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Team Leader, WMI Operations Life & Pensions

  • Job reference DST/TP/57366/11621
  • Job type Full Time
  • Sector Life & Pensions/Insurance
  • Location Basildon
This vacancy has now expired.

The WMI Team Leader will be expected to manage and lead a team of employees. Communicates company and department goals, Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to the team.

Engage with coaches and develop the team to confidently and successfully meet and exceed business targets.

They will need to motivate team members, assess performance and hold 1:1 meetings with team members.

You will need to be able to provide exceptional service to all clients via appropriate means of communication e.g. telephone and written communication.

This should all combine to maximise business opportunities by building and developing positive Customer/Client relationships.

  • Closing Date - 4th July 2019
  • Grade - Team Leader (H/S4)

Main Responsibilities

As the Team Leader you will be expected to complete the following:-

  • Ensure the team provides an effective & efficient service function to customers, by any appropriate means of communication, to greatly enhance our reputation as a truly customer focused Company
  • Be prepared to achieve & strive to exceed minimum standards in line with KPIs, SLAs & Key Results Areas, both in terms of quality and productivity
  • Respond positively to the goals of the team and actively add to its success
  • Provide encouragement to team members, including communicating goals and identifying skills gaps
  • Ensure training plans are in place to support the team
  • Be a referral point for team members and to be first point of contact on escalated cases
  • Oversee team and actively seek and respond to feedback
  • Display flexibility and adaptability at all times in response to challenging, changing environment
  • Develop an understanding of all client profiles/products to be able to deliver outstanding customer service
  • Use service failures both internally & externally as an educator to improve our process, procedures & overall service to the customer
  • Develop and improve communication to ensure that we operationally meets business requirements
  • Support the Technical Support team to ensure that processes and procedures are appropriately controlled, monitored and documented
  • Commit to personally putting the customer first and providing an excellent customer service at all times.
  • Build positive working relationships with the quality coaches to discuss individual and team performance
  • Ensure that individual performance reviews (monthly 1:1's) are completed and documented. Include any training plans and coaching sessions to motivate and develop team.

These must include quality and productivity monitoring to coincide with ACE:-

  • Produce progression plans for future stars
  • Ensure support and Personal Improvement Plans are in place for staff that are under-performing
  • Can contribute to a good working atmosphere within own and wider team
  • Conducts team meetings to update team members and actively contributes to departmental meetings
  • Flexibility to support team with processes and work volumes when business needs dictate
  • Be a role model by adhering to DST policies and procedures
  • ensure own and teams regulatory training is completed within timescales
  • Supports team manager and performs management duties when manager is absent of out of the office - completing all controls that TMs are accountable for
  • Completes Return To Work (RTW) meetings with team members following absence

Ideal Candidate

  • Detailed knowledge of Life / Pension products or Life / Pension administration
  • IOC or equivalent, or commitment to study for IOC or equivalent
  • Basic keyboard skills to include awareness of MS Office packages
  • Good verbal reasoning and numeric skills
  • Ability to analyse and appraise work, to identify potential areas of concern that could lead to risk


  • Reference salary based on experience and in line with the ACE salary progression scheme
  • 20 Days holiday (increasing by 1 day for every year's service up to a maximum of 25 days)
  • 9% pension scheme (6% non-contributory & 3% self contribution)
  • Life Assurance (4 x salary)
  • Single person healthcare
  • Flex benefits scheme
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