Job Type:
Permanent
Build a brilliant future with Hiscox
The Operations Trading team provides fast, reliable and accurate service through five key front and back office departments; a range of both business and personal lines insurance. The team is based in the main around our three hubs; York, Colchester and Lisbon. Our ambition is to provide a high quality service delivery which is consistent, dependable and a differentiator from the competition.
As a Operations Trading people leader, you will be responsible for managing a team of Insurance Experts in the customer experience centre to drive world class sales and service to Hiscox Customers. Leading from the front, you will be responsible for building confidence and capability through quality coaching and development. You will create an environment of high energy and commitment where those that you lead demonstrate a ‘can do attitude’ and a willingness to put the customer at the heart of what they do. Your ability to lead, communicate effectively, organise and inspire others should be transferrable regardless of the team so that you are able to provide support across the Operations Trading community. Operations Trading people leaders are responsible for embedding operating principles that help us meet the needs of our customers – ease of doing business and fast reliable turnarounds whether simple queries or complex underwriting.
Successful Team Leaders thrive of delivering great customer outcomes whilst meeting the needs of our people and business. To succeed in this role you will need to be passionate about people, enjoy working in a fast paced environment and be able to demonstrate resilience when managing multiple priorities.
Key responsibilities
1. Manage the work
2. Deliver the numbers through a balanced scorecard
3. Leading your people
Manage the work
4. Managing the workflow for all communication channels and platforms with a critical eye on the status at all times
5. Manage and flex resources throughout the day, week and month in order to achieve the performance objective and SLA’s
6. Act as a point of referral and escalation for customer queries and complex work issues
7. Drive, track, prioritise and capture benefits of process improvement and core system changes
Drive performance
8. Achieve and strive to exceed all performance targets set for the team. Key performance indicators will range across a balanced business scorecard including revenue, service, productivity and quality.
9. Drive First Time Resolution for all customer interactions
10. Meet quality, conduct, regulatory and underwriting standards
11. Embed a culture of performance excellence by advocating and coaching against behavioural frameworks (ART or ELEVATE)
Lead the people:
12. Deliver meaningful coaching and feedback to build sales, service and technical ability
13. Create a culture of ownership where you and those you lead act as if it is your business
14. Develop strong relationships with other teams across our business to ensure collaboration that supports continuous improvement
15. Ensure those you lead have the tools to do the job and receive local and business communications that allow them to feel informed, clear on the goals, strategy and the role they play
16. Take responsibility to deliver courageous conversations around behavioural and performance shortfalls including implementation of performance management
The must haves:
17. Track record of coaching & developing people to achieve their full potential
18. Authentic desire to deliver service excellence, with a customer obsessed mindset
19. Strong organisation and prioritisation skills
20. Resilient, able to manage under pressure and balance team and stakeholder demands
21. Outstanding communication and interpersonal skills combined with a proven track record of relationship management
22. Experience in delivering performance and managing productivity of others
23. Strong influencing, negotiation and leadership skills
24. Solution orientated with the ability to problem solve and drive continuous improvement
25. Proficient in written and spoken English
The nice to haves:
26. Demonstrate capability to ‘challenge convention’ to think of new, innovative solutions and ways to solve problems.
27. Proven experience of leading a high performing team
28. Knowledge and experience of Insurance or Financial Services
29. Good analytical skills and able to analyse complex data with effective decision making in complex business/technical issues
Diversity and flexible working at Hiscox
At Hiscox we care about our people. We hire the best people for the job and we’re committed to diversity and creating a truly inclusive culture, which we believe drives success. We also understand that working life doesn’t always have to be ‘nine to five’ and we support flexible working wherever we can. No promises, but please chat to our resourcing team about the flexibility we could offer for this role.
We’ve introduced new hybrid ways of working to encourage a healthy work life balance.
We anticipate the successful candidate will be in the office up to 3 days per week.
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Work with amazing people and be part of a unique culture