Team Manager

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VN-9777

Permanent

Cardiff

27,100 - 35,000

20 July 2018

We have an exciting opportunity for a Team Manager to join our to join our fast paced and vibrant Customer Sales team in Cardiff. 

People development & leadership:

  • Provide inspirational leadership and management, through motivating, developing, coaching, and empowering people. Address performance issues so that individuals, and the team overall can consistently meet and exceed quality and quantity objectives.
  • Create and maintain a team climate where the enthusiasm and drive of our people is high at all times ensuring that our colleagues are kept informed of all matters that affect or interest them.
  • Identify opportunities to enhance current colleague engagement through the relentless pursuit of improvement opportunities that make colleagues’ lives easier.

Driving business performance:

  • Demonstrate a clear understanding of departmental performance.
  • Manage team resources in real time (and through operational planning), ensuring that our people are available for our customers when they need us.
  • Proactively manage the team around the flow of work, utilising and analysing management information on service, customer satisfaction and individual capability.
  • Set clear performance targets for individuals understanding how these translate into department and business level performance.
  • Be proactive and challenging with ideas to improve business and customer processes to drive cost reduction and/or improve customer experience.
  • Manage the team to work effectively and efficiently so that a cost effective quality service is delivered to the customer with prompt resolution of issues.
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Knowledge and Skills:

PRODUCT, PROCESS & SYSTEMS

  • Knowledge of relevant products sold within Direct Insurance. Ensure that knowledge is acquired and maintained on new product propositions.
  • Comprehensive knowledge of processes within area of responsibility and the impact they may have on other functions.
  • Knowledge of the financial impact processes have both to L&G and to the customer, taking appropriate action as a result.
  • Expert knowledge of appropriate systems utilised across Insurance

COLLEAGUE ENGAGEMENT

  • Work collaboratively with others to build positive working relationships.
  • Understand individual motivators to further support positive interaction and staff satisfaction results.
  • Demonstrate approachability and openness to others.

BUSINESS PERFORMANCE & MARKET AWARENESS

  • Comprehensive understanding of own and team objectives, priorities and constraints.
  • Clear understanding of Insurance objectives and how area performance contributes to them.
  • Collate and record accurate information about process performance and the measures used to determine the success of the area. 
  • Effectively interpret MI to ensure that sound business decisions can be made to improve service and performance.
  • Knowledge of key customer events, competitors and market conditions and how they impact the area.

COMMUNICATION

  • Deliver clear verbal and written communications that support audience understanding.
  • Use appropriate and varied mediums of communication that are suitable to the message.
  • Coach others to improve overall communications within the area.

REGULATORY

  • Understand the impact of regulatory issues and address any process related concerns.
  • Understand the department business resumption plans and implement as necessary.
  • Comprehensive knowledge of complaint processes.

Risk Management:

  •  Manage operational and people risks through OSX controls, and ensure compliance with legal and other regulatory requirements.
  • Manage the team in accordance with the Company’s policies and procedures, including the Partnership Agreement and the Performance Management Framework, so that the team’s business objectives are achieved consistently.
  • Ensure that appropriate systems are in place to demonstrate compliance with all relevant regulations and to support the FCA/PRA Treating Customers Fairly guidelines.
  • Previous Team Manager experience will be required
  • Previous experience within a contact centre environment would be desirable
  • A background in Financial services or Sales environment would be beneficial

Skills

  • Enthusiastic, self-motivated individual who uses their own initiative
  • Takes pride in delivering expected outcomes
  • Ability to thrive in a team environment
  • Effective communication skills
  • Able to understand and interpret a range of MI
  • Embraces, owns and leads change
  • Ability to work in a fast paced environment
  • Open to working flexible shift patterns
  • Problem solving and decision making skills
  • Able to plan and organise their time and workflow

Team Leadership

  • Providing direction, encouragement, support and motivation to team members.
  • Managing individual expectations and performance.
  • Ability to communicate across all levels

Customer Focus

  • Understanding and addressing customer needs within compliance guidelines.
  • Developing and improving customer focused processes within compliance guidelines
  • Putting the customer at the heart of everything that we do

Results Orientation

  • Seeking to improve performance of self, others and processes, to achieve targets.
  • Overcoming obstacles or escalating as appropriate.
  • The ability to provide and understand appropriate MI

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 22 days’ (with potential to rise to 26 days) holiday, discretionary performance related bonuses, paid overtime, a variety of share schemes, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.

For further information, please contact Christine.Mitchell@landg.com

 

About L&G

We take pride in being there for our customers. We help them deal with whatever life has in store and support them in achieving financial security; and that’s thanks to the talented and dedicated people who work with us. For us, ‘social responsibility’ is not just a buzzword. It defines us and runs through everything we do for our customers and as an employer. And working with us, you’ll get a competitive reward package and have the flexibility and autonomy to deliver your personal, business and career goals.

About the business area

At Legal & General Insurance we look after our customers throughout life, death and everything in between so that you know that everything that’s important to you is protected. With over 180 years’ experience in providing Insurance policies, our customers trust us to be there and to do the right thing.

About L&G

We take pride in being there for our customers. We help them deal with whatever life has in store and support them in achieving financial security; and that’s thanks to the talented and dedicated people who work with us. For us, ‘social responsibility’ is not just a buzzword. It defines us and runs through everything we do for our customers and as an employer. And working with us, you’ll get a competitive reward package and have the flexibility and autonomy to deliver your personal, business and career goals.

About the business area

At Legal & General Insurance we look after our customers throughout life, death and everything in between so that you know that everything that’s important to you is protected. With over 180 years’ experience in providing Insurance policies, our customers trust us to be there and to do the right thing.