Operations Controller Team Leader

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.

IMG is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, genetic information, disability, age, veteran status, and other protected statuses as required by applicable law.