Job Description
Operations Team Manager
Purpose of Role/Job Overview
The Operations / Service Team Manager is responsible for owning and leading broker service delivery across the business.
The role exists to ensure that broker enquiries are handled quickly, consistently, and professionally; phones and inboxes are proactively managed and controlled; broker expectations are clearly set and met; and underwriters are protected from avoidable service interruptions so they can focus on technical underwriting and GWP delivery.
This role does not carry underwriting authority and is not responsible for underwriting decisions, pricing, or risk acceptance.
Key Accountabilities
Own and manage end to end broker service delivery across phone, inbox, and workflow
Ensure inbound calls are answered promptly and in line with agreed service standards
Ensure inboxes are cleared, triaged, and actioned within agreed SLAs
Act as the primary escalation point for broker service issues (non technical)
Set and manage broker expectations around turnaround times
Design and enforce workflows between Operations and Underwriting
Ensure correct triage of enquiries to underwriters only when technical input is required
Lead, coach, and develop the Operations / Service team
Define, monitor, and report on service KPIs
Work closely with Underwriting Managers to ensure clear ownership boundaries
Other Activities, Duties and Responsibilities
Maintain strong working relationships with internal departments
Ensure service activity supports regulatory and governance requirements
Drive continuous improvement initiatives
Demonstrate model behaviours and lead by example
Contribute to wider business activities
