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Job Description Job Title: Technical Manager Division: Client Services Team (CST) Location: Cheltenham – Hybrid Website: Amwins Global Risks At Amwins Global Risks, we succeed together. We’re not ‘just another London broker’ placing risks and signing contracts. We’re forging relationships that are built to last. With over 700 employees around the world and a global footprint across more than 150 countries, we’ve cemented our place as a top 10 contributor to Lloyd’s. Insurance is a relationship-based business, and achieving success means hiring the best talent in the industry. When you join us, we will encourage and support your professional and personal development as we invest in you and your learning to help you succeed and grow. We believe in a flat organisational structure that prizes expertise and relationships equally. We’ve built a workplace where talent, collaboration and inclusivity are valued, and our commitment to diversity, equity and inclusion helps cultivate an open, welcoming workplace where everyone who works with us can be themselves. Introduction The Technical Manager is responsible for a team of technicians managing, reviewing and monitoring the activities of the team, setting priorities and ensuring the team successfully completes workflow / tasks on a daily, weekly and monthly basis They will co-ordinate work activities with other teams with a focus on providing an effective processing service to internal and external customers. While performing some of the core technical tasks within the department, people and resource management is a significant part of the role, acting as the first line manager and primary contact for technical roles. Responsibilities Continuous Improvement • 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, • 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, • 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, • 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, • 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, • 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 Knowledge/Skills/Qualifications • 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 Please note – this role is hybrid with an expectation of at least three days per week in the office (once probation period passed).

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