Commercial Insurance Team Leader Unity Insurance Services Applicant Information Pack

Transcription

1 Cmmercial Insurance Team Leader Unity Insurance Services Applicant Infrmatin Pack 1

2 Cntents Page 3 Page 5 Page 10 Page 11 Intrductin Jb Descriptin Persnal Specificatin Terms and Cnditins f Emplyment 2

3 Intrductin Thank yu fr yur interest in the abve rle. This dcument des nt frm part f the terms and cnditins, but aims t give yu mre infrmatin abut the rle, its cntext and an utline f the wrk yu culd be invlved with. Backgrund t Unity Insurance Services Unity Insurance Services is a whlly wned cmmercial subsidiary f The Scut Assciatin (a natinal registered charity) and a specialist charity insurance brker. Authrised and regulated by the Financial Services Authrity, Unity aligns itself t the values f The Scut Assciatin and prvides specialist cmmercial insurance and risk management advice and brking services t the Assciatin s 100,000 plus vlunteers, leaders and trustees, and ver 7,500 Scut grups, districts and cunties. With 100% f its prfits dnated back int Scuting, Unity therefre als prvides a valuable incme stream t The Assciatin t help deliver its cre charity wrk. Building n this success f ver 50 years, a lyal and established client base and strng supprt frm its parent rganisatin, Unity has successfully re-psitined itself in recent years t expand int the wider vluntary sectr and aims t becme the leading insurance brker fr yuth charities and a key player fr insurance in the nt-fr-prfit market. Outline f Rle Whilst Unity s expansin int the wider sectr is n the hrizn, maintaining grwth and success f its cre business and custmers is critical and t help achieve this Unity is nw lking t appint a dynamic, pr-active and experienced cmmercial insurance prfessinal t manage a team f ffice based telephne accunt handlers and administrative staff. With a backgrund in cmmercial brking and schemes peratins, team develpment and ideally with sme previus experience in the charity sectr, the pst hlder will wrk clsely with the Insurance Operatins Manager (IOM), bring and develp best in class practices and standards t the current team and related areas f the insurance peratin. As such, the pst hlder will need t demnstrate successful delivery f peple management, use resurces bth effectively and efficiently and ensure the team prvide exemplary custmer service, meet incme target and service levels cnsistently. The pst will be based at the Insurance ffices in Lancing n the Suth cast. The rle is viewed as central t the develpment f further grwth f Unity Insurance and the successful management and develpment f a busy team. If yu pssess the knwledge, skills, tenacity and drive t perfrm this rle then we are cnfident yu will nt be disappinted with the scpe and ptential career which Unity Insurance can ffer at this exciting phase f its develpment. We lk frward t receiving yur applicatin 3

4 Applicatins: The clsing date fr applicatins is nn 09 February Please ensure in yur applicatin frm, that yu prvide nt mre than a 1000 wrd statement as t why yu believe yu are suitable fr the rle and what yu believe yu culd bring t the pst. Ensure yu address the pints in the persn specificatin (as attached in the relevant jb pack). Please dwnlad bth the applicatin frm and fill in the recruitment mnitring frm nline. The applicatin frm and any supprting C.Vs etc shuld be ed t human.resurces@scuts.rg.uk Interviews are planned t be held in Lancing n a date t be cnfirmed. Please nte that if yu have nt heard frm us within tw weeks f the clsing date please assume that yu applicatin has been unsuccessful. 4

5 Jb Descriptin JOB TITLE: Cmmercial Insurance Team Leader REPORTS TO: Insurance Operatins Manager DIRECTORATE: Finance JOB HOLDER: LOCATION: Lancing, West Sussex DEPARTMENT: Unity Insurance NUMBER OF JOB HOLDERS: 1 DIRECT REPORTS: 7 DATE OF JOB DESCRIPTION: 2 April 2012 PAY RANGE: Band F f Grup Scheme COMPETENCY LEVEL: Level 3 1. PURPOSE OF THE JOB (all psitins) T cntribute t the success f Unity and achievement f its aims and bjectives by prviding first line management supprt t yur team t maximise team perfrmance, quality and custmer satisfactin and sales. Be respnsible fr the day/day management f the cre ffice team which cmprises f 5 telephnes based insurance accunt handlers and 2 general admin staff (See rganisatin chart). The jb hlder will ensure at all times the team prvides a high quality, efficient and respnsive service t custmers, maintain cnsistency f service and managing resurces t meet service levels, whilst meeting the unit s cre annual incme targets. He/she will ensure the team are wrking cmpliantly and fllwing prcedures, caching, training & mnitring all aspects f their wrk n a day/day basis, meeting verall perfrmance and be the first line supprts his/her team n all matters including cmplaints handling. The jb hlder will nt nly maintain these base level requirements but add real value and imprve standards thrugh a number f areas such as: Evaluate and develp imprvements in current practices t help imprve efficiency and quality, dcumentatin f all prcedures Identifying any available resurce and pckets f capacity and effective use f these Training and develpment f the team t cntinually imprve sales, service and custmer handling skills, ensure team wrk t meet service levels, braden their insurance knwledge and capabilities. Assist the Insurance Manager with rt cause analysis f cmplaints and mitigatin f these 5

6 Assist the Insurance Manager t mnitr team cmpliance and implement cmpliance develpment prgramme e.g. file checks, reprting, TCF embedding initiatives Assist the Insurance Manager with reprting and analysis fr frecasting, budget preparatins, sales and incme trends etc 2. DIRECTORATE/DEPARTMENTAL OVERVIEW (and where the jb fits in) Unity Insurance Services is a cmmercial insurance brker and a whlly wned subsidiary f The Scut Assciatin and reprts int the Assciatin s Finance Directrate. The Scut Assciatin as a leading yuth charity prvides strategic directin, prgramme and develpment fr ver 0.5millin yung peple participating in Scuting activities delivered by ver 100,000 adult vlunteers. As such the assciatin has cmplex risks, wns substantial assets thrughut the UK and undertakes a diverse range f charity and cmmercial activities that require tailred insurance arrangements. In additin Unity arranges and prvide insurance t 7,500 Scut grups thrughut the UK wh deliver the Scuting prgramme fr the yung peple. As individual charities in their wn right, they wn assets, and undertake activities which require advice and a range f cmmercial insurance t prtect their members, activities and risks. The department has in the last few years expanded int the wider vluntary and charities sectr prviding charity insurance advice and brking t ther similar rganisatins. 100% f Unity s prfits are dnated back t the Assciatin. Hence Unity delivers an imprtant incme stream t the assciatin and its members t help supprt their cre prgramme. Unity is regulated by the Financial Services Authrity (FSA). As such the business and all its persnnel deliver regulated prducts and services and therefre must wrk in a highly cmpliant way, maintain strict cntrls, systems and cmpetency. The peratin is based in Lancing, West Sussex; a ttal f 14 frnt line staff cvering all insurance functins there is als shared resurce and supprt prvided frm TSA HQ in key management areas such IT, Finance and HR. The jb hlder reprts int the Insurance Operatins Manager wh in turn reprts t the Managing Directr f Unity (see rganisatin structure chart). The MD f Unity reprts int the Directr f Finance at TSA and is the principal Apprved Persn n the FSA register with CF1 accuntability. The MD is als accuntable t the Unity Bard f nn Executive Directrs. 6

7 3a. GUIDANCE AND AUTHORITY (managers nly) 3b. DETAILS OF ANY LIMITS/AUTHORITY LEVELS/SUPERVISION OF STAFF (supervisrs nly) The jb hlder has authrity t sign cheque within the agreed limits and instruct electrnic funds transfers fr client refunds and claims settlement in line with SISL plicy n financial delegatin which include claims payments and premium refunds t clients. The jb hlder is authrised by insurers t bind cver n their behalf subject t agreed limits with the binding agreements. The jb hlders is als authrised by insurers t settle claims n their behalf up t a limit f 3,000. The jb hlder is required t pr-activley identify prblems and put frward suitable slutins and nce agreed implement. All peratinal decisins r actins must first be agreed with the IOM befre prgressing. As team leader, the jb hlder prvides technical insurance advice t his/her staff as-well as directly t clients and discusses such matters with insurers. The jb hlder is required t cntribute new and imprved ideas, slutins, and prcesses t help the business mve frward and upn agreement with the IOM assist with the implementatin f these. 4. QUANTITIVE DIMENSIONS OF THE JOB (managers nly) The ttal annual incme budget fr the jb hlder s direct team is apprximately 1M. Mst f this is existing client business servicing and retentin but als new business and in cnjunctin with the IOM the jbhlder and his/her team are respnsible fr maintaining and grwing this budget. 5. PRINCIPAL RESPONSIBILITIES (all psitins) PRNCIPAL ACCOUNTABILITIES % f time (Nn - managerial) Day t day supervisin and versight f direct reprts Allcate, cntrl and mnitr daily wrkflw f the schemes team with 5 Accunt Handlers and tw administratin staff and their wrk t ensure all deadlines are achieved and wrk is cmpleted t a high standard, re-allcating wrk acrss the team n daily basis as apprpriate, ensure n backlg build up & the department meets its service levels. Identify spare 7

8 capacity within the team when they exist t ensure resurce fully utilized effectively Ensure at all times the team prvides exemplary service cnsistently, demnstrate excellent custmer fcus, give practive advice that ges abve and beynd and adhere t the cmpany s brand values, measure individual perfrmance and address issues prmptly and effectively Manage and c-rdinate resurces, staff leave and ensure adequate cver and frward planning at all times in the team t meet service levels. Identify spare capacity within the team where and when they exist t ensure resurce fully utilised effectively n a day/day basis t best effect and thrugh the year at quite trading times. Ensure team adpt and transact all business in accrdance with agreed prcesses and prcedures, mnitr these and actins taken prmptly where issues bserved Team Supprt Actively manage team t ensure mrale and mtivatin are kept at the highest pssible level, dealing with any persnnel issues Wrk pr-actively with the team t generate new business leads, increase cnversins and key renewals retentin by advising and guiding them, assisting with underwriter negtiatins where needed e.g. prblem clients / difficult t place risk. Escalatin and referral pint fr direct reprts n all technical matters, prblems and issues including cmplaints, supprting and assisting them, negtiating with insurers where required t help reslve these 1st line escalatin pint fr reslving client cmplaints in line with FSA rules. Attend custmer events bth sl r with team members as required frm time t time Team Develpment & training Manage the perfrmance and cmpetency f direct reprts thrugh annual appraisals, team meetings and 1:1s t ensure peple s abilities are fully realised and utilised 8

9 Cntinue t drive up the standards f the team thrugh caching, develpment and training, widening their sales and service skills and cmmercial insurance knwledge and capabilities t develp a mre seasned team, imprve client retentin, satisfactin levels and new business cnversins Ensure team undertake all cmpliance related and any ther training as agreed with the Insurance Manager Implement agreed /tactical initiatives t cntinually imprve team culture, team wrk and custmer fcus Help t drive up peratinal standards and quality Review, key all current insurance and ffice prcedures imprve efficiency, client servicing, retentin and incming new business enquiry cnversins. Assist the Insurance Operatins Manager with the cmpliance mnitring prgramme and embedding f Treating Custmers Fairly (TCF) practices, rt cause analysis f cmplaints Assist the Insurance Operatins Manager as required in implementing any ther cmpliance related peratinal prcedures. Prvide management infrmatin, as required, in an accurate and timely manner. 6. MAJOR CHALLENGES (managers nly - nt bligatry) 7. OTHER INFORMATION As an emplyee f an FSA regulated cmpany, the jb hlder is required t achieve and maintain cmpetence in their rle and wrk in a cmpliant way. Regular training, study and assessment must therefre be undertaken t ensure this. 9

10 8. KNOWLEDGE, EXPERIENCE AND SKILLS TO UNDERTAKE THE ROLE AT A FULLY ACCEPTABLE LEVEL (all psitins) E = Essential D = Desirable KNOWLEDGE Understanding and excellent knwledge the principles f insurance underwriting and risk (E) Knwledge f all classes f Cmmercial Insurance.(E) Knwledge f Insurance prcesses particularly in cmmercial brking (E) Knwledge r previus experience in the charity sectr (D) Prfessinal Insurance Qualificatins (D) EXPERIENCE Experience in cmmercial insurance industry and brking (E) Prven experience f leading telephne based insurance teams cvering sales and service (E) Experience f dealing with Llyds insurance market and binding authrity fr Llyds (D) Experience f dealing with a brad range f wider insurance markets, underwriters and claims managers within insurance cmpanies (E) Knwledge f FSA regulatins and prven experience f undertaking cmpliance mnitring activities (E) Gd experience f wrking with Insurance IT systems (E) Gd administratin, rganisatin wrkflw insurance prcesses (E) Prven experience in insurance prcesses Ability t wrk under wn initiative (E) Ability t wrk under pressure and tight deadlines(e) Experienced in presenting at custmer events (D) SKILLS Extremely strng team leading & peple management skills (E) Cmputer literate - excel, wrd, prject etc t intermediate level (E) Excellent custmer fcus with prven sales and service skills (E) Negtiating and prblem slving skills (E) Planning and rganisatin skills (E) Influencing and mediatin skills (D) Presentatin skills (E) Excellent verbal and written cmmunicatin skills bth internal and external E) Able t wrk t deadlines and/r under pressure and remain calm (E) Able t make timely decisins and exercise sund judgment in critical situatins (E) Sets the standard and clearly demnstrates by persnal example behaviurs required f team members (E) Builds gd wrking relatinships with insurers and clleagues t maximise cperatin and partnership aims (E) Ability t be flexible, dynamic and adaptable t change, able t attend client events sl and with team as required t represent the cmpany (E) 10

11 What s in it fr me? Annual Salary: Cmpetitive salary Unity participates in The Scut Assciatin s Grup Pay Scheme, salaries are paid mnthly by direct transfer n r abut the 20 th f the mnth. Salary reviews take place annually and subject t satisfactry business perfrmance and individual perfrmance measured thrugh the annual appraisal prcess. An attractive range f benefits ffered (see belw). Overtime is nt paid althugh time f in lieu may be authrised at the discretin f yur line management. Hurs f Wrk: 35 hurs per week Ntice Perid: 1 mnth Lcatin: Unity Insurance Limited, Lancing, West Sussex Hliday Entitlement: 23 days per year plus bank hlidays. This increases after tw years service t 26 days and after five years t 30 days. Prbatinary Perid: This pst is subject t a 6 mnth prbatinary perid. Emplyee Benefits an intrductin The Scut Assciatin is keen t ensure that all Grup emplyees are ffered a range f attractive benefits. At the same time, we als need t cater fr a variety f needs and lifestyles. Benefits apply t emplyees upn cmpletin f three mnths in their rle unless therwise stated. Lking after yur health and wellbeing Simply Health medical scheme Emplyees have access t the Simply Health medical scheme. Full details are available n emplyment but a summary f the benefits is as fllws: Dental 100% - up t 120 Optical 100% - up t 120 Face t face cunselling sessins up t 6 sessins Private cnsultatin and diagnstics 100% - up t 300 Physitherapy/Ostepathy/Chirpractic/Acupuncture/Hmepathy 75% - up t 300 There is an pprtunity t add a partner and up t fur children t this scheme at an additinal cst t the emplyee. Sickness Absence The Assciatin pays sickness abve the statutry minimum requirement. 11

12 Keeping fit and active Emplyees can benefit frm discunted rates n gym membership. Being a member f the Health Club and Wellbeing Scheme gives yu and yur family access t the lwest crprate membership rates at ver 2,000 health clubs, gyms and leisure centres acrss the UK. Lking after yur future Pensin Fr all emplyees, the Assciatin has a Grup Persnal Pensin Plan. This plan allws emplyees t cntribute a minimum f 1.5% f their grss salary up t the maximum allwed within HMRC limits. The Assciatin will cntribute twice the emplyee s cntributin, up t a maximum f 10% f grss salary. Life Assurance All emplyees are cvered by a scheme which pays tw times the basic salary in the event f death in service. Getting t and frm wrk Interest free seasn ticket lan Emplyees may apply fr a lan t assist with the purchase f a travel seasn ticket. The lan will be paid back mnthly by autmatic deductin frm salary. Car parking All sites ffer free car parking t emplyees Cycle t Wrk scheme This scheme is a frm f salary sacrifice which enables emplyees t purchase a bicycle thrugh the Gvernment s Cycle t Wrk Scheme and can save yu up t 50% n the retail value (depending n the emplyees tax bracket). Minibus Service (Gilwell Park) A minibus service is prvided which cllects clleagues at 08:40 and 08:50 frm Chingfrd Statin and drps ff t the same lcatin at 17:00 hurs. Lking after yur nearest and dearest Carer s Leave Up t three day s paid leave a year please see ur Leave plicy. Maternity Leave The Assciatin pays maternity leave abve the statutry minimum requirement. Paternity Leave The Assciatin pays paternity leave abve the statutry minimum requirement. Childcare Vuchers This scheme is a frm f salary sacrifice, enabling emplyees t purchase childcare vuchers. 12

13 Making yur mney g that little bit further Scut Shps purchase Emplyees can make purchases frm Scut Shps LTD with a discunt f 25% n certain items, excluding unifrms. Restaurant discunt card This discunt card is in cnjunctin with TasteCard and allws a range f discunts (up t 50%) n a range f restaurants acrss the UK. This can be purchased fr apprximately 30. Develping yurself and thers Study and vlunteer leave Special leave includes paid leave fr vlunteering and study leave. 13