Service Delivery Team Leader

1 week ago

York, United Kingdom Hiscox Full time

Job Type:
Permanent

Build a brilliant future with Hiscox

The Service Delivery Team

The Service Delivery (SD) team provides fast, reliable and accurate service through five key front and back office departments; PSC Broker Service, APC Service, Direct Commercial Service, Finance Operations and the UK Service Centre. The team is based in York. Our ambition is to provide a high quality service delivery which is consistent, dependable and a differentiator from the competition.

The role

As a Service Delivery people leader, you will be responsible for managing the work and driving performance through those that you lead. 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 SD community. Service Delivery 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.

What you’ll be doing:

- Managing the work
- Deliver the numbers through a balanced scorecard
- Leading your people.

Manage the work
- Manage 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 SLA’s
- 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

Our 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

Our 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 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 have also learned over the past few years that working life doesn’t always have to be in the office, and now it is safe to do so we have introduced hybrid working to encourage a healthy work life balance.

This hybrid working model is set by the team rather than the business to enable you to manage your own personal work-life balance

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