Implementation Support Team Leader

# Implementation Support Team Leader Region:
Northern Ireland

Location:

Belfast Contract type:
Permanent Reference number: CSDI
04269

Working pattern:
Full-time Salary: £43,550 - £50,000 + 17.5% annual bonus + benefits package## Implementation Support Team Leader
* Lead and develop a team supporting the successful deployment of the Policy Center system.  
* Play a key role in policy migration, user adoption and operational readiness  
* 80% Hybrid working from either Stratford Upon Avon or one of our regional offices including York, Bristol, Belfast or Glasgow## About the role

We have an exciting opportunity for a BRIDGE+ Implementation Support Team Leader to lead a team responsible for supporting the deployment and embedding of Policy Center across NFU Mutual. This role is central to ensuring that the system is effectively implemented through pilot activity, policy migration and end-user support across the business and Agency Network. BRIDGE+ is an exciting programme of work which is delivering policy sales, service, underwriting and digital solutions.  

Reporting to the BRIDGE+ Service Delivery & Underwriting Lead, you’ll combine people leadership with operational delivery, designing and leading the day-to-day support activity that underpins a successful deployment. You’ll ensure that customers and colleagues receive first-class service, fair outcomes are delivered for members, and that service level agreements, operational objectives and regulatory requirements are consistently met.  

This role offers a great opportunity to lead through change, work closely with a wide range of stakeholders, and contribute directly to a major transformation programme.  
** What you’ll be doing*
* * Lead, manage, recruit, coach and develop a high-performing support team, ensuring clear expectations, engagement and capability to deliver excellent service.  
* Plan, prioritise and monitor team activity in line with the BRIDGE+ deployment and migration plan, ensuring a consistent and seamless customer experience.  
* Build and maintain strong working relationships across BRIDGE+ work streams, Agents, Mutual Direct, Regional Underwriting and Group IT.  
* Oversee the application of policies, procedures and controls in collaboration with BAU governance teams, ensuring compliance with NFU Mutual standards and regulatory requirements.  
* Manage risks, issues, complaints and breaches effectively, escalating where appropriate.  
* Use management information and adoption metrics to assess demand, effectiveness and solution uptake, implementing improvements where needed.  
* Support the realisation of customer and business case benefits through effective operational support and continuous improvement.  
* Deliver short-term and one-off projects or activities aligned to agreed outcomes and priorities.
*(Internally, this role is called BRIDGE+ Implementation Support Team Leader)*## About youYou’ll be an experienced people leader with a strong operational mindset and a passion for delivering high-quality service during periods of change. You’ll be confident working across teams and functions, balancing customer experience, regulatory requirements and delivery objectives.  You’ll also bring:

* Proven experience leading people in a line or matrix management environment  
* Strong planning, prioritisation and performance management skills  
* The ability to build effective working relationships with a wide range of stakeholders  
* Experience supporting operational delivery, change or project activity  
* A collaborative, coaching-led leadership style  
* Knowledge of general insurance principles, processes or underwriting environments (desirable)    
* At NFU Mutual, we support an inclusive workplace and value all the differences that make us unique.  We celebrate the creativity and innovation that comes from diverse perspectives and experiences and share a common vision of doing the right thing for our customers and employees.
* * We recognise that some candidates may experience barriers during  the recruitment process. So, we encourage candidates to discuss any adjustments or accommodations they need to be the best they can be throughout our…