Team Manager: Private Client Operations. LilyLifestyle

Team Manager:
Private Client Operations

Location: Edinburgh (Hybrid: 3 days Office / 2 days Home)
Team Size: 14 Account Handlers Package: £50 - £60 K + Benefits

Our client is a global, employee-owned insurance leader that prioritizes people over policy numbers. We are seeking an operational Team Manager to lead, mentor, and elevate a high-performing team of 14 Private Client Account Handlers in our Edinburgh hub.

This isn't a "back-seat" management role. You will be the cultural and technical heartbeat of the team, ensuring that our High-Net-Worth (HNW) clients receive a gold-standard service while fostering an environment where your handlers can thrive, develop, and progress.

• Team Orchestration:
  Lead and inspire a team of 14 Account Handlers, managing day-to-day workflows to ensure seamless client service.

• Talent Development:
  Conduct regular 1-to-1s and coaching sessions. You will identify training gaps and mentor handlers through their CII qualification journeys.

• Performance Management:
  Set clear KPIs and SMART objectives, ensuring the team stays motivated and aligned with the firm s "client-first" ethos.

• Recruitment & Onboarding:
  Lead the hiring process for new talent and ensure a best-in-class integration into the team.

• Workflow Management:
  Oversight of the renewal cycle, mid-term adjustments (MTAs), and new business processing to ensure 100% accuracy and contract certainty.

• Service Standards:
  Monitor call quality and correspondence, reducing abandonment rates and ensuring every HNW interaction is sophisticated and professional.

• Compliance Oversight:
  Act as the first line of defense for FCA and GDPR compliance, ensuring all 14 handlers adhere to strict UK regulatory standards.

• Process Innovation:
  Identify "bottlenecks" in the current handling process and implement smarter ways of working.

• Retention Strategy:
  Analyze lapse reports and renewal data to drive industry-leading retention rates across the team s portfolio.

• Stakeholder
  
  Collaboration:
  
  Build strong internal networks with Brokers and Directors to ensure a unified approach to client wealth management.

• Proven Leadership:
  Experience managing a team of at least 8 10+ individuals within a UK insurance or financial services environment.

• HNW Expertise: A minimum of 7 years experience in the insurance market, with a deep understanding of the private client sector.

• Qualified Professional:
  Dip CII certified (working towards ACII) and ideally ILM Level 3/5 certified.

• Operational Precision: A data-driven mindset with the ability to manage high volumes of work without compromising on quality.

• Communication:
  The ability to influence, de-escalate complex client issues, and motivate a diverse team.

• Employee Ownership:
  When the company wins, you win. Access to a unique share scheme that puts the business in your hands.

• Hybrid Empowerment: A balanced 3:2 hybrid model designed around trust and professional autonomy.

• Culture of Bravery:
  We encourage our managers to try new leadership styles and operational ideas.

• Well-being First:
  Comprehensive benefits including volunteering days, mental health support, and a commitment to work-life harmony.

Cowell Recruitment Ltd is an equal opportunities recruitment agency. E&OE.