Job Category: Call Centre and Customer Service Senior Technical Manager As a Senior Technical Manager, you’ll play a pivotal role in elevating technical capability and driving operational excellence across our Customer Service & Operations function. You’ll bring deep expertise to guide teams, champion continuous improvement initiatives, and ensure the delivery of high-quality, compliant services. You’ll influence outcomes for customers, partners, and internal stakeholders by embedding best practices, optimising processes, and fostering a culture of performance and innovation. Lead the team’s technical capability through effective communication, coaching and fostering a culture of collaboration and teamwork. Provide expert technical advice to leaders and stakeholders, embedding a culture of customer‑centricity, technical excellence, and continuous improvement. Ensure best‑practice processes, methodologies, and quality frameworks are developed, maintained, and continuously improved. Ensure an effective control framework is in place and adhered to across all processes. Drive high‑quality outcomes and champion change that delivers meaningful business impact. Strengthen technical capability across the team to meet current and future business needs. What skills and experience you’ll bring on this journey Extensive leadership experience within financial services/insurance, with a strong team management track record and uplifting capability in service/operational environments. Deep technical and operational expertise in the service/operations, including telephony, policy administration, CRM & digital systems, and end‑to‑end service processes. Proven ability to lead and embed continuous improvement, including identifying inefficiencies, removing duplication, and implementing sustainable process enhancements. Excellent communication and interpersonal skills, with the ability to influence, challenge constructively, and build trusted relationships at all levels of the organisation. Strong stakeholder engagement skills, with experience collaborating across functions such as Product, Technology, Underwriting, Claims, Sales, Finance, Legal, and Governance. High level of resilience, adaptability, and sound judgement, with the ability to navigate ambiguity and maintain a solution‑focused approach under pressure. Benefits Job flexibility: hybrid approach with 3 days in office and 2 days from home after training. Career growth: comprehensive onboarding, continuous professional development, supportive work environment. Leave benefits: regular annual and personal leave, anniversary leave, volunteer leave, and comprehensive paid parental leave scheme. Complementary travel insurance to support your professional journey and passion for travel. J-18808-Ljbffr