Job Description
We are partnering exclusively with our client based in the Preston area in their search for a People, Performance and Operations Manager. In this position you will play a pivotal role in driving the people strategy, developing a high-performing culture and ensuring that the team consistently deliver outstanding service and sales results in a regulated environment.
My client is looking for a dynamic and people-focused leader who will work closely with the leadership team to ensure the people, processes and performance frameworks fully support the commercial objectives and uphold the companies internal standards.
Below is a breakdown of the roles and responsibilities:
People Leadership & Culture:
* Lead, motivate and develop the team to ensure high performance, engagement and clarity of expectations
* Coach, mentor and influence individuals to support ongoing skills development and behavioural excellence
* Manage well being, attendance, resourcing and day-to-day HR matters to ensure the team is supported and the office is effectively staffed
* Foster a positive, collaborative and inclusive workplace culture, ensuring consistent application of policies and fair handling of conflict or concerns
Performance Management:
* Develop and embed the existing performance framework, ensuring clear objectives, KPI’s and behavioural standards for all team members
* Monitor performance metrics, analyse trends and provide timely, constructive feedback
* Manage poor performance confidently and effectively
Sales & Service Performance:
* Support in reviewing individual and team performance across service quality, new business, cross-sell and retention
* Coach the team to identify opportunities, build trusted client relationships and deliver consistently high customer experiences
Recruitment, Training & Development:
* Oversee full recruitment cycles: advertising, sourcing, interviewing, assessments and onboarding
* Identify training needs and coordinate development activity
* Work closely with Supervisors to ensure regulatory competence is monitored and maintained
* Promote a culture of continuous learning, progression and professional development
Quality, Compliance & Reporting:
* Oversee adherence to company procedures and regulatory requirements, ensuring customer interests are protected
* Complete internal audits, spot checks and quality controls to ensure accuracy and compliance
* Support complaints handling and use insights to drive service improvements
* Produce accurate weekly reporting for the leadership team
Operations & Process Improvement:
* Streamline processes, champion best practice and drive operational efficiency
* Oversee renewal processes to ensure regulatory requirements and service standards are met
* Support operational delivery across renewals, claims, compliance checks and audits
* Maintain CRM accuracy, ensuring the sales pipeline and client records are up to date and fully compliant
* Oversee office operations, ensuring a safe, compliant and productive working environment
The ideal candidate for this role will be a strong People Manager, with a track record of coaching, motivating and developing successful teams, as well as being able to demonstrate strong communication skills, an excellent commercial awareness and high attention to detail.
If you have gained this experience within a regulated industry such as insurance or financial services this is desirable, but not essential.
Please send your CV for immediate consideration.