To lead, manage and motivate a highly effective team. You will be responsible for achieving business deliverables in addition to maximising the performance of the team. The provision of excellence in customer service through adherence to company procedures and regulatory requirements.
Responsibilities:
- To role model PIB desired behaviours to lead, manage and motivate the team you are responsible for ensuring achievement and performance to KPI targets.
- To be the point of contact for all management, product and policy queries and ensure any referral is resolved within agreed SLA.
- Work with Team Leaders across the Business Unit to conduct daily, weekly, monthly team meetings to ensure business objectives are cascaded to team and performance is on track.
- Ensure all team members have a performance development plan in place and manage/support performance issues to ensure all team members are delivering to achieve business targets.
- To ensure technical competence within the team is managed and maintained in accordance with T&C framework.
- To challenge current process and provide solutions for improvement and customer service delivery in accordance with Consumer Duty requirements.
- Ensure all statutory and company regulations are adhered to and managed in accordance with PIB Procedures
- To develop communication channels to ensure all team members have clear weekly and monthly targets and daily workload priorities are clear.
- Conduct monthly 1:1s and annual appraisals with your team ensuring that the team have SMART objectives set aligned to the business strategy.
- To provide constructive feedback at all times in order to support the development and growth of the team's capabilities.
- To ensure cohesion between Support Team and the Underwriting Teams.
- To support and cooperate effectively with all Operations Teams to achieve business success.
- Responsible for delivery to SLAs, workflow management and service tiering.
- To be accountable for team performance, motivation and growth, through effective performance management processes, retention and employee development.
- To set, meet and deliver business targets in your designated area of responsibility.
- Analyse and interpret MI
- Respond to Complaints and Compliance issues through conducting root cause analysis.
- Identify appropriate training and self-development needs to ensure product and procedure knowledge are up to date.
- To promote and demonstrate regulatory awareness and understanding in accordance with Training and Competency requirements, working to exceed minimum T&C competency levels
Knowledge & Experience:
- Minimum 5 GCSE, Grades A-C including English and Maths.
- Proven experience of managing people, preferably within a Regulatory environment.
- Minimum Certification Cii qualification, or commitment to work towards the qualification (Desirable but not essential).
- Experience of working within a Regulated FCA environment (Desirable but not essential).
- Ability to demonstrate a working knowledge of product wordings and wider market products (Desirable but not essential).
- Understanding of the FCA T&C role and importance of Compliance within regulated industry (Desirable but not essential).
Skills:
- Capable of creating and developing a highly effective Service Team.
- Ability to prioritise and manage your team's workload on a daily, weekly monthly basis and delegate where required.
- Ability to communicate and negotiate in a pressured environment.
- Develops and engages employees for succession and leadership roles and manages poor performance when required.
- Computer Literate and able to work on new systems to record and produce accurate MI.
Further information
As well as a competitive salary we offer the following benefits -
- Competitive holiday allowance with the annual option to buy additional days
- Death in Service benefit of x4 salary
- Company pension scheme
- Enhanced maternity and paternity leave packages
- A flexible benefits package which allows you to add additional benefits to your overall package
- Our benefits portal offers discounts on technology & electronics, cinemas, restaurants, days out, mortgage advice, travel and many more
- Referral schemes
- Discounted rates on PIB products
- We offer a first-class employee benefits and welfare package to support our employees with financial management, cycle to work scheme, counselling support, health screening, will writing, menopause support, books, stopping smoking and much more
- If supporting the local community, engaging with charities and having the opportunity to ‘give something back' interests you, you have the opportunity to take an extra day to support this with a Volunteering day.
- We also offer a wide range of discounts including a kids pass – giving you discount to over 4500 attractions and activities, discounts at hairdressers and beauticians, climate change projects with lots of other options to choose
- PIB has a comprehensive learning & development framework, including professional study options and apprenticeships which are available to all employees, and which will support your career development
We are proud of our success and growth and have been recognised for many industry awards across our business. If you wish to work for a company that truly puts people at the heart of their organisation, then we would love to hear from you. PIB operates a flexible working policy, and our management teams will talk to you about how that would meet both your flexible working needs and those of the business and role you are applying for. We would love to hear from you if you want to hear more about opportunities in PIB.
We are an equal opportunities employer, committed to hiring a diverse and inclusive workforce. We do not discriminate on the basis of race, colour, gender, religion, disability, age, sexual orientation or any other characteristic protected by law.
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