Job Description Job Title Technical ManagerDivision Client Services Reports To Operations ManagerLocation Cheltenham Website www.amwinsglobalrisks.com Amwins Global Risks At Amwins Global Risks, we succeed together. We’re not ‘just another London broker’ placing risks and signing contracts. We’re forging relationships that are built to last. With over 700 employees around the world and a global footprint across more than 150 countries, we’ve cemented our place as a top 10 contributor to Lloyd’s.Insurance is a relationship-based business, and achieving success means hiring the best talent in the industry. When you join us, we will encourage and support your professional and personal development as we invest in you and your learning to help you succeed and grow.We believe in a flat organisational structure that prizes expertise and relationships equally. We’ve built a workplace where talent, collaboration and inclusivity are valued, and our commitment to diversity, equity and inclusion helps cultivate an open, welcoming workplace where everyone who works with us can be themselves.Introduction Responsible for realising the CST vision in own team. Accountable for service delivery across team continually reviewing technical processes and implementing improvements where necessary. Co-ordinate work activities with other teams with a focus on providing an effective processing service to internal and external customers. Act as a senior technical escalation point within the CST office and as first line manager and primary contact for Apprentices, Technicians and Account Handlers.ResponsibilitiesLeadershipSet objectives and priorities within team, agreed with Operations Manager, ensuring they are aligned with the business goalsMaintain effective working relationship with management of other functions in Cheltenham to ensure aligned communication and cultureWork with management team to ensure 'one team' culture is lived every day with a focus on results and client service through performance and resilienceWork with management team to ensure that progression framework is interpreted and implemented consistently, maximising colleague potentialSupport, advise and provide specialist guidance and technical support to team members on any issues or development opportunities, acting as a mentor/coachTake prominent role in recruitment for team, conducting interviews where necessary, agreeing selection of new team members, and facilitating CST onboarding of new colleaguesUse pertinent MI to monitor, review and evaluate the performance of individuals and the teamDelegate responsibilities and decisions to help empower people and teamsResponsible for performance of team, acting as a first point of escalationAssist Operations Manager and provide a point of reference in their absence, including within any strategic or stakeholder groupsMaintain a professional attitude towards the team, always being visibly supportive of the decisions of the management teamLead by example filtering down through whole management team to support CST cultureRelationship ManagementBuild and maintain strong and effective relationships with key internal and external stakeholders, ensuring business trust in CSTContinuous ImprovementContribute to management of CST and development of strategy, policy, procedures and practice, working to ensure consistency and alignmentHelp to drive implementation of initiatives to improve CST service, and offering, to help enable business growthDebate and agree, with management team, process improvement projects and technical training requirements identified by Technical ForumWork with Operations Manager to obtain data and supporting information to make cases for change projects with Head of Client ServicesLead and/or contribute to a range of projects, as requiredConduct root cause and data-based analysis on any issues within team to identify and implement potential solutionsIdentify individual training needs and develop and implement the required training to educate team membersService DeliveryResponsible within team for ensuring CST are service provider of choice for internal and external clientsAnalyse regular management information to track service delivery, identifying ways to improve service with management teamResponsible for achieving standards set within Service Level Agreements (SLAs), reviewing them regularly with Operations Manager to determine their appropriatenessIdentify and implement any solutions to issues and problems with the service provided in team, working to minimise any E&O riskResource ManagementWork with Operations Manager, Head of Client Services, and Planning & Performance Manager to review performance, forecasts, and to ensure appropriate resourcing recommendations are madeSet team member objectives and assign ad hoc tasks as may be necessaryEnsure work coming into the team is triaged effectively and allocated appropriately based on staff availability and workloadMonitor team workloads, productivity and quality of work. Analyse and realign team resources effectively dependent upon demand and seasonal trendsCo-ordinate required resources needed for ad hoc projects, managing delivery expectations with Operations ManagerAccountable for productivity and quality of work in teamPeople ManagementConduct regular 1:1 meetings and quarterly Talk Time Check-In meetings with team members and deal with issues to facilitate and improve performanceCoach team members and identify development opportunities, working with team members and CST management team to facilitate development and maximise team members’ potentialManage and monitor absence and holiday requestsAddress unsatisfactory performance and problem behaviour in line with Company policies and proceduresGive timely and constructive performance feedback, intervening early and decisively when identifying any potential performance issuesAssist with the formal and informal development of team members to develop knowledge and promote cross skillingDeputise in the absence of Operations Manager and provide advice and support on ad hoc basisArrange and implement focused team meetingsTechnicalHas own technical case load, working at Expert Technician level or higherProduce and analyse regular and timely management informationIt is understood that expertise in the technical function can be called upon by any team/resource within the Cheltenham operationAwareness of IBA and broking processesRequirements Technical, system and communication knowledge required to operate at an Expert Technician levelAptitude and appetite for people managementCommit to be in the office at least 3 days per weekExcellent interpersonal and communication skills, both written and verbalStrong attention to detail and a high level of accuracyCII Certificate qualified, Diploma preferable (in lieu of appropriate relevant technical experience)