Broker Service Manager

Hyperion Group

London, United Kingdom
Hybrid
Broker service management
Telephony and live chat leadership
Insurance policy administration
The Broker Service Manager leads broker-facing telephony and live chat teams while ensuring high-quality service and operational excellence

Job Summary

  • The Broker Service Manager leads broker-facing telephony and live chat teams while ensuring high-quality service and operational excellence.
  • Howden values diversity and supports reasonable adjustments including flexible hours and hybrid working to accommodate employee needs.
  • The company culture is centered on collaboration, innovation, and making a positive difference at work and beyond.

Matching Summary

The Broker Service Manager leads broker-facing telephony and live chat teams while ensuring high-quality service and operational excellence.

Skills & Requirements

Must-have

  • Broker service management
  • Telephony and live chat leadership
  • Insurance policy administration
  • Operational excellence and compliance
  • Performance management and coaching
  • Regulatory quality assurance
  • Stakeholder engagement and reporting

Nice-to-have

  • Collaborative international team environment
  • Proactive continuous improvement mindset
  • Empathetic and approachable leadership style
  • Broker-first service mindset
  • Calm under pressure
  • Motivational and team engagement skills

Key Requirements

  • Experience managing broker service teams
  • Knowledge of insurance policy processing
  • Understanding of FCA/regulatory requirements
  • Experience in performance management and coaching
  • Ability to handle complaint escalations
  • Not specified

Work Rights

Not specified

Tailored Resume

Cover Letter