Property Insurance Team Manager

Here at Nucleus, we aim to be the UK’s best loved retirement wealth platform and deliver exceptional customer service. Curtis Banks Group (owned by Nucleus) hold a property portfolio of c.6,000 properties with a value of over £2 billion across the United Kingdom. This role is within the Property Insurance Team administering insurance related services for both externally sourced policies and cover arranged through our block policy. In this role you will liaise with other internal property teams, customers, tenants and other third parties such as insurers, brokers, freehold owners and joint property owners.

A bit about you

• Excellent verbal and written communication skills, with the ability to communicate effectively and confidently with colleagues, customers, advisers and senior stakeholders.
• Strong leadership and people-management skills, with the ability to motivate, develop and support a high-performing team.
• Able to effectively plan, prioritise and manage team workloads to meet business requirements, service level agreements and customer expectations.
• A strong sense of ownership and accountability, with the ability to take responsibility for team performance, service delivery and outcomes.
• Calm and confident under pressure, with the ability to manage competing priorities, complex issues and escalations while maintaining a customer-focused approach.
• Strong understanding of what excellent customer service looks like.
• Able to identify and manage risks that may result in poor customer service and take appropriate action to mitigate them.
• Good problem-solving and decision-making skills.
• A proactive approach to continuous improvement, with the ability to identify opportunities to improve processes, controls, efficiency and customer outcomes.
• Keen willingness to learn, adapt and support the development of the wider team.
• Able to build effective working relationships across teams and collaborate with colleagues and key stakeholders to achieve business objectives.

Desired

• Strong understanding and experience of commercial property administration, property insurance and customer service.
• Good understanding of SIPPs, surrounding legislation and regulatory requirements, with the ability to ensure these are embedded within team processes and decision-making.
• Experience handling property insurance block renewal, including managing timelines and third party dependencies.

Accountability and Deliverables

• Lead and manage the Property Insurance Team, ensuring the effective delivery of core processes in line with customer requirements, business objectives, regulatory requirements and agreed service level agreements.
• Provide clear direction, support and coaching to administrators and senior administrators, creating an environment that encourages accountability, development and high performance.
• Provide regular coaching, feedback and development to team members, supporting career progression and building capability within the team.
• Manage individual and team performance against agreed objectives, deadlines, service levels and targets, taking appropriate action where performance falls below expectations.
• Support the recruitment, onboarding and development of new team members, ensuring they have the knowledge, skills and support required to perform effectively.
• Oversee the allocation and prioritisation of team workloads to ensure resources are effectively managed and customer and business requirements are met.
• Take ownership of complex customer, adviser and operational escalations, ensuring issues are investigated, resolved appropriately and used as opportunities for learning and improvement.
• Monitor and oversee team SLAs, KPIs and deliverables on a daily and monthly basis, identifying trends, risks and areas requiring improvement.
• Ensure appropriate controls are embedded and consistently followed across the team, including internal risk controls, data protection, money laundering, regulatory requirements and other relevant governance processes.
• Identify, assess and manage operational risks, ensuring appropriate controls and mitigating actions are implemented to protect customers, advisers and the business.
• Work collaboratively with senior management and other business areas to identify wider operational issues and develop effective solutions.
• Maintain a strong understanding of relevant legislation, regulation, policies and procedures, ensuring these are reflected in day-to-day team management and decision-making.
• Lead and deliver project work and business initiatives, ensuring agreed objectives, timescales and outcomes are achieved.
• Promote a strong culture of customer focus and consistently ensure the company’s policy on treating customers fairly is embedded within team decisions, processes and outcomes.
• Manage and coordinate the annual renewal process for block insurance policies, ensuring a timely completion, risk-appropriate coverage and competitive terms.

A little about us 
We’re the Nucleus Financial Platforms group and we help make retirement more rewarding.

People come first - whether it’s our colleagues, or the advisers and customers we support, we know that working in partnership and collaboration leads to the best outcomes. Together, we’ve shaped the platform to how it is today. We work hard, and we celebrate hard too. 

Our ambition is to create a platform with a difference, putting the customer centre stage meant tearing up the rule book and starting from scratch. We’ve come a long way since then, but our mission remains just as focused. That’s why our culture, values, and social responsibility are things we keep at the top of our agenda – because we know they matter and have a big impact. 

Our culture is one of the many things that sets us apart from the pack. We want to have an environment where our people feel that they can make a real difference, know they’ll be rewarded for their efforts and more importantly, enjoy themselves at work. 

Inclusion and diversity at Nucleus 
As with most things in life, who cares, wins. We really care about inclusion. 

For us it’s not a tick box exercise; inclusion and diversity are embedded in our culture and everything we do. It’s a commercial imperative. It isn’t about being PC. It’s about being future-relevant and durable. We owe it to ourselves and the industry to ensure we are playing our part in creating a fair, balanced and transparent financial services sector. 

More diversity means broader experience, a wider set of perspectives and a better collective ability to problem-solve. And it means being more representative of customer groups, which supports areas such as product development. 

At Nucleus, we offer a generous blend of benefits for the things that really matter to our people, including a non-contributory pension, bonus, enhanced parental leave, paid time off for emergencies, health and wellbeing initiatives and flexible working options.