Operations Controller Team Leader
£30,000 – £34,200 per annum
37.5 hours per week
About The Role
We’re seeking an experienced and detail‑driven Operations Controller Team Leader to play a pivotal role in ensuring operational excellence, financial accuracy, and service quality across the department. This role sits at the heart of operations, acting as a key liaison between internal teams, Finance, external providers, and clients. You’ll lead and support a specialist team, oversee financial validations and provider payments, manage escalations, and ensure compliance with internal procedures and regulatory standards. If you thrive in a fast‑paced, regulated environment and enjoy combining leadership with hands‑on operational oversight, this is an excellent opportunity to make a real impact.
Key Responsibilities
Leadership & Team Management
- Provide practical and technical support to the Operational Support and Provider Overflow team.
- Lead by example, ensuring compliance with company policies and regulatory requirements (including FCA standards).
- Manage escalations and unresolved departmental queries effectively.
- Conduct regular performance reviews, providing constructive feedback and coaching.
- Support employee engagement, development, and retention through training, recognition, and career planning.
- Manage team schedules, time‑off requests, and ensure adequate coverage.
- Maintain accurate records relating to performance, attendance, and development activity.
Operational Excellence
- Ensure effective communication and collaboration across teams and departments.
- Manage personal workload and outstanding actions to agreed SLAs and KPIs.
- Proactively communicate relevant updates to clients, customers, and internal stakeholders.
- Contribute to the development, refinement, and adherence to standard operating procedures.
- Support continuous improvement initiatives to enhance efficiency and service delivery.
Provider Relations
- Approve payments to providers for services delivered to IMG customers.
- Act as a key liaison between the business and providers regarding payment queries.
- Support positive, professional relationships with external partners.
Finance & Auditing
- Serve as an operational liaison between Operations and Finance.
- Represent Operations in client billing and fee‑related queries.
- Oversee proforma invoicing and client pre‑funding processes.
- Validate case fees to ensure accurate compensation.
- Reconcile credit card payments and support recovery activities.
- Audit staff reserve entries and cost lines for accuracy and timeliness.
- Review large losses, ensuring appropriate documentation and coordination with Finance.
About You
You’re a confident leader with strong operational and financial acumen, able to inspire teams while maintaining exceptional accuracy and control in a regulated environment.
Essential Skills & Experience
- Minimum 5 years’ experience in a similar operational or financial leadership role.
- Strong capability in managing financial data, validations, and audits.
- Proven ability to assess performance metrics and drive improvement.
- Excellent numerical skills with a high level of attention to detail.
- Strong written and verbal communication skills, particularly in remote environments.
- Confident trainer and coach, capable of developing both individuals and teams.
- Calm, professional, and diplomatic approach when handling sensitive or high‑value queries.
Desirable
- Experience working in an insurance or compliance‑driven environment.
- Strong working knowledge of Microsoft Excel, Word, and PowerPoint.
- Experience dealing with VIP stakeholders, underwriters, or complex client interactions.
Why Join IMG?
- Competitive salary of £30,000 – £34,200
- Opportunity to step into a critical leadership and governance role
- Work within a regulated, professional, and highly collaborative environment
- Play a key role in financial integrity, operational efficiency, and service excellence
- Supportive culture focused on fairness, development, and continuous improvement
Apply today and take the next step in your career.
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