Personal Lines Team Coach

Personal Lines Team Coach 12-Month Fixed Term Contract Job Summary

At Zurich, we’re committed to delivering outstanding experiences for our customers and brokers – and our people are at the heart of that promise. We’re now looking for an experienced and motivated Personal Lines Team Coach for a fixed term contract to lead, inspire and develop a high performing Personal Lines team.

This is a fantastic opportunity for a people focused leader who thrives in a fast paced environment and is passionate about coaching, quality and continuous improvement.

As a Personal Lines Team Coach, you will be responsible for the day to day leadership of a team supporting our Home, Motor and Farm portfolios. Your team will operate across customer servicing, policy renewals, sales of Zurich products and broker support.

Reporting to the Personal Lines Operations Assistant Manager, you will play a key role in driving performance, developing capability and ensuring consistently high standards of customer service.

This role may be available on a part time or full time basis. We value flexibility and encourage candidates to discuss their needs with us during the interview process.

As a Personal Lines Team Coach, your responsibilities will include (but are not limited to):

Leadership & Performance Management

• Lead, motivate and manage the team to achieve agreed financial, operational and quality targets
• Foster and sustain a high performance, customer centric culture
• Take ownership of people management activities, including performance management, coaching, feedback and development
• Identify development needs and maximise talent, building both technical (e.g. underwriting authority levels – UAL) and non technical capabilities

Service Delivery & Quality

• Ensure the delivery of excellent customer service in line with agreed SLAs and KPIs
• Maintain a strong focus on Quality Assurance, driving continuous improvement in QA performance
• Ensure adherence to all standard operating procedures, controls and compliance requirements

Coaching, Training & Capability Development

• Develop and maintain up to date training materials and product knowledge
• Coach and develop team members through regular one to one sessions, call listening, feedback and targeted development plans
• Support capability uplift across products, systems and customer engagement skills

Stakeholder & Relationship Management

• Build and maintain effective relationships with key internal and external stakeholders, including:
• Heads of Portfolio (Home, Motor, Farm, Personal Misc.)
• Senior Management
• Quality Management Group (QPMG)
• Brokers, partners and third party providers
• Communicate clearly and effectively across multiple stakeholder groups, ensuring alignment and collaboration
• Produce regular, timely and accurate management information on QA performance, productivity and team development
• Proactively identify risks, issues and opportunities for improvement, recommending and implementing solutions
• Lead and support change initiatives and continuous improvement activities to enhance efficiency, quality and customer value
• Participate in ad hoc projects and business initiatives as required

As a Personal Lines Team Coach your skills and qualifications will include:

• 2 - 5 years' proven people management experience and/or equivalent insurance industry experience

• Strong leadership capability with a proven or demonstrable ability to manage, coach and develop people
• Excellent numerical, analytical and problem solving skills
• Strong project management capability with the ability to manage priorities effectively
• High proficiency in Microsoft Office, with strong reporting and data interpretation skills
• Ability to work collaboratively within a team environment while driving both individual and team performance
• Proven ability to build and maintain productive relationships with customers, brokers and partners
• Strong influencing, delegation, negotiation and decision making skills
• Excellent communication skills (verbal and written), including presentation capability
• Innovative mindset with the ability to propose and implement practical…