Operations Team Leader – Financial Services/Insurance
Role Summary
We’re seeking an experienced and driven Operations Team Leader to take charge of a high-performing team within a fast-paced omnichannel customer service environment. This is a pivotal role focused on elevating service delivery, enhancing customer satisfaction through continuous improvement, and leading teams to exceed operational targets and SLAs. Ideal for someone with a strong background in Financial Services or Insurance, this role offers a dynamic opportunity to lead from the front and make a real impact on the customer journey.
Key Responsibilities
Lead, inspire, and motivate a team to deliver exceptional service across multiple channels
Coach and develop team members, providing structured one-to-ones and ongoing performance feedback
Take ownership of escalated customer queries and ensure swift resolution
Drive continuous improvement initiatives that enhance the voice of the customer
Monitor and report on team performance, KPIs, and service levels
Deliver engaging, effective training sessions and quality reviews
Manage resources effectively to maintain optimal team productivity
Collaborate with cross-functional teams to support wider business goals
Foster a supportive, performance-driven culture where colleagues thrive
What We’re Looking For
Proven experience leading teams in Financial Services, Insurance, or similar regulated environments
Strong interpersonal and communication skills
A meticulous, proactive leader with a focus on quality and results
A team player with excellent organisational and time management abilities
Comfortable working in a fast-moving environment with changing priorities
Passionate about coaching, mentoring, and empowering others
This is a fantastic opportunity for someone ready to take the next step in their leadership journey while helping shape the future of customer service delivery in a trusted and growing business. To get your application underway, please contact Sam today.