IBA Senior Technician

Job description

Summary

Division

Operations

Department

Insurance Broking

Job Title

Team Manager – Insurance Broker Accounts

Reports to

Ops Manager- Specialty Insurance

Grade

Level 5/6

Span of Control

15+ Full Time Employees

Job Purpose

Team lead will have primary responsibility to deliver the services associated within the scope of agreement

Principle Accountabilities

1. Operational Excellence

 Deliver quality by building a knowledge organisation, leading, and guiding teams to build depth and breadth of technical expertise in Insurance Broker Accounting

 Ensure all required parameters for achievement of Service Levels are complied

 Ensure implementation of quality check in place and maintain quality throughout delivery

 Ensure Maximum productivity and cross utilisation of resources

 Manage Escalations and client interactions as and when required

 Responsible for training and knowledge transfer within the business function

2. SLAs Management

 Ensure all required parameters for achievement of Service Levels are complied with

 Provide inputs with to the quality and training teams on various aspects to improve productivity

3. Employee Engagement

Set standards for people excellence and create strategies for development of people and process knowledge

Relationships

Subordinates

 Day to day interaction with team members to review and provide guidance on exceptions

 Weekly interactions with line management to review BAU

Others

Within the company:

 Collaborate with operation managers to identify improvement opportunities and manage escalations