Job Description
Job Title Technical Manager
Division Client Services
Reports To Operations Manager
Location Cheltenham
Website www.amwinsglobalrisks.com
Amwins Global Risks
At Amwins Global Risks, we succeed together. We’re not ‘just another London broker’ placing risks and signing contracts. We’re forging relationships that are built to last. With over 700 employees around the world and a global footprint across more than 150 countries, we’ve cemented our place as a top 10 contributor to Lloyd’s.
Insurance is a relationship-based business, and achieving success means hiring the best talent in the industry. When you join us, we will encourage and support your professional and personal development as we invest in you and your learning to help you succeed and grow.
We believe in a flat organisational structure that prizes expertise and relationships equally. We’ve built a workplace where talent, collaboration and inclusivity are valued, and our commitment to diversity, equity and inclusion helps cultivate an open, welcoming workplace where everyone who works with us can be themselves.
Introduction
Responsible for realising the CST vision in own team. Accountable for service delivery across team continually reviewing technical processes and implementing improvements where necessary. Co-ordinate work activities with other teams with a focus on providing an effective processing service to internal and external customers. Act as a senior technical escalation point within the CST office and as first line manager and primary contact for Apprentices, Technicians and Account Handlers.
Responsibilities
Leadership
- Set objectives and priorities within team, agreed with Operations Manager, ensuring they are aligned with the business goals
- Maintain effective working relationship with management of other functions in Cheltenham to ensure aligned communication and culture
- Work with management team to ensure 'one team' culture is lived every day with a focus on results and client service through performance and resilience
- Work with management team to ensure that progression framework is interpreted and implemented consistently, maximising colleague potential
- Support, advise and provide specialist guidance and technical support to team members on any issues or development opportunities, acting as a mentor/coach
- Take prominent role in recruitment for team, conducting interviews where necessary, agreeing selection of new team members, and facilitating CST onboarding of new colleagues
- Use pertinent MI to monitor, review and evaluate the performance of individuals and the team
- Delegate responsibilities and decisions to help empower people and teams
- Responsible for performance of team, acting as a first point of escalation
- Assist Operations Manager and provide a point of reference in their absence, including within any strategic or stakeholder groups
- Maintain a professional attitude towards the team, always being visibly supportive of the decisions of the management team
- Lead by example filtering down through whole management team to support CST culture
Relationship Management
- Build and maintain strong and effective relationships with key internal and external stakeholders, ensuring business trust in CST
Continuous Improvement
- Contribute to management of CST and development of strategy, policy, procedures and practice, working to ensure consistency and alignment
- Help to drive implementation of initiatives to improve CST service, and offering, to help enable business growth
- Debate and agree, with management team, process improvement projects and technical training requirements identified by Technical Forum
- Work with Operations Manager to obtain data and supporting information to make cases for change projects with Head of Client Services
- Lead and/or contribute to a range of projects, as required
- Conduct root cause and data-based analysis on any issues within team to identify and implement potential solutions
- Identify individual training needs and develop and implement the required training to educate team members
Service Delivery
- Responsible within team for ensuring CST are service provider of choice for internal and external clients
- Analyse regular management information to track service delivery, identifying ways to improve service with management team
- Responsible for achieving standards set within Service Level Agreements (SLAs), reviewing them regularly with Operations Manager to determine their appropriateness
- Identify and implement any solutions to issues and problems with the service provided in team, working to minimise any E&O risk
Resource Management
- Work with Operations Manager, Head of Client Services, and Planning & Performance Manager to review performance, forecasts, and to ensure appropriate resourcing recommendations are made
- Set team member objectives and assign ad hoc tasks as may be necessary
- Ensure work coming into the team is triaged effectively and allocated appropriately based on staff availability and workload
- Monitor team workloads, productivity and quality of work. Analyse and realign team resources effectively dependent upon demand and seasonal trends
- Co-ordinate required resources needed for ad hoc projects, managing delivery expectations with Operations Manager
- Accountable for productivity and quality of work in team
People Management
- Conduct regular 1:1 meetings and quarterly Talk Time Check-In meetings with team members and deal with issues to facilitate and improve performance
- Coach team members and identify development opportunities, working with team members and CST management team to facilitate development and maximise team members’ potential
- Manage and monitor absence and holiday requests
- Address unsatisfactory performance and problem behaviour in line with Company policies and procedures
- Give timely and constructive performance feedback, intervening early and decisively when identifying any potential performance issues
- Assist with the formal and informal development of team members to develop knowledge and promote cross skilling
- Deputise in the absence of Operations Manager and provide advice and support on ad hoc basis
- Arrange and implement focused team meetings
Technical
- Has own technical case load, working at Expert Technician level or higher
- Produce and analyse regular and timely management information
- It is understood that expertise in the technical function can be called upon by any team/resource within the Cheltenham operation
- Awareness of IBA and broking processes
Requirements
- Technical, system and communication knowledge required to operate at an Expert Technician level
- Aptitude and appetite for people management
- Commit to be in the office at least 3 days per week
- Excellent interpersonal and communication skills, both written and verbal
- Strong attention to detail and a high level of accuracy
- CII Certificate qualified, Diploma preferable (in lieu of appropriate relevant technical experience)