Technical Manager

• Contribute to the overall management of CST and development of strategy, policy, procedures and practice, working with management team to ensure consistency
• Debate and agree process improvements identified by Technical Forum
• Ensure any process change follows correct change methodology ensuring stakeholders are informed and consulted and relevant sign off processes followed; ensure that no team member changes any processes without going through this
• Help to drive implementation of initiatives to improve CST service and offering
• Lead and/or contribute to a range of projects, as required
• Work with Operations Manager to ensure team is scalable and flexible for growth and change
• Work with Operations Managers to obtain data and supporting information to make cases for change projects

• Analyse regular management information to track service delivery, identifying ways to improve service with management team
• Ensure effective operational onboarding of new teams / business within team, balancing priorities with current workload; work with Operations Manager to put in place mitigations and effective communication to ensure any issues are resolved promptly
• Has own technical workload which may include work from other teams, alongside acting in a management capacity in team
• Identify and implement any solutions to issues and problems with the service provided in operational area, working to minimise any E&O risk
• Identify any potential E&O risk and escalate
• Integrate any outsource providers utilised within team, ensuring work is effective and resource is allocated effectively, escalating any poor performance appropriately
• Responsible for achieving standards set within Service Level Agreements (SLAs), reviewing them regularly with Operations Manager to determine their appropriateness
• Responsible for first class service to internal and external clients within team
• Work closely with Operations Manager and Planning and Performance Manager to input and review resource models and forecast reviews that ensure the team have enough staff to deliver excellent service

• Agree and set clear objectives and priorities within team, ensuring they are aligned with the business' vision, objectives and priorities
• Assist Operations Manager and provide a point of reference in their absence, including within any strategic or stakeholder groups
• Delegate responsibilities and decisions to help empower team members
• Lead by example filtering down through team to support CST culture
• Maintain effective working relationship with management of other functions in Cheltenham (e.g., IBA, Finance, IT) to ensure aligned communication and culture
• Responsible for performance of team, acting as first point of escalation
• Support, advise and provide specialist guidance and technical support to team members on any issues or development opportunities, acting as a mentor / coach
• Take a leading role in change initiatives whilst balancing the needs of the team
• Take a leading role in strategic changes in working practices and implement organisational plans that maximise the benefits of those changes
• Take prominent role in recruitment for team, conducting interviews where necessary, agreeing selection of new team members, and facilitating CST onboarding of new colleagues
• Use pertinent MI to monitor, review and evaluate the performance of individuals and team, working with Operations Manager and Head of CST to spot trends and prevent major issues
• Work with wider management team to ensure 'one team' culture is lived every day in CST, with a focus on results and client service through high performance and resilience
• Work with management team to ensure that progression framework is interpreted and implemented consistently, enabling colleagues to maximise their potential

• Assist with the development of staff to develop knowledge and promote cross-skilling
• Coach team members and identify development opportunities, working with colleague and CST management team to facilitate development and maximise potential
• Conduct regular 1:1 meetings and quarterly Talk Time Check-In meetings with team members and deal with issues to facilitate and improve the performance of the team
• Deputise in the absence of Ops Manager and provide advice and support on ad hoc basis
• Give timely and constructive performance feedback
• Have an understanding of business risks and work with Operations Manager and Head of CST to manage appropriately
• Manage and monitor absence, holiday requests and travel and entertainment budgets
• Work with Operations Manager and Head of CST to ensure team is managed effectively, ensuring new joiner onboarding emphasises both culture and process
• Work with Operations Manager and Head of CST to manage performance and behaviour in line with Company policies and procedures; ensure problems are addressed swiftly and escalated when necessary; ensure both overperformance and underperformance are called out and addressed

• Demonstrate servant leadership, working with Operations Manager and Head of CST to develop leadership skills and style

• Build and maintain strong and effective relationships with key internal and external stakeholders

• Accountable for productivity and quality of work in team
• Co-ordinate required resources needed for ad hoc projects, managing delivery expectations with Operations Manager
• Ensure that team members are deployed effectively in line with their skills and capabilities, playing to their individual strengths to achieve team goals
• Ensure work coming into the team is triaged effectively and allocated appropriately based on staff availability and workload
• Monitor team workloads, productivity and quality of work. Analyse and realign team resources effectively dependent upon demand and seasonal trends
• Set team member objectives and assign ad hoc tasks as may be necessary
• Work with Ops Manager and Planning & Performance Manager to review performance, forecasts, and to ensure appropriate resourcing recommendations are made

• Has own technical case load, working at Expert Technician level or higher
• Produce and analyse regular and timely management information
• It is understood that expertise in the technical function can be called upon by any team/resource within the Cheltenham operation
• Awareness of IBA and broking processes

• Technical, system and communication knowledge required to operate at an Expert Technician level
• Aptitude and appetite for people management
• Excellent interpersonal and communication skills, both written and verbal
• Strong attention to detail and a high level of accuracy
• CII Certificate qualified, Diploma preferable (in lieu of appropriate relevant technical experience)
• Further requirements around data and behaviours as set out in ‘Responsibilities and Requirements’ document

Amwins