Policy Insurance Team Lead is responsible for leading the day-to-day operations of the Group's policy servicing function. This role partners with the Operations Lead to implement operational structures that align with the company's strategic objectives. The Team Lead provides leadership, ensures operational efficiency, and drives staff development while maintaining high standards of accuracy and compliance.
Key Responsibilities
Strategic & Operational Leadership
- Work closely with the QA Lead to translate the company's strategic direction into actionable operational plans.
- Oversee the implementation of operational objectives to meet business goals and service-level agreements (SLAs).
- Participate in the development of plans, goals, and targets in line with the company's strategic objectives.
Team Management & Development
- Provide daily leadership to the operations team, facilitating work processes to achieve high performance standards.
- Ensure team proficiency and adherence to company processes and guidelines.
- Monitor staff performance, provide regular feedback, and deliver coaching or training where needed.
- Assist in designing and implementing staff development programs.
- Manage attendance, leave requests, and staff disciplinary matters as required.
Communication & Coordination
- Conduct regular daily and weekly team meetings; document key discussion points and actions.
- Ensure items raised in meetings are escalated to the appropriate stakeholders and updates are communicated back to the team.
- Act as the primary point of contact for internal staff and serve as the liaison for all employee-related communications.
Risk & Compliance Oversight
- Monitor access to files and systems to identify and address any potential red flags or risks.
- Ensure strict adherence to operational standards, with any deviations signed off by the appropriate authority.
- Maintain accountability for the accuracy of work and compliance with all company processes.
Performance & Service Delivery
- Oversee daily operations to ensure smooth workflow and timely delivery of services.
- Ensure the team consistently meets SLA timeframes and service targets.
- Collaborate with the Accounts team to resolve payment discrepancies, assist with financial reconciliations, and ensure alignment with policy schedules.
Skills & Qualifications
- Bachelor's degree in Business, Operations, or a related field (or equivalent experience).
- Minimum 5 years experience in operations or team management, preferably within financial services or insurance.
- Strong understanding of operational processes and systems.
- Excellent leadership, communication, and interpersonal skills.
- Strong problem-solving and analytical abilities.
- Proficient in Microsoft Office Suite and other relevant software applications.
- Ability to work independently as well as collaboratively within a team environment.
Key Attributes
- Strong organisational and time-management skills.
- High attention to detail and commitment to accuracy.
- Proactive, with the ability to anticipate and address operational challenges.
- Professional and approachable, fostering a positive team culture.
