Team Leader (Claims)

A day in the life

A day in the life As a Team Leader in the Claims Team at ManyPets, your primary focus is to drive team performance to deliver an excellent service for customers and foster a positive team culture, in which our people thrive. The successful candidate will demonstrate excellent leadership, people management, and performance management skills and use them to deliver service excellence, operational efficiency, and ensure regulatory standards are consistently met. 

Core deliverables

• People management: motivate and inspire your team to achieve targets, maintain high levels of engagement, and provide an excellent service to customers. Conduct regular one-to-one meetings, performance reviews, and feedback sessions, identifying opportunities for personal growth and career progression. Foster a positive, inclusive, and collaborative team environment where all individuals feel valued and supported.
• Performance management: drive team performance and achieve KPIs, whilst analysing performance data to identify trends and areas for continuous improvement. Manage team and individual performance, setting clear objectives and KPIs, and recognising good performance and addressing any performance gaps.
• Leadership: be a role model for your team, demonstrating “how we do things” at Many Pets, whilst holding others accountable for their behaviours, in the best interests of our customers and team.
• Regulatory Compliance & Risk Management: ensure that all team activities comply with relevant regulatory duties. Maintain a thorough understanding of regulatory requirements and industry best practices, ensuring the team operates within legal and ethical frameworks. Ensure the team adhere to compliance standards and escalate issues of non-compliance to senior management as necessary.

Skills and competencies

• A minimum of 2 years in a Team Leader or Management position, managing teams in regulated, customer-focused environment.
• Insurance sector experience is desired but not required.
• Excellent people management and leadership skills with a demonstrated ability to motivate and engage.
• Good understanding of performance management, setting objectives, monitoring performance, and providing feedback.
• A proactive, solutions-oriented mindset with a focus on achieving results.
• Strong organizational and time-management skills.
• Exceptional communication skills, both written and verbal.
• Strong interpersonal skills and ability to build rapport with team members and stakeholders at varying levels.
• High attention to detail and accuracy, particularly in relation to regulatory compliance and performance data.
• A positive and collaborative attitude.
• A drive for personal and professional continuous improvement.

What success looks like

• You inspire and support others to achieve high levels of performance through providing clear direction and feedback.
• You meet your own and your team targets and have consistent performance against agreed metrics.
• You effectively set personal and team goals to deliver business objectives.
• You coach your direct reports’ personal and professional development.
• You build effective relationships with your colleagues, recognising that teamwork exceeds individual efforts.
• You listen, express, and articulate information effectively.
• You deliver a great service to customers and stakeholders.
• You are a role model for your team.
• You constantly seek to improve business performance and ways of doing things, through analysis, collaboration, problem-solving, and change initiatives.
• You ensure tasks are completed efficiently through effective time, task, and financial management.
• You manage any areas of underperformance or absence, in line with our company policies and procedures.
• You maintain a good understanding of key regulatory matters, relating to the products and services we provide.