Howden
Elite Sales Team Manager
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Role Purpose
The Elite Sales Team is a nationally coordinated specialist new business function that supports branches by converting opportunities, driving sustainable growth and improving client availability. It remains closely aligned to branch objectives and local management support.
The Elite Sales Team Manager will lead the implementation, management, and ongoing evolution of the proposition. Reporting to the Senior Divisional Director, the role is the central point of accountability for performance, people, standards, operating practices, governance, and future development. It combines hands-on leadership with the authority and strategic capability to challenge, improve, and scale the model.
Working with Branch Managers, Divisional Directors, specialist centers, and senior leaders, the postholder will oversee and develop a high-performing, sales-driven, and professional culture that delivers excellent client outcomes. The expectation is never to stand still, but to use data, insight, and experience to continuously improve results.
Key Accountabilities
Leadership, Strategy & Governance
- Own the Elite Sales Team proposition and take full accountability for its ongoing performance, development, and continuous improvement.
- Set and embed clear operating standards, service levels, governance, accountabilities, and ways of working.
- Lead the future strategy and evolution of the team, proactively identifying opportunities rather than waiting for direction.
- Act as the escalation point for significant performance, conduct, and operational matters.
- Communicate credibly and influence effectively from colleague and branch level through to the Executive Board.
Commercial & Performance Ownership
- Own the team budget and profit and loss performance, including income, productivity, cost control, and return on investment.
- Own individual and collective performance against agreed objectives, using accurate and actionable management information.
- Establish a disciplined performance rhythm that identifies trends, opportunities, and underperformance and converts insight into action.
- Ensure consistent performance management standards and support local managers where intervention is required.
Sales Funnel & KPI Improvement
- Own continuous improvement across the complete lead lifecycle: Leads, Valid leads, Worked leads, Contacts, Quotes, Sales, Income.
- Track and improve lead response time, contact rate, quote rate, conversion, new business income, productivity, and cost per sale.
Client Outcomes, Quality & Compliance
- Hold clear accountability for sales quality, regulatory compliance, and fair client outcomes, with the same ambition for quality as for growth.
- Ensure the team operates within applicable compliance frameworks, including conduct risk and the identification and support of vulnerable clients.
- Use quality assurance results, complaints, cancellations, client satisfaction, and NPS to identify risk and drive improvement.
- Work constructively and confidently with Compliance and other control functions, acting promptly on evidence and maintaining robust standards.
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People, Culture & Talent
- Lead recruitment, onboarding, coaching, and development, with clear expectations and accountability.
- Build colleague capability, engagement, and retention, with a sustainable succession and talent pipeline.
- Support Branch Managers and the Training function to deliver high-quality coaching.
- Share successful sales behaviors and ensure colleagues have the product knowledge and technical capability required to succeed.
- Create an enjoyable, competitive, and sales-driven environment founded on professionalism, integrity, and strong client outcomes.
Operating Model & Resource Management
- Oversee workforce planning, remote leadership, shift arrangements, service coverage, and effective resource deployment.
- Monitor working hours, Saturday coverage, service availability, and abandoned opportunities, recommending changes that improve productivity and client outcomes.
- Mobilise and embed a clear, scalable operating model capable of supporting future growth.
- Balance central ownership with effective branch management support, clear responsibilities, and transparent communication.
Incentives, MI & Improvement
- Own reporting for performance, productivity, and incentives, ensuring information is accurate, relevant, and actionable.
- Review targets and incentive arrangements and recommend evidence-based improvements.
- Use client, colleague, and branch insight to drive continuous improvement and share best practice.
- Provide concise performance updates, risks, and recommendations to senior leadership.
Referrals & Specialist Products
- Ensure specialist opportunities are identified and referred through agreed processes.
- Monitor referral volumes, conversion, quality, attribution, and reward, ensuring consistent application across the business.
- Build effective collaboration with specialist centers and support colleagues to maximize appropriate opportunities.
Branch & Stakeholder Relationships
- Maintain trusted relationships with branches and ensure the team remains aligned to branch growth objectives.
- Earn branch confidence through reliable service, transparent attribution, and effective communication.
- Gather stakeholder feedback, resolve issues, and maintain engagement through change.
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Key Skills & Experience
Essential
- Proven sales, insurance, or client service leadership experience, including multi-site or remote teams.
- Strong understanding of new business, sales, client outcomes, and performance management.
- Commercial acumen, including budget, profit and loss, or similar financial accountability.
- Ability to analyze data, diagnose funnel performance, and turn insight into action.
- Confident communicator and influencer, including at Executive Board level.
- Strong coaching, people development, organizational, and project management skills.
- Resilient and adaptable, able to lead change, challenge constructively, and manage competing priorities.
- Credible in maintaining high quality, conduct, and regulatory standards while delivering growth.
Desirable
- Knowledge of branch operations and personal lines sales environments.
- Experience designing incentive schemes, workforce plans, or large-scale operational change.
- Experience of remote sales or contact-center operations and modern telephony environments.
Key Behaviours
- Leads by example: Sets high standards and acts with integrity and professionalism.
- Challenges constructively: Addresses underperformance, tests assumptions, and makes evidence-led decisions.
- Builds trust: Creates clear accountability, communicates openly, and follows through.
- Creates energy: Celebrates success and builds an enjoyable, competitive, sales-driven culture.
- Thinks ahead: Anticipates change, brings forward ideas, and continually looks for the next improvement.
- Owns outcomes: Takes responsibility for people, performance, quality, clients, and commercial results.
What Success Looks Like
- Clear, scalable operating model with defined ownership and governance.
- Improved funnel performance, availability, income, productivity, and cost.
- Strong quality, compliance, and client outcomes.
- Accurate insight drives performance and improvement.
- Capable, engaged, and accountable team with strong retention.
- Reliable branch service, attribution, and communication.
- Recognized as best in class across all key measures.
Reporting & Working Arrangements
Reports to
Senior Divisional Director
Direct responsibility
Elite Sales Team, national specialist new business function
Location
Hybrid / home based, with travel as required
Working pattern
Full-time
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