Job Description
Team Manager: Private Client Operations
Location: Edinburgh (Hybrid: 3 days Office / 2 days Home) Team Size: 14 Account Handlers Package: £50 – £60 K + Benefits
The Opportunity: Lead the Engine Room of Private Wealth
Our client is a global, employee-owned insurance leader that prioritizes people over policy numbers. We are seeking an operational Team Manager to lead, mentor, and elevate a high-performing team of 14 Private Client Account Handlers in our Edinburgh hub.
This isn’t a “back-seat” management role. You will be the cultural and technical heartbeat of the team, ensuring that our High-Net-Worth (HNW) clients receive a gold-standard service while fostering an environment where your handlers can thrive, develop, and progress.
People Leadership & Coaching
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Team Orchestration: Lead and inspire a team of 14 Account Handlers, managing day-to-day workflows to ensure seamless client service.
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Talent Development: Conduct regular 1-to-1s and coaching sessions. You will identify training gaps and mentor handlers through their CII qualification journeys.
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Performance Management: Set clear KPIs and SMART objectives, ensuring the team stays motivated and aligned with the firm s “client-first” ethos.
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Recruitment & Onboarding: Lead the hiring process for new talent and ensure a best-in-class integration into the team.
Operational Excellence
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Workflow Management: Oversight of the renewal cycle, mid-term adjustments (MTAs), and new business processing to ensure 100% accuracy and contract certainty.
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Service Standards: Monitor call quality and correspondence, reducing abandonment rates and ensuring every HNW interaction is sophisticated and professional.
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Compliance Oversight: Act as the first line of defense for FCA and GDPR compliance, ensuring all 14 handlers adhere to strict UK regulatory standards.
Strategic Contribution
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Process Innovation: Identify “bottlenecks” in the current handling process and implement smarter ways of working.
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Retention Strategy: Analyze lapse reports and renewal data to drive industry-leading retention rates across the team s portfolio.
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Stakeholder Collaboration: Build strong internal networks with Brokers and Directors to ensure a unified approach to client wealth management.
The Profile
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Proven Leadership: Experience managing a team of at least 8 10+ individuals within a UK insurance or financial services environment.
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HNW Expertise: A minimum of 7 years experience in the insurance market, with a deep understanding of the private client sector.
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Qualified Professional: Dip CII certified (working towards ACII) and ideally ILM Level 3/5 certified.
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Operational Precision: A data-driven mindset with the ability to manage high volumes of work without compromising on quality.
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Communication: The ability to influence, de-escalate complex client issues, and motivate a diverse team.
Why Join a Leader?
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Employee Ownership: When the company wins, you win. Access to a unique share scheme that puts the business in your hands.
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Hybrid Empowerment: A balanced 3:2 hybrid model designed around trust and professional autonomy.
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Culture of Bravery: We encourage our managers to try new leadership styles and operational ideas.
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Well-being First: Comprehensive benefits including volunteering days, mental health support, and a commitment to work-life harmony.
Are you ready to lead 14 of the best handlers in the business? APPLY TODAY!
Cowell Recruitment Ltd is an equal opportunities recruitment agency. E&OE.
