Purpose of Role/Job Overview The Operations / Service Team Manager is responsible for owning and leading broker service delivery across the business. The role exists to ensure that broker enquiries are handled quickly, consistently, and professionally; phones and inboxes are proactively managed and controlled; broker expectations are clearly set and met; and underwriters are protected from avoidable service interruptions so they can focus on technical underwriting and GWP delivery. This role does not carry underwriting authority and is not responsible for underwriting decisions, pricing, or risk acceptance. Key Accountabilities

Own and manage end to end broker service delivery across phone, inbox, and workflow Ensure inbound calls are answered promptly and in line with agreed service standards Ensure inboxes are cleared, triaged, and actioned within agreed SLAs Act as the primary escalation point for broker service issues (non technical) Set and manage broker expectations around turnaround times Design and enforce workflows between Operations and Underwriting Ensure correct triage of enquiries to underwriters only when technical input is required Lead, coach, and develop the Operations / Service team Define, monitor, and report on service KPIs Work closely with Underwriting Managers to ensure clear ownership boundaries

Other Activities, Duties and Responsibilities

Maintain strong working relationships with internal departments Ensure service activity supports regulatory and governance requirements Drive continuous improvement initiatives Demonstrate model behaviours and lead by example Contribute to wider business activities

#J-18808-Ljbffr