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Technical Manager
2 months ago
About the Role
We are seeking a highly skilled and experienced Technical Manager to join our team at Amwins Global Risks. As a Technical Manager, you will play a key role in driving the success of our business by leading a team of technical professionals and ensuring the delivery of high-quality services to our clients.
Key Responsibilities
- Leadership
- Set clear objectives and priorities for your team, aligned with the business goals and vision of Amwins Global Risks.
- Maintain effective working relationships with other functions within the organization to ensure aligned communication and culture.
- Work with the management team to foster a 'one team' culture, focusing on results and client service through performance and resilience.
- Support, advise, and provide specialist guidance and technical support to team members on any issues or development opportunities, acting as a mentor/coach.
- Take a prominent role in recruitment for your team, conducting interviews where necessary, agreeing on the selection of new team members, and facilitating the onboarding of new colleagues.
- Use pertinent management information to monitor, review, and evaluate the performance of individuals and the team.
- Delegate responsibilities and decisions to empower people and teams.
- Be responsible for the performance of your team, acting as a first point of escalation.
- Assist the Operations Manager and provide a point of reference in their absence, including within any strategic or stakeholder groups.
- Maintain a professional attitude towards the team, always being visibly supportive of the decisions of the management team.
- Lead by example, filtering down through the whole management team to support the company culture.
- Relationship Management
- Build and maintain strong and effective relationships with key internal and external stakeholders, ensuring business trust in the team.
- Continuous Improvement
- Contribute to the management of the team and the development of strategy, policy, procedures, and practice, working to ensure consistency and alignment.
- Help drive the implementation of initiatives to improve the team service and offering, to enable business growth.
- Debate and agree, with the management team, process improvement projects and technical training requirements identified by the Technical Forum.
- Work with the Operations Manager to obtain data and supporting information to make cases for change projects with the Head of Client Services.
- Lead and/or contribute to a range of projects, as required.
- Conduct root cause and data-based analysis on any issues within the team to identify and implement potential solutions.
- Identify individual training needs and develop and implement the required training to educate team members.
- Service Delivery
- Be responsible within the team for ensuring that Amwins Global Risks is the service provider of choice for internal and external clients.
- Analyze regular management information to track service delivery, identifying ways to improve service with the management team.
- Be responsible for achieving standards set within Service Level Agreements (SLAs), reviewing them regularly with the Operations Manager to determine their appropriateness.
- Identify and implement any solutions to issues and problems with the service provided in the team, working to minimize any E&O risk.
- Resource Management
- Work with the Operations Manager, Head of Client Services, and Planning & Performance Manager to review performance, forecasts, and to ensure appropriate resourcing recommendations are made.
- Set team member objectives and assign ad hoc tasks as may be necessary.
- Ensure work coming into the team is triaged effectively and allocated appropriately based on staff availability and workload.
- Monitor team workloads, productivity, and quality of work. Analyze and realign team resources effectively dependent upon demand and seasonal trends.
- Coordinate required resources needed for ad hoc projects, managing delivery expectations with the Operations Manager.
- Be accountable for productivity and quality of work in the team.
- People Management
- Conduct regular 1:1 meetings and quarterly Talk Time Check-In meetings with team members and deal with issues to facilitate and improve performance.
- Coach team members and identify development opportunities, working with team members and the CST management team to facilitate development and maximize team members' potential.
- Manage and monitor absence and holiday requests.
- Address unsatisfactory performance and problem behavior in line with Company policies and procedures.
- Give timely and constructive performance feedback, intervening early and decisively when identifying any potential performance issues.
- Assist with the formal and informal development of team members to develop knowledge and promote cross-skilling.
- Deputize in the absence of the Operations Manager and provide advice and support on an ad hoc basis.
- Arrange and implement focused team meetings.
- Technical
- Have your own technical case load, working at Expert Technician level or higher.
- Produce and analyze regular and timely management information.
- It is understood that expertise in the technical function can be called upon by any team/resource within the Cheltenham operation.
- Awareness of IBA and broking processes.
Requirements
- Technical, system, and communication knowledge required to operate at an Expert Technician level.
- Aptitude and appetite for people management.
- Commit to being in the office at least 3 days per week.
- Excellent interpersonal and communication skills, both written and verbal.
- Strong attention to detail and a high level of accuracy.
- CII Certificate qualified, Diploma preferable (in lieu of appropriate relevant technical experience).
