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Supervises support level employees, manages workflows, oversees day-to-day operational activities and measures and reports on team productivity and individual performance while providing feedback to ensure a productive and engaged team.

Participates in stakeholder engagement sessions and works in partnership with brokers on identified initiatives to improve the client experience and garner a better understanding of the needs and expectations of both internal and external clients.

Maintains a controlled risk environment, ensures emerging risks are identified, assessed and formally reported and ensures all colleagues are compliant with business Professional Standards and Operation team Policies and Procedures.

Responds to escalated calls, complaints, questions, and queries as necessary and oversees the complaints management system and quality of communications with client facing colleagues to ensure the receipt of accurate and timely advice on internal enquiries.

Provide coaching/mentoring and support to lower level employees on all systems, documentation, and reporting.

Drives performance and SLA

Works in 6:30 PM to 3:30 AM shift