Role: Service Delivery Team Leader Location: Flexible - RemoteThe Service Delivery team play a key role in the future of client service delivery at PIB, underpinning the service excellence PIB require for our clients and ensuring accuracy for insurers, clients, and data integrity. The Service Delivery Team Leader will work as part of the PIB management team to lead a team of remote Service Delivery Handlers providing support and assistance to the Account Handlers with their day-to-day client service and account broking.You will drive the performance of the Service Delivery Handlers, whilst ensuring staff engagement and delivering solutions to problems. You will be responsible for ensuring outstanding customer service through coaching and developing of the team, while helping to drive continual process improvement. Key Responsibilities Effectively distribute tasks managing constraints to maximise capacity. Ensure work requests are completed within service level agreements, enabling the successful placement of commercial lines business. Liaise with the Specialty Service Delivery Manager and management teams on service KPIs. Utilise reporting and analyse data to maintain a clear oversight of workflow and capacity. Monitor and report regularly on Process performance, successes and plans for improvement. Regularly review and identify development needs, working with the Process & Technical lead to ensure training plans are in place and appropriate coaching is available to enable team members to be fully effective in their roles and support career development. To work with the Process & Technical Lead and team managers to calculate capacity and develop strategies to manage workflow across the division, maximising resource and managing constraints. Support QA in identifying root causes of issues including E&Os, breaches and complaints ensuring they are addressed through process monitoring and training where necessary. Support the Specialty Service Delivery Manager with Operational Processes and Reports distributed across stakeholders. Support colleagues across the business to identify and maximise opportunities for growth. Lead your team to deliver services to the Account Handler community, adhering to Group policies, procedures and all regulatory requirements whilst meeting service standards. Support continuous improvement by providing recommendations where appropriate to the Operations team and support initiatives as PIB evolves in a changing industry. Role Requirements Organised with the ability to prioritise and allocate workloads across your team according to business need. Excellent time management skills to plan ahead to meet SLAs to ensure a timely service to clients. Ability to mentor team members providing guidance and support on more complex tasks. Excellent communications and stakeholder management skills, with the ability to work under pressure, facilitating competing demands and influence your colleagues to achieve the best outcome. Accomplished in providing effective performance management ensuring training needs are identified and met. Insight to identify and pursue the development of team members supporting continual improvement and career aspirations. Ability to analyse and interpret management information to maximise capacity, efficiency and performance. A critical thinker with the ability to successfully manage issues, understand complex situations and deliver solutions. Assertive and confident manner in using remote communications methods. Interview and recruitment skills to ensure resource continues to meet business demand. Expert use of operational Acturis ensuring updates by your team are made accurately to data quality standards for effective MI and reporting. Confident use of MS Office suite. Use of SAS reports for performance reporting. Further information As well as a competitive salary we offer the following benefits - Competitive holiday allowance with the annual option to buy additional days Death in Service benefit of x4 salary Company pension scheme Very generous maternity and paternity leave packages A flexible benefits package which allows you to add additional benefits to your overall package Our benefits portal offers discounts on technology & electronics, cinemas, restaurants, days out, mortgage advice, travel and many more Referral schemes Discounted rates on PIB products We offer a first-class employee benefits and welfare package to support our employees with financial management, cycle to work scheme, counselling support, health screening, will writing, menopause support, books, stopping smoking and much more We also offer a wide range of discounts including a kids pass – giving you discount to over 4500 attractions and activities, discounts at hairdressers and beauticians, climate change projects with lots of other options to choose PIB has a comprehensive learning & development framework, including professional study options and apprenticeships which are available to all employees, and which will support your career development Why join us? We are proud of our success and growth and have been recognised for many industry awards across our business. If you wish to work for a company that truly puts people at the heart of their organisation, then we would love to hear from you. PIB operates a flexible working policy, and our management teams will talk to you about how that would meet both your flexible working needs and those of the business and role you are applying for. We would love to hear from you if you want to hear more about opportunities in PIB. We are an equal opportunities employer, committed to hiring a diverse and inclusive workforce. We do not discriminate on the basis of race, colour, gender, religion, disability, age, sexual orientation or any other characteristic protected by law.REF-219 338