SME Team Leader

Lawes Consulting Group; Langley Park; Hybrid; GBP 40,000 - 56,000; Full time

Job summary

Lawes Consulting Group is seeking an experienced Team Leader to head a SME insurance operations team in Central Kent. You will coach, develop and manage performance, ensuring exceptional client service while upholding regulatory standards.

The role focuses on creating a positive team culture, efficient workload management and continuous process improvement, with hybrid working three days in the office. Relevant FCA knowledge and Acturis proficiency are valued.

Qualifications

• 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.

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.

Skills

People leadership

Coaching

Stakeholder management

Communication

Problem solving

Organisational skills

Attention to detail

Client focus

Tools

Acturis

Job description

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.

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.

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.