colleagues and customers are treated with dignity and respect
  • Manage risk effectively within the Risk Management Framework including our Policies, Processes, Procedures and Governance to ensure a robust and consistent approach to make the right decisions and do the right thing for our customers
  • Keep up to date with HR processes and business communications, sharing key updates with colleagues regularly and ensuring they have been delivered effectively
  • Drive a culture of effective colleague engagement by valuing the skills and opinions of everyone in your team, helping colleagues to be the best that they can
  • Ensure colleagues are equipped to succeed through the provision of regular training, coaching and mentoring
  • Develop confidence in your team by leading, motivating, developing, coaching and appraising team members consistently
  • Collaborate in your team and across the department to develop and share best practice, identifying continuous improvement and deliver colleague and customer focused initiatives

You must have passion, enthusiasm and commitment to delivering “best in class” customer service and demonstrate ownership of all interactions with customers and colleagues and ensure this culture is embedded within your team. A high degree of accuracy and attention to detail coupled with excellent interpersonal and communication skills is essential.

In return, we'll offer you a competitive package which includes salary, bonus, and generous pension contribution and flex cash to spend on a host of benefits to suit your lifestyle. We have a long track record in flexible working and we’re always open to new ways to improve our people’s work-life balance, therefore open to discussion on working patterns and working hours.