Implementation Support Team Leader

BRIDGE+ Implementation Support Team Leader to lead a team responsible for supporting the deployment and embedding of PolicyCenter across NFU Mutual. 80% Hybrid working from either Stratford Upon Avon or one of our regional offices including York, Bristol, Belfast or Glasgow. BRIDGE+ is a programme delivering policy sales, service, underwriting and digital solutions. Reporting to the BRIDGE+ Service Delivery & Underwriting Lead, combining people leadership with operational delivery to design and lead day-to-day support activity underpinning a successful deployment. This role ensures customers and colleagues receive first-class service, fair outcomes for members, and that service level agreements, regulatory requirements and operational objectives are met. The role offers opportunities to lead through change and work with a wide range of stakeholders within a major transformation programme.

What you’ll be doing:

• Lead, manage, recruit, coach and develop a high-performing support team, ensuring clear expectations, engagement and capability to deliver excellent service.
• Plan, prioritise and monitor team activity in line with the BRIDGE+ deployment and migration plan, ensuring a consistent and seamless customer experience.
• Build and maintain strong working relationships across BRIDGE+ workstreams, Agents, Mutual Direct, Regional Underwriting and Group IT.
• Oversee the application of policies, procedures and controls in collaboration with BAU governance teams, ensuring compliance with NFU Mutual standards and regulatory requirements.
• Manage risks, issues, complaints and breaches effectively, escalating where appropriate.
• Use management information and adoption metrics to assess demand, effectiveness and solution uptake, implementing improvements where needed.
• Support the realisation of customer and business case benefits through effective operational support and continuous improvement.
• Deliver short-term and one-off projects or activities aligned to agreed outcomes and priorities.

You’ll be an experienced people leader with a strong operational mindset and a passion for delivering high-quality service during periods of change. You’ll be confident working across teams and functions, balancing customer experience, regulatory requirements and delivery objectives.

You’ll also bring:

• Proven experience leading people in a line or matrix management environment.
• Strong planning, prioritisation and performance management skills.
• The ability to build effective working relationships with a wide range of stakeholders.
• Experience supporting operational delivery, change or project activity.
• A collaborative, coaching-led leadership style.
• Knowledge of general insurance principles, processes or underwriting environments (desirable).

Working at NFU Mutual:

We’re one of the UK's leading general insurance and financial services companies. For over 110 years we’ve put our customers at the heart of everything we do. Our people are just as important to us. We pride ourselves on being "a great place to work" and our Gallup Exceptional Workplace 2025 award was not only awarded with Distinction but also named us as the first UK-based company to receive a Gallup Exceptional Workplace for ten years in a row. We are also the only Insurer to feature in the LinkedIn Top 15 Companies 2025 list of 'Best midsize employers to grow your career in the UK', the Glassdoor Best Places to Work UK List 2023 and 2024, and were recognised as a certified UK Top Employer by the Top Employers Institute in 2023, 2024 and 2025.

We offer a supportive culture where we empower and inspire our people to perform, offer them opportunities to grow, and recognise and reward their contribution. Our people are proud to work for a company that respects them and their communities, and they trust us to be financially sustainable, so we are successful now and in the future. At NFU Mutual, we support an inclusive workplace and value all the differences that make us unique. We celebrate the creativity and innovation that comes from diverse perspectives and experiences and share a common vision of doing the right thing for our customers and employees.

We recognise that some candidates may experience barriers during the recruitment process. So, we encourage candidates to discuss any adjustments or accommodations they need to be the best they can be throughout our recruitment process. We’re proud to be a Disability Confident Employer, a Race at Work and Women in Finance Charter signatory and welcome applications from people of all backgrounds, regardless of age, ethnicity, disability, neurodiversity, gender, religion, marital status, sexual orientation, or socioeconomic background.

Benefits and rewards:

• £43,550 - £50,000 depending on experience.
• Annual bonus (up to 17.5% of salary).
• Contributory pension scheme, up to 20%, including your 8% contribution.
• 25 days annual leave + bank holidays + buy/sell/save holiday trading scheme.
• A Family Friendly policy that helps you balance your work and family responsibilities.
• Access to savings at High Street brands, travel and supermarkets.
• £20 contribution to a monthly gym membership - subject to T&Cs.
• Health and wellbeing plan - cashback for dentist, opticians, physio and more.
• Access to voluntary benefits, including health assessments, private medical insurance and dental insurance.
• Employee Volunteering - volunteer in the community for one day each year.
• Unlimited access to Refer a Friend £500 bonus scheme.
• Life Assurance cover of 4 x salary.
• Employee discounts of 15% on a range of NFU Mutual insurance policies.
• Salary sacrifice employee car scheme - subject to eligibility.