Team Manager - General Insurance Operations - Secondment

Team Manager – General Insurance Operations (Secondment)

Location: Leeds | Salary: £33,204 – £45,435 (depending on experience) | Hours: Full‑time, 35 hrs per week (hybrid – minimum 40 % onsite)

About the role

We’re looking for a Team Manager to lead and develop a team of frontline colleagues to deliver great customer outcomes while meeting service, quality, risk and performance standards.

Responsibilities

• Lead day‑to‑day operational performance – service, quality, productivity, adherence and absence
• Use data and insight to identify trends, manage risks and drive improvement
• Coach and develop colleagues through regular 1:1s, side‑by‑side support and feedback
• Promote wellbeing, inclusion and engagement within your team
• Ensure compliance with policies, processes and regulatory requirements
• Handle escalations and complaints to achieve fair customer outcomes
• Communicate changes clearly and lead team huddles and meetings
• Support change initiatives, continuous improvement and new ways of working
• Contribute to recruitment, onboarding and capability building

Essential Qualifications

• Experience leading teams in a fast‑paced, customer‑focused environment
• Strong coaching skills with evidence of improving performance
• Ability to interpret performance and quality data
• Knowledge of compliance, conduct risk and customer outcomes
• Confident communication and decision‑making skills
• Experience of culture‑positive driven activities

Desirable Qualifications

• Experience in financial services, regulated operations or contact centres
• Involvement in change or continuous improvement activity
• Experience supporting recruitment or colleague development

Benefits

• A generous pension contribution of up to 15%
• An annual performance‑related bonus
• Share schemes including free shares
• Discounted shopping, 24 days holiday with bank holidays on top
• Range of wellbeing initiatives (including private medical)
• Generous parental leave policies

Inclusive Employment

We’re committed to creating an inclusive workplace and offer flexible working arrangements. If you have a disability, you can apply via our Disability Confident Scheme and receive workplace adjustments where reasonable.