Title: Customer Service Team Leader - Onboarding Team Location: Douglas, IM

Description:

**Location**: Isle of Man, Douglas

Canada Life UK looks after the retirement, investment and protection needs of individuals, families and companies. We help to build better futures for our customers, our intermediaries and our employees by operating as a modern, agile and welcoming organisation.

Part of our parent company Great-West Lifeco, Canada Life UK has operated in the United Kingdom since 1903. We have hundreds of respected and supported employees committed to doing the right thing for our customers and colleagues.

Canada Life UK is transforming to create a more customer-focused business by providing our customers with expertise on financial and tax planning, offering home finance and annuities propositions, and providing collective fund solutions to third party customers.

**Job Purpose**

Under the delegated authority of the Customer Journey Manager, the Customer Journey Team Leaders are accountable for the health of the people under their leadership. They are required to lead and manage teams to ensure their active engagement within the Customer Journey.

**What You'll Do**

**To pro-actively monitor and measure the Health of the People to ensure common understanding of goals and to maintain a high performance culture which ultimately adds value to the customer**

Set clear performance objectives for all team members that can be directly linked to quality of service and putting the customer at the heart of everything we do

Build a one team mind set and a culture of high performance as standard

Identify and develop, in collaboration with team members, development plans and opportunities to support individual ambitions, company succession plans and fulfil any skill gaps within the team

Actively promote a culture of wellbeing and the adoption of an acceptable work life balance

Provide regular formal and informal coaching opportunities for team members

Provide regular formal and informal means of feedback and two way communication opportunities to the team

Ensure that any change to processes, the overall team or the wider business as a whole are communicated proactively, and clearer understood by team members

Provide first point of conflict resolution for team members when required

Manage under performance proactively and constructively to protect team morale and our high performance culture.

**Monitor statistics, feedback and trends in respect of the part of the Customer Journey for which they are responsible, to support the Customer Journey Manager in ensuring the process stays connected to the customer**

Work collaboratively with the Business Process Analysts, utilise data to make real time decisions regarding the identification and prioritisation of the continuous improvements to process

Use feedback loops to identify opportunities from customers and team members for continuous process improvement

Utilise data to make real time decisions on team capacity and to ensure team members remain focused on quality

Visibly support experiments and prototyping for process improvement, redesign and growth

Understand experiments ran by the Business Process Analyst and their outcomes.

**Engage and collaborate with peers across both the International Business and the wider group to ensure a consistent approach is followed.**

Build networks and strong relationships with colleagues outside of immediate team, to promote a one team spirit

Share experiences and successes in order to break down silos and support the International strategy throughout all areas of the business.

**Who You Are**

Good understanding of our (Tatham) process improvement methodology and the requirements for a successful CPI

Demonstrates the following Canada Life leadership capabilities:

People Develops talent and builds collaborative partnerships

Performance Executes for best results and leads organisation forwards

Communication Strong and professional

Manages and develops resources Proven ability to lead effectively

Conflict resolution

Strong time management and prioritisation

Ability to work under own initiative

Manages teams, ability to pull their people with them

Acts with integrity

**Knowledge and Experience**

Preferred:

Previous Team Leader experience

**What youll like about working here**

As a Canada Life UK colleague, youll receive a competitive salary and comprehensive reward package including income protection, private medical insurance and life assurance, along with a generous pension and bonus scheme. Youll also receive the support you need with your personal and professional development.

**Diversity and inclusion**

Canada Life is committed to a diverse and inclusive workplace. Our role as an employer of choice is to provide the right environment for talented people to do their best work, by respecting, understanding and valuing individual differences