Team Manager, Operations

Full-time | Permanent | Hybrid Working Role Summary The role has responsibility for leading the day-to-day operations of the operations (Policy Maintenance) team, ensuring the delivery of high-quality, efficient and customer outcomes. The role drives team performance, manages risk and compliance obligations, and fosters a culture of accountability and continuous improvement. Primary (Key) Responsibilities Lead the day-to-day operations of the Policy Maintenance team, driving service excellence and embedding agreed ways of working across the broader Operations function. Own and manage team performance against key operational metrics, including productivity, workflow management, quality outcomes, regulatory compliance, service standards. Develop and maintain strong stakeholder relationships, effectively balancing competing priorities while fostering collaboration, transparency, and alignment to organisational goals. Proactively oversee governance, risk, and compliance activities to ensure adherence to all regulatory and business requirements, including risk management, controls assurance, incident management, and complaints resolution. Champion a strong risk and compliance culture by taking ownership of role-specific obligations, promoting accountability, and reinforcing that risk management is everyone's responsibility. Lead, coach, and develop team members through effective performance management and career development activities that support employee engagement and retention. Provide subject matter expertise and operational leadership across projects, regulatory change initiatives, business transformation activities, and continuous improvement programs. Maintain ownership of the Policy Maintenance Hub, ensuring policies, procedures, controls, and operational documentation remain accurate, current, compliant, and accessible to support effective team performance. Drive a culture of accountability, customer focus, continuous improvement, and operational excellence across the team. Direct Reports Up to 12 people Key external relationships Financial advisers and customers Third party providers – Technology and Material suppliers Regulatory and industry bodies (as required) Key Internal Relationships Life Operations Leadership Team State Managers and Distribution Team Product and Pricing Risk and Compliance 1st and 2nd Line Qualifications Required Minimum 3 to 5 years' leadership experience within an operational environment with a proven track record of delivering customer, people, and business outcomes. Leadership experience in the Life Insurance industry highly preferred. RG146 accreditation, or the ability to obtain accreditation, is desirable. Sound understanding of the Life Insurance Code of Practice, relevant regulatory frameworks, and risk and compliance obligations within a regulated financial services environment. Attributes or Skills Required Demonstrated experience leading and developing high-performing teams, fostering a culture of accountability, collaboration, and continuous improvement. Strong stakeholder engagement and relationship management capabilities, with the ability to influence outcomes and build effective partnerships across all levels of the organisation. Excellent written, verbal, and interpersonal communication skills, with the ability to convey complex information clearly and effectively to diverse audiences. Proven experience leading and implementing end-to-end process improvement and change initiatives, delivering sustainable business outcomes. Highly developed planning, organisational, and prioritisation skills, with the ability to effectively manage competing demands and meet deadlines. Demonstrated resilience, problem-solving, and conflict resolution skills, with the ability to remain calm and effective in a fast-paced environment while managing multiple priorities and stakeholder expectations.