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Role Summary and Purpose

• 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 workstreams.

• 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.

Key Tasks and Responsibilities

• ·       Complete Senior Insurance Technician processing and administrative activities across MOS workstreams, 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 workstreams.
• ·       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 or operational need, within the scope of the Senior Insurance Technician role.
• ·       Complete other ad-hoc duties consistent with the Senior Insurance Technician role and the wider priorities of MOS.

Role Requirements & Skills

Skills / Competencies

• Strong technical understanding of MOS processes and the ability to apply this knowledge consistently across Insurance or Reinsurance, CST and related operational activities.

• Confident communicator with the ability to provide clear guidance, support colleagues, manage queries and build effective relationships with stakeholders.

• Able to prioritise and organise workload in a busy operational environment, balancing hands-on processing with referral, coaching and Team Manager support responsibilities.

• Strong attention to detail and a quality-focused approach, with the ability to identify trends, risks, training needs and improvement opportunities.

• Good working knowledge of Microsoft Office, particularly Excel, with confidence using data, MI and reporting to support operational decision-making.

• Proactive, adaptable and improvement-focused, with willingness to learn new activities, support change and contribute positively to team development.

Qualifications

·        GCSE Mathematics & English Grade C and above

·       Insurance Qualifications desirable but not essential

Experience

• Experience working within insurance operations, ideally within MOS or a comparable operational support environment.

• Strong working knowledge of Insurance and/or Reinsurance processes, with expectation of continued cross-training across relevant MOS workstreams.

• Experience supporting technical queries, coaching colleagues or acting as a point of referral within a team environment.

• Understanding of London Market processes and terminology.

• Experience contributing to quality improvement, process change, training, MI/reporting or operational control activity would be desirable.

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