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National Intermediary Services (NIS) Team Leader


National Intermediary Services (NIS) Team Leader
Location: Ryon Hill Park, Stratford-Upon-Avon
Salary & Package: £37,000 to £48,000 depending on experience + 17.5% bonus potential, contributory pension scheme (company contribution up to 12%) health and wellbeing plan, 25 days holiday per annum plus bank holidays (additional holiday purchase scheme), employee discounts and other offers. Working Hours: Monday to Friday / 09:00 to 17:00.

The Company

One of the UK’s leading general insurance and financial services companies, NFU Mutual has been meeting our customers’ needs for over 100 years.  Our employees are important to us.  We empower and inspire them to perform, offer opportunities to grow and we recognise and reward their contribution.  They are proud to work for a company that respects them and broader communities, and they trust us to be financially sustainable, so we are successful now, and in the future.  Our National Intermediary Services (NIS) division provides a facility for our Customers to obtain cover for products or risks that NFU Mutual does not write by placing them in the external insurance market through our chosen providers.

The Opportunity

Reporting into the NIS Operations Manager you lead, manage, motivate and develop a team of up to ten direct reports to deliver first class customer service and fair outcomes for members whilst meeting Service Level Agreements, operational objectives and regulatory requirements.

Our NIS department has recently gone through a period of significant growth and will continue to do so making this an exciting time to join the team. As our business continues to grow so do our career opportunities and we have an excellent track record of internal promotions, one of the many reasons we have been awarded the Gallup Great Workplace Award 2019 for the fourth year in a row.

Key Responsibilities

  • Lead, manage, recruit, coach, and develop a competent and engaged team so that they know what’s expected, are able to fulfil their potential, and have the skills and behaviours required to deliver a first-class service to our agents and their customers.
  • Plan, prioritise, communicate and monitor performance targets and objectives designed to deliver the requirements of the operational plan including tolerance of WIP and delivery of a consistent and first class customer service in line with SLAs.
  • Monitor and improve internal, supplier and agency workflow, operational processes and performance in order to fully realise quality improvements and efficiency gains for all stakeholders and support NIS objectives.
  • Influence and contribute to the definition and delivery of the medium to long term NIS supplier strategy planning and agent user experience including telephony, supplier web based portals and websites.
  • Build, facilitate and maintain effective working relationships with and between team members, Senior Technicians, Agents, NFUM departments, members and preferred partners to ensure the effective achievement of objectives and service to customers.
  • In collaboration with Senior Technicians, audit and monitor the application of policies, procedures and processes, manage risks and issues and supervise/investigate complaints and breaches, in line with NFUM standards to ensure compliance with regulatory requirements.
  • Lead, manage and support the development and implementation of improvements and changes to processes, procedures and practices to ensure efficiency and customer service improvements and benefits are fully realised.
  • Devise, implement and maintain a robust structure to monitor and develop a practice to ensure consistency within the Sales & Service teams.
  • Analyse, interpret, report and act on performance data and other management information to ensure quality of service is maximised and that trends, risks, issues and opportunities are identified and managed.
  • Deliver short-term and one off projects and activities as required by and to the outcomes and standards agreed with your Line Manager.

About You

An experienced manager you will be confident in leading your team through a growing and therefore every changing business. Resilience and adaptability are crucial.

You will be able to demonstrate experience of building and maintaining effective working relationships and identifying and successfully implementing improvements to processes, practices or policies desirable.

It is essential your background is from a large corporate insurer or broker combined with knowledge of a wide range of commercial insurance product lines.

Ideally ACII qualified

Get directions

Stratford-upon-Avon, Stratford-upon-Avon, England, Warwickshire, CV37, United Kingdom

  • Ad ID:  15001373
  • Ad Type:  Offered
  • Posted on:  16/07/2020, 02:56
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