Business Operation Team Leader

Full-time, Permanent

About PremFina.

We’re an award-winning FinTech, revolutionising the way people pay for insurance.

Together, we exist to help empower our partners and transform the insurance industry for the better by creating a world where insurance is more accessible and affordable for everyone. We’re a fast-growing team, united by our belief in positive disruption to help contribute to a more inclusive society.

We’re not just about finance - we're about making premium finance smarter, smoother and better integrated to deliver good outcomes and fair value for all our customers.


About you.

As a self-motivated, results driven individual, you’ll have a real passion for motivating, supporting, engaging, and coaching front-line teams to deliver the best service they can and in the most efficient way. What’s more you’ll be driving performance forward across the team, ensuring all telephone calls, emails and chats are responded to within agreed service levels.

Ideally having worked within a customer services environment previously, you’ll thrive on the fact every day is different, able to navigate yourself through often complex and challenging situations and have the tenacity to find solutions to every situation.

What’s more you’ll be the type of person who never settles for second best, is someone who strives to recommend new and more efficient ways of working, whilst also being seen by their peers as someone who models role-model behaviors whilst also being a team player.


What does a typical day look like?

Whilst most roles say that every day is different, we can truly stand behind this, particularly as we’re not one of the big guys out there when it comes to Operations. In fact, we pride ourselves that we are a small team of BIG talent, and therefore we truly rely on everyone across the team to pull together and deliver for our customers and clients; and why every day is so different.

Typically, you’ll support the Head of Operations by managing our Business Operations Team to deliver the best service they can, ensuring all channels we operate have sufficient resource in place, spend time coaching colleagues to become stronger versions of themselves, ultimately becoming role-models in terms of performance and behaviour (quality & performance)

You’ll also be responsible for taking ownership of processes, Quality Assurance and ensuring SLAs are hit daily across all Operational tasks.


Key Responsibilities.

When supporting front-line activities

  • As appropriate, support the team by assisting to work to agreed service levels and providing the highest level of service within agreed policy and procedure
  • Own all Business Operations processes and process amendments across both platforms and ensure documentation of these
  • Challenge the status quo and look to reduce manual input across the operational function
  • Ensure the front line team adhere to and follow all agreed to policies, processes and regulations including completion of any mandatory compliance tests.
  • Effectively motivate, support, engage and coach front-line teams to deliver exceptional levels of customer experience and productivity.
  • Responsible for ensuring all operational metrics/targets/SLAs are delivered in line with business strategy and financial budget, raising any associated risks to the wider Senior Leadership Team where appropriate.
  • Owning Recruitment Campaigns and overall process
  • Inspire a professional, focused and performance driven working environment where every colleague feels valued, and their contribution is recognised.
  • Provide strong and visual leadership whilst being seen as a role model across the business and someone who consistently displays positive behaviour and strong adherence to the company values.
  • Inspire absolute excellence from every colleague, creating a culture of right first time, every time; ultimately contributing to upper quartile CSAT, NPS or Trustpilot results.
  • Work alongside Head of Operations to ensure alignment with team management & processes.
  • Develop all team members to become the best they can be, ensuring regular performance, development reviews are undertaken with documented actions being in place and putting in plans to remediate any underperformance.
  • Motivate, support, lead and coach the team to continually raise the bar on performance.
  • Own the QA process, helping to perform quality assurance checks across the team and ensure remediation of any issues identified within Quality Assurance (QA) testing and underperformance.
  • Ensure adherence to all company policy and procedures, including completion of mandatory compliance training within agreed timelines.
  • Working alongside key stakeholders and departments to ensure alignment with processes.
  • Managing team holidays through HiBob whilst ensuring sufficient coverage to deliver SLAs.
  • Managing team absence as required, including implementation of attendance improvement plans as required.
  • Deputising for Head of Operations where required.
  • Any other duties as required by the business.

Requirements.

Technology

  • Day to Day you’ll be based at home, albeit occasional visits to PremFina’s office will be required from time to time.
  • Ability to work remotely (virtually) with the space and freedom to have confidential calls with customers.
  • Access to a reliable / fast internet connection.

You (essential)

  • Minimum of 2 years proven experience within a Customer Services environment – Contact Centre of which a minimum of 12 months experience at a team leader level or above
  • Excellent verbal and written communication skills.
  • Attention to detail
  • Confident, Self-motivated, and disciplined with the drive to work autonomously.
  • Ability to build relationships with individuals.
  • Flexible approach to tasks and workloads.
  • Computer literate, able to use tools such as Microsoft with the ability to multitask through a variety of tools designed to help you on the phone or non-voice channels with customers.
  • Excellent team player with a positive, confident can-do attitude.
  • Demonstrable experience working towards to targets such as Customer Satisfaction, Re-Open rates, Service Levels etc.

You (preferable)

  • NVQ Level 2 in Customer Service or equivalent
  • Knowledge or experience of working within a regulated environment.
  • Understanding of what Premium Finance is and how it works.
  • Experience in systems such as Freshdesk or Zendesk
  • Previous management experience

How to Apply.

If you're interested in a role with us here at PremFina and you think this is the role for you, then please submit a copy of your CV to careers@premfina.com and we'll be in touch.