Operations Team Leader 12m FTC

Intact Insurance; Chelmsford; Hybrid; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Annual discretionary bonus

Up to 11% pension contributions

Hybrid working + flexible hours

25 days annual leave + bank holidays +

buy/sell options

Career development and mentoring

Inclusive culture + employee networks

Share investment options

Job summary

Intact Insurance in Chelmsford is seeking a senior leader to guide our Specialty Lines Operations. You will shape a high-performing team, drive accountability, and deliver customer-focused service to clients and brokers.

This permanent role offers hybrid working, flexible hours, an annual discretionary bonus, generous pension contributions, and clear opportunities for career development, mentoring, and process improvement through data.

Qualifications

• Experience leading teams in specialist insurance.
• Coaching or mentoring experience in insurance or similar.
• Excellent communication and stakeholder management.
• Strong analytical and data-driven problem solving.
• Ability to manage workflows and meet KPIs.

Responsibilities

• Lead and coordinate daily team activities to meet service standards.
• Coach and develop team with a culture of accountability.
• Manage workflow and capacity across cycles to meet KPIs.
• Handle complex customer and broker escalations with timely outcomes.
• Collaborate with internal and external stakeholders to align with priorities.
• Support recruitment, onboarding, and talent development.
• Maintain accurate data, MI and financial reporting.

Skills

Team leadership

Coaching

Communication

Performance management

Operational awareness

Analytical thinking

Digital tools

Customer focus

Reinsurance knowledge

Job description

Intact Insurance is the new name for RSA in the UK, Ireland, and across Europe. It's a new name and a new way to do business. Backed by global expertise and a commitment to service that feels different, we're focused on making insurance simpler, faster, and more responsive.

Shape the future

We're leading a transformation in insurance helping people, businesses and society prosper in good times and be resilient in bad times. When you join us, you're not just taking a job, you're stepping into a career where you can make a real difference.

Grow with us

We're customer-driven, community-focused, and committed to helping our people grow. Whether you're early in your journey or bringing years of experience, we'll support you with the tools, flexibility, and opportunities to thrive.

Win as a Team

This is an opportunity to play a key role in leading a high performing Specialty Lines Operations team in Chelmsford. You will help shape a collaborative, customer focused environment where quality, accountability, and continuous improvement drive success. In your role, you will contribute to delivering strategic priorities while supporting colleagues to grow and perform at their best, ensuring a positive and inclusive experience for everyone.

You'll make an impact by:

• Leading and coordinating daily team activities, ensuring work is allocated effectively to meet service standards, timelines, and quality expectations.
• Driving team performance through coaching, feedback, and capability development, supporting a culture of accountability and continuous improvement.
• Managing workflow and capacity across daily, weekly, and monthly cycles to deliver consistent service and meet agreed KPIs.
• Handling complex customer and broker escalations with a focus on timely, accurate, and customer driven outcomes.
• Collaborating with internal and external stakeholders to ensure seamless end to end service and alignment with Specialty Lines priorities.
• Supporting recruitment, onboarding, and talent development to build a strong and future ready team.
• Maintaining accurate data, MI, and financial processes, contributing to informed decision making and reliable reporting.

Your skills and experience:

• The ability to lead and develop teams within a specialist insurance environment, ideally with knowledge of multinational programmes, wholesale, captives, or reinsurance structures.
• We will consider candidates who have experience in coaching / mentoring others whether this would be in insurance or another environment.
• Excellent communication and collaboration skills, with confidence to influence stakeholders and build effective working relationships.
• Demonstrated capability in performance management, coaching, and fostering team engagement.
• Solid operational awareness, with the ability to manage workflows, improve processes, and deliver against service metrics.
• Analytical thinking and problem solving skills, using data to inform decisions and identify improvements.
• Digital confidence with tools used for planning, monitoring, and reporting activities.
• Customer focused mindset, ensuring high quality service and positive experiences for clients and partners.

Why You'll Love It Here:

Being part of our team means you'll have the support and freedom to bring your best self to work each day. As a permanent member, here's what you can look forward to:

• Annual discretionary bonus
• Up to 11% pension contributions
• Hybrid working + flexible hours
• 25 days annual leave + bank holidays + buy/sell options
• Career development and mentoring
• Inclusive culture + employee networks
• Share investment options

Our DEI Commitment:

We celebrate individuality and believe our differences make us stronger. We're proud to foster a culture where everyone feels respected, valued, and empowered to thrive.

As an Equal Opportunity and Disability Confident Employer, we ensure fair consideration for all applicants and offer interviews to all disabled candidates who meet the essential criteria.

We understand that everyone's circumstances are different and are happy to explore flexible working options such as reduced hours or job shares to support work-life balance.

If you meet the core criteria but not every requirement, we'd still love to hear from you. Let's explore how this role could support your next career step. If you need adjustments during the recruitment process, just let us know we're here to support you.