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 upscale risks, bottlenecks, or emerging issues to the Operations Manager with recommended actions.
• Ensure cross‑c...