Lawes Consulting Group
SME Team Leader
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SME Team Leader
Salary: £50,000
Location: Central Kent – Hybrid (3 days office-based)
PURPOSE OF ROLE
An exciting opportunity has arisen for an experienced insurance professional to join a growing SME Broking Operations team as a Team Leader.
This role will be responsible for leading, supporting and developing a high-performing team, ensuring clients receive a consistently excellent level of service while maintaining strong operational, quality and compliance standards.
You will play a key role in creating a positive and accountable team culture, managing performance and workloads, and supporting ongoing improvements across the business.
RESPONSIBILITIES
- Lead, motivate, coach and develop a team of SME insurance professionals.
- Take ownership of team performance, service delivery and operational effectiveness.
- Ensure high standards of client service, quality and professionalism are consistently maintained.
- Manage workloads, resources and priorities to ensure efficient delivery.
- Support FCA compliance, Consumer Duty and regulatory requirements across the team.
- Build an engaged, collaborative and accountable team environment.
- Identify opportunities to improve processes, efficiency and customer experience.
- Use data, feedback and performance information to identify trends and drive improvements.
- Work closely with Broking Operations, Sales and Distribution and wider business stakeholders.
- Support change initiatives and encourage best practice and knowledge sharing.
- Contribute to wider business and divisional objectives through effective people leadership.
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DAY-TO-DAY
- Managing the team's workload, performance and priorities.
- Providing regular coaching, feedback and development to team members.
- Supporting colleagues with complex issues and operational decisions.
- Monitoring service levels, quality and customer outcomes.
- Identifying areas for improvement and implementing practical solutions.
- Working with internal stakeholders to resolve issues and improve processes.
- Ensuring the team operates in line with regulatory and compliance expectations.
- Creating a positive, inclusive and high-performing working environment.
- Supporting colleagues through business, market and regulatory changes.
EXPERIENCE
- Previous experience leading or managing a team within insurance, broking, client service or an operational environment.
- Proven experience coaching, developing and supporting colleagues.
- Experience managing workloads, resources and team performance.
- Good understanding of FCA requirements and Consumer Duty principles.
- Experience working within an insurance broking environment.
- Experience using Acturis or a similar insurance platform.
- SME insurance or commercial broking experience would be advantageous.
- Experience of quality reviews, audits or compliance monitoring would be beneficial.
- Cert CII qualified or working towards an insurance qualification would be desirable.
- Experience supporting process improvement or business change would be advantageous.
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SKILLS
- Strong people leadership and coaching skills.
- Excellent communication and stakeholder management abilities.
- Customer-focused with a strong commitment to positive client outcomes.
- Organised with excellent attention to detail.
- Commercially aware and able to balance client, people and business priorities.
- Confident decision-maker who can manage competing demands.
- Proactive, adaptable and solutions-focused.
- Strong relationship-building skills.
- Able to motivate others and create a positive team culture.
- Committed to continuous improvement and developing others.
- Accountable and able to lead by example.
If you have the relevant experience or know someone who does, please contact Joe Cappalonga on 07458 162842 or email joe@lawesgroup.co.uk
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