Broker Service Manager

Howden

Hybrid
Lead telephony and live-chat teams
Oversee policy processing
Monitor slas and quality scores
Howden is seeking a Broker Service Manager to lead their broker-facing teams and oversee back-office administration, focusing on delivering high-quality service and continuous improvement. The ideal candidate will possess strong leadership qualities, a broker-first mindset, and a commitment to operational excellence

Job Summary

  • The Broker Service Manager leads all broker-facing telephony and live chat teams, as well as overseeing back-office administration of insurance policies.
  • Key responsibilities include leading, coaching, and developing team members, conducting performance reviews, and engaging with stakeholders across the business.
  • Howden offers a culture that values diversity, employee ownership, and provides opportunities for career progression and reasonable adjustments.

Matching Summary

Match Score: 85

Howden is seeking a Broker Service Manager to lead their broker-facing teams and oversee back-office administration, focusing on delivering high-quality service and continuous improvement. The ideal candidate will possess strong leadership qualities, a broker-first mindset, and a commitment to operational excellence.

Skills & Requirements

Must-have

  • Lead telephony and live-chat teams
  • Oversee policy processing
  • Monitor SLAs and quality scores
  • Act as escalation point
  • Ensure regulatory compliance

Nice-to-have

  • Professional, approachable, empathetic leadership
  • Broker-first mindset
  • Calm under pressure
  • Motivational and collaborative

Key Requirements

  • Experience leading broker-facing teams
  • Experience in insurance policy administration
  • Experience in people leadership and performance management

Work Rights

Not specified

Tailored Resume

Cover Letter