Service Delivery Team Leader

Job Description

Job DescriptionThe Service Delivery (SD) 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 andLisbon. Our ambition is to provide a high quality service delivery which is consistent, dependable and a differentiator from the competition.The roleAs a Service Delivery 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 brokers. Leading from the front, you will be responsible for buildingconfidence 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. Yourability 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 SD community. Service Delivery people leaders are responsible for embedding operating principlesthat 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 demonstrateresilience when managing multiple priorities.Key responsibilities- Manage the work- Deliver the numbers through a balanced scorecard- Leading your peopleManage the work

• Managing the workflow for all communication channels and platforms with a critical eye on the status at all times
• Manage and flex resources throughout the day, week and month in order to achieve the performance objective and SLAs
• Act as a point of referral and escalation for customer queries and complex work issues
• Drive, track, prioritise and capture benefits of process improvement and core system changes

Drive performance

• 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.
• Drive First Time Resolution for all customer interactions
• Meet quality, conduct, regulatory and underwriting standards
• Embed a culture of performance excellence by advocating and coaching against behavioral frameworks (ART or ELEVATE)

Lead the people:

• Deliver meaningful coaching and feedback to build sales, service and technical ability
• Create a culture of ownership where you and those you lead act as if it is your business
• Develop strong relationships with other teams across our business to ensure collaboration that supports continuous improvement
• 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
• Take responsibility to deliver courageous conversations around behavioural and performance shortfalls including implementation of performance management

Job DescriptionThe must haves:

• Track record of coaching & developing people to achieve their full potential
• Authentic desire to deliver service excellence, with a customer obsessed mindset
• Strong organisation and prioritisation skills
• Resilient, able to manage under pressure and balance team and stakeholder demands
• Outstanding communication and interpersonal skills combined with a proven track record of relationship management
• Experience in delivering performance and managing productivity of others
• Strong influencing, negotiation and leadership skills
• Solution orientated with the ability to problem solve and drive continuous improvement
• Proficient in written and spoken English

The nice to haves:

• Demonstrate capability to challenge convention to think of new, innovative solutions and ways to solve problems.
• Proven experience of leading a high performing team
• Knowledge and experience of Insurance or Financial Services
• Good analytical skills and able to analyse complex data with effective decision making in complex business/technical issues

Diversity and flexible working at HiscoxAt Hiscox we care about our people. We hire the best people for the job and were committed to diversity and creating a truly inclusive culture, which we believe drives success. We have learned over recent times that working life doesnt always have to inthe office, and so, we will be introducing a hybrid way of working to encourage a healthy work life balance.We see it as the best of both worlds: structure and sociability on one hand, and independence and flexibility on the other.We also understand that working life doesnt 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. #LI-LP1

Keyskills :
Insurancemanagementcustomer service