Implementation Support Team Leader
1. Lead and develop a team supporting the successful deployment of the PolicyCenter system.
2. Play a key role in policy migration, user adoption and operational readiness
3. 80% Hybrid working from either Stratford Upon Avon or one of our regional offices including York, Bristol, Belfast or Glasgow
About the role
We have an exciting opportunity for a BRIDGE+ Implementation Support Team Leader to lead a team responsible for supporting the deployment and embedding of PolicyCenter across NFU Mutual. This role is central to ensuring that the system is effectively implemented through pilot activity, policy migration and end-user support across the business and Agency Network. BRIDGE+ is an exciting programme of work which is delivering policy sales, service, underwriting and digital solutions.
Reporting to the BRIDGE+ Service Delivery & Underwriting Lead, you’ll combine people leadership with operational delivery, designing and leading the day-to-day support activity that underpins a successful deployment. You’ll ensure that customers and colleagues receive first-class service, fair outcomes are delivered for members, and that service level agreements, operational objectives and regulatory requirements are consistently met.
This role offers a great opportunity to lead through change, work closely with a wide range of stakeholders, and contribute directly to a major transformation programme.
What you’ll be doing
4. Lead, manage, recruit, coach and develop a high-performing support team, ensuring clear expectations, engagement and capability to deliver excellent service.
5. Plan, prioritise and monitor team activity in line with the BRIDGE+ deployment and migration plan, ensuring a consistent and seamless customer experience.
6. Build and maintain strong working relationships across BRIDGE+ workstreams, Agents, Mutual Direct, Regional Underwriting and Group IT.
7. Oversee the application of policies, procedures and controls in collaboration with BAU governance teams, ensuring compliance with NFU Mutual standards and regulatory requirements.
8. Manage risks, issues, complaints and breaches effectively, escalating where appropriate.
9. Use management information and adoption metrics to assess demand, effectiveness and solution uptake, implementing improvements where needed.
10. Support the realisation of customer and business case benefits through effective operational support and continuous improvement.
11. Deliver short-term and one-off projects or activities aligned to agreed outcomes and priorities.
(Internally, this role is called BRIDGE+ Implementation Support Team Leader)
About you
You’ll be an experienced people leader with a strong operational mindset and a passion for delivering high-quality service during periods of change. You’ll be confident working across teams and functions, balancing customer experience, regulatory requirements and delivery objectives.
You’ll also bring:
12. Proven experience leading people in a line or matrix management environment
13. Strong planning, prioritisation and performance management skills
14. The ability to build effective working relationships with a wide range of stakeholders
15. Experience supporting operational delivery, change or project activity
16. A collaborative, coaching-led leadership style
17. Knowledge of general insurance principles, processes or underwriting environments (desirable)
At NFU Mutual, we support an inclusive workplace and value all the differences that make us unique. We celebrate the creativity and innovation that comes from diverse perspectives and experiences and share a common vision of doing the right thing for our customers and employees.
We recognise that some candidates may experience barriers during the recruitment process. So, we encourage candidates to discuss any adjustments or accommodations they need to be the best they can be throughout our recruitment process.
We're proud to be a Disability Confident Employer, a Race at Work and Women in Finance Charter signatory and welcome applications from people of all backgrounds, regardless of age, ethnicity, disability, neurodiversity, gender, religion, marital status, sexual orientation, or socioeconomic background.
Benefits and Rewards
18. £43,550 - £50,000 depending on experience
19. Annual bonus (up to 17.5% of salary)
20. Contributory pension scheme, up to 20%, including your 8% contribution
21. 25 days annual leave + bank holidays + buy/sell/save holiday trading scheme
22. A Family Friendly policy that helps you balance your work and family responsibilities
23. Access to savings at High Street brands, travel and supermarkets
24. £20 contribution to a monthly gym membership – subject to T&Cs
25. Health and wellbeing plan - cashback for dentist, opticians, physio and more
26. Access to voluntary benefits, including health assessments, private medical insurance and dental insurance
27. Employee Volunteering - volunteer in the community for one day each year
28. Unlimited access to Refer a Friend £500 bonus scheme
29. Life Assurance cover of 4 x salary
30. Employee discounts of 15% on a range of NFU Mutual insurance policies.
31. Salary sacrifice employee car scheme - subject to eligibility
Working at NFU Mutual
We’re one of the UK’s leading general insurance and financial services companies. For over 110 years we’ve put our customers at the heart of everything we do. Our people are just as important to us.
We pride ourselves on being “a great place to work” and our Gallup Exceptional Workplace 2025 award was not only awarded with Distinction but also named us as the first UK-based company to receive a Gallup Exceptional Workplace for ten years in a row. We are also the only Insurer to feature in the LinkedIn Top 15 Companies 2025 list of ‘Best midsize employers to grow your career in the UK’, the Glassdoor Best Places to Work UK List 2023 and 2024, and were recognised as a certified UK Top Employer by the Top Employers Institute in 2023, 2024 and 2025.
We offer a supportive culture where we empower and inspire our people to perform, offer them opportunities to grow, and recognise and reward their contribution. Our people are proud to work for a company that respects them and their communities, and they trust us to be financially sustainable, so we are successful now and in the future.