Team Manager: Private Client Operations Location: Edinburgh (Hybrid: 3 days Office / 2 days Home) Team Size: 14 Account Handlers Package: £50 - £60 K + Benefits The Opportunity: Lead the Engine Room of Private Wealth Our client is a global, employee-owned insurance leader that prioritizes people over policy numbers. We are seeking an operational Team Manager to lead, mentor, and elevate a high-performing team of 14 Private Client Account Handlers in our Edinburgh hub. This isn't a "back-seat" management role. You will be the cultural and technical heartbeat of the team, ensuring that our High-Net-Worth (HNW) clients receive a gold-standard service while fostering an environment where your handlers can thrive, develop, and progress. People Leadership & Coaching * Team Orchestration: Lead and inspire a team of 14 Account Handlers, managing day-to-day workflows to ensure seamless client service. * Talent Development: Conduct regular 1-to-1s and coaching sessions. You will identify training gaps and mentor handlers through their CII qualification journeys. * Performance Management: Set clear KPIs and SMART objectives, ensuring the team stays motivated and aligned with the firm’s "client-first" ethos. * Recruitment & Onboarding: Lead the hiring process for new talent and ensure a best-in-class integration into the team. Operational Excellence * Workflow Management: Oversight of the renewal cycle, mid-term adjustments (MTAs), and new business processing to ensure 100% accuracy and contract certainty. * Service Standards: Monitor call quality and correspondence, reducing abandonment rates and ensuring every HNW interaction is sophisticated and professional. * Compliance Oversight: Act as the first line of defense for FCA and GDPR compliance, ensuring all 14 handlers adhere to strict UK regulatory standards. Strategic Contribution * Process Innovation: Identify "bottlenecks" in the current handling process and implement smarter ways of working. * Retention Strategy: Analyze lapse reports and renewal data to drive industry-leading retention rates across the team’s portfolio. * Stakeholder Collaboration: Build strong internal networks with Brokers and Directors to ensure a unified approach to client wealth management. The Profile * Proven Leadership: Experience managing a team of at least 8–10+ individuals within a UK insurance or financial services environment. * HNW Expertise: A minimum of 7 years’ experience in the insurance market, with a deep understanding of the private client sector. * Qualified Professional: Dip CII certified (working towards ACII) and ideally ILM Level 3/5 certified. * Operational Precision: A data-driven mindset with the ability to manage high volumes of work without compromising on quality. * Communication: The ability to influence, de-escalate complex client issues, and motivate a diverse team. Why Join a Leader? * Employee Ownership: When the company wins, you win. Access to a unique share scheme that puts the business in your hands. * Hybrid Empowerment: A balanced 3:2 hybrid model designed around trust and professional autonomy. * Culture of Bravery: We encourage our managers to try new leadership styles and operational ideas. * Well-being First: Comprehensive benefits including volunteering days, mental health support, and a commitment to work-life harmony. Are you ready to lead 14 of the best handlers in the business? APPLY TODAY! Cowell Recruitment Ltd is an equal opportunities recruitment agency. E&OE