Customer Operations - Team Lead

Le Meas Executive Search have exclusively partnerned with a global insurance provider that specialises in wealth management and insurance-based financial solutions to hire a Team Lead for their Customer Operations team supporting Claims & Policy Servicing.

Reports to: Operations Manager

Key responsibilities:

• Manage team workflow, volumes and service-level performance.
• Ensure excellent service for customers, clients, intermediaries and internal stakeholders.
• Maintain adherence to operational procedures, regulatory requirements and risk controls.
• Identify, log and address operational risks, issues and control failures.
• Monitor customer outcomes, turnaround times, quality and first-point resolution.
• Produce management information and support reporting requirements.
• Drive process improvements that enhance efficiency, reduce customer effort and improve service.
• Support operational projects and business initiatives.
• Lead, coach and develop team members through performance management, training and regular feedback.
• Maintain an effective training plan and promote a collaborative, high-performance culture.

Experience required:

• Previous people-management or team-leadership experience within insurance, financial services, wealth management, claims or policy administration.
• Strong understanding of operational risk, compliance and customer-service delivery in a regulated environment.
• Experience improving processes, service delivery or operational performance.
• Knowledge of AML, data protection, anti-fraud controls and governance requirements is advantageous.
• Strong communication, influencing, decision-making and stakeholder-management skills.
• Ability to manage competing priorities, work to deadlines and maintain close attention to detail.