DUA Technical Lead

As a DUA Technical Lead, you will apply advanced technical expertise to deliver complex client work and share knowledge across the business through structured training, peer-to-peer coaching and mentoring, process improvement and data-driven quality management.

This list is not exhaustive; you may be required to undertake additional tasks or projects outside your defined role in response to changing business priorities, provided these assignments correspond with your skills and experience.

Pro operates a hybrid working model and this role will be working mainly from home, with travel to the Gloucester, London, Horsham, Glasgow or Liverpool office on a weekly basis, and other hubs on occasion.

Responsibilities

• Client Delivery
• Support the Team Manager and Account & Operations Manager with client technical queries, ensuring Pro meets agreed service standards.
• Provide informed recommendations to clients, demonstrating technical expertise and reinforcing Pro’s position as a trusted expert advisor.
• Act as a referral point for complex technical queries.
• Carry out data-driven quality checks on team deliverables, identifying trends and recommending improvements.
• Provide technical leadership during key internal and external discussions and workshops.
• Leadership
• Train, mentor and coach junior and senior specialists through a structured accreditation programme, supporting effective knowledge sharing and retention.
• Contribute to the development and optimisation of training and process documentation, ensuring technical guidance remains current and aligned with best practice.
• Support Account and Operations Managers in assessing skill gaps and aligning training plans to accelerate proficiency and reduce operational delivery risks.
• Improve the training approach by identifying inefficiencies and implementing targeted plans to reduce unnecessary training hours and improve team utilisation.
• Use data-driven methods to assess training, process and performance gaps, supporting continuous improvement across the team.
• Technical Excellence
• Maintain up-to-date knowledge of Lloyd’s and the London Market and Lloyd’s bordereaux standards, proactively sharing relevant insights with the team.
• Demonstrate expert technical knowledge in bordereaux management, identifying process improvements and providing effective solutions.
• Provide advanced technical support across VIPR Intrali implementation projects and act as an escalation point for technical issues relating to mapping defects, Intrali configuration and output discrepancies.
• Act as a consultant to clients at acquisition and BAU stages.
• Proactively support the Account and Operations Managers and the Business Development team in preparing proposals for new business opportunities.

Essential Skills and Experience

• Experience as a technical SME within an outsourcing organisation.
• Strong leadership capability, role modelling Pro Values and leading by example.
• Excellent communication, coaching and mentoring skills.
• Strong proficiency in Microsoft applications, including Excel and Power Point.
• Ability to manage competing deadlines with a positive and conscientious approach.
• High agility quotient and emotional intelligence, with the ability to adapt positively to change.
• Strong commercial awareness, supporting contractual compliance, process optimisation, quality assurance and knowledge management.
• Willingness to travel for key internal and external workshops or engagements.

Desirable Skills and Experience

• Good understanding of team utilisation and how processes can positively or negatively affect it.
• Strong data analysis and quantitative reasoning skills, with the ability to draw insights from MI and recommend improvements to processes, people or organisational ways of working.
• Understanding of process design and documentation.
• Understanding of commercial models used within outsourcing organisations.
• Understanding of project management principles.
• Leadership, coaching and mentoring
• Integrity and professionalism
• Agility quotient
• Self-management
• Critical thinking and problem solving
• High attention to detail
• Organisational skills

Pro is a global business and consulting company focused solely on the insurance and reinsurance industries.

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