Senior Insurance Technician

With a company culture rooted in collaboration, expertise and innovation, we aim to promote progress and inspire our clients, employees, investors and communities to achieve their greatest potential. Our work is the catalyst that helps others achieve their goals. In short, We Enable Possibility℠.

• Reporting to the Team Manager, the Senior Insurance Technician will operate as a technical and operational support role within Manchester Operational Services (MOS), combining hands‑on delivery with day‑to‑day guidance, escalation support and Team Manager support across MOS work streams.
• The role supports the effective running of MOS activities across Insurance, Reinsurance, CST, and onboarding activity, ensuring work is delivered accurately, efficiently and in line with agreed service standards.
• The Senior Insurance Technician will act as a key point of referral for colleagues, supporting query resolution, technical decision‑making, training, coaching and consistent application of process across the team.
• The role will support the Team Manager in monitoring quality, workload, capacity, performance, service delivery and operational controls, helping to identify trends, risks, training needs and opportunities for process improvement.
• The Senior Insurance Technician is expected to lead by example, promoting a professional, collaborative and improvement‑focused culture aligned to agreed procedures, departmental priorities and company values.

• Complete Senior Insurance Technician processing and administrative activities across MOS work streams, including Insurance, Reinsurance and CST ensuring output is accurate, timely and completed to the required quality standards.
• Act as a subject matter expert and first point of referral for technical queries, process questions and escalations across relevant MOS activities, providing clear guidance to colleagues and escalating appropriately where required.
• Support the Team Manager with the day‑to‑day running of the team, including workload coordination, prioritisation, capacity awareness, service delivery monitoring and follow‑up on outstanding actions.
• Support and deliver training, coaching and knowledge sharing for new and existing team members, including contribution to induction plans, refresher training and cross‑training across MOS work streams.
• Review Quality Assurance feedback, identify error trends and training needs, support root cause analysis and help implement corrective actions in collaboration with the Team Manager and Quality Assurance colleagues.
• Prepare, review or contribute to management information, operational reporting, workload summaries and performance updates required by the Team Manager, department or relevant stakeholders.
• Identify process improvement opportunities across MOS activities and support the development, testing, documentation and embedding of agreed changes.
• Build effective working relationships with internal stakeholders across underwriting, reinsurance, credit control, IT, operations, system support functions and other business areas relevant to MOS delivery.
• Support onboarding of new activities, lines of business, processes or system changes into MOS by contributing to training material, process documentation, control checks and transition planning.
• Support operational controls, audit readiness and evidence gathering for relevant review activity, including PWC, SOX, internal audit or other control‑related requirements where applicable.
• Meet regularly with the Team Manager to discuss workload, quality, performance, risks, progress against priorities and any mitigating or remedial actions required.
• Provide agreed cover and support for Team Manager duties during periods of absence…