Job Description
Role Purpose
Leads a team of Operations Specialists delivering accurate, timely commercial policy administration for onshore brokers, intermediaries, and distribution partners. Responsible for day-to-day performance management, coaching, and operational execution to ensure SLA, quality, and compliance targets are consistently met.
Acts as the first point of escalation for processing issues and stakeholder queries. Supports the Operations Manager in capacity planning, reporting, and continuous improvement initiatives.
Key Responsibilities
- Service Delivery and Performance
- Manage daily work allocation, prioritisation, and workflow across the team to meet SLA and quality targets.
- Monitor individual and team performance through dashboards, huddles, and structured reviews.
- Identify and escalate risks, bottlenecks, or emerging issues to the Operations Manager with recommended actions.
- Ensure cross-coverage and contingency plans are in place to maintain continuity.
- People Leadership and Development
- Coach and develop Operations Specialists through regular one-on-ones (minimum weekly), feedback, and targeted development plans.
- Drive accountability for individual performance, attendance, and conduct standards.
- Recognise high performance and foster a positive, engaged team environment.
- Support hiring, onboarding, and training of new team members in collaboration with the Operations Manager.
- Identify cross-training and upskilling opportunities to build team capability and flexibility.
- Stakeholder and Broker Servicing
- Serve as the first escalation point for processing queries from Operations, Underwriting, and distribution partners.
- Ensure proactive, accurate communication with brokers and partners to reduce rework and escalations.
- Reinforce a service-first mindset focused on accuracy, ownership, and responsiveness.
- Quality and Compliance
- Oversee team output for adherence to quality guidelines, internal controls, and regulatory requirements.
- Partner with Quality Analysts to address error trends, root causes, and remediation actions.
- Ensure team members maintain up-to-date knowledge of process and policy changes.
- Reporting and Continuous Improvement
- Provide weekly and monthly reporting on team performance, capacity, challenges, and improvement opportunities.
- Run daily morning huddles to align the team on priorities, share updates, and address emerging issues.
- Use performance data and trend analysis to identify opportunities to improve team productivity and quality outcomes.
- Collaborate with the Commercial Trainer and Quality Analysts to align on gaps and drive improvements.
- Recommend and drive at least two continuous improvement initiatives annually.
- Contribute to standardisation, automation, and best-practice sharing across commercial operations.
Performance Indicators
- SLA and turnaround achievement
- Operational accuracy and quality scores
- Team productivity per FTE
- Employee engagement and retention
- Continuous improvement initiatives delivered
Experience And Skills
- Minimum 5 years experience in insurance operations, with at least 2 years in a team leadership or supervisory role.
- Sound knowledge of commercial insurance policy administration and broker servicing.
- Demonstrated ability to coach, develop, and manage team performance.
- Strong organisational and prioritisation skills with attention to detail.
- Clear communicator with the ability to manage stakeholder expectations.
- Experience working in a shared-services or regional delivery environment is preferred.
- Possession of relevant Commercial GI certifications is desirable. Where not yet attained, candidates will receive training and support, with certification required within the designated timeframe.
