Elite Sales Team Manager

Who are we?

Howden is a global insurance group with employee ownership at its heart. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 24,000 employees spanning over 56 countries.

People join Howden for many different reasons, but they stay for the same one: our culture. It’s what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities - work / life balance, career progression, sustainability, volunteering - you’ll find like-minded people driving change at Howden.

Role Purpose

The Elite Sales Team is a nationally coordinated specialist new business function that supports branches by converting opportunities, driving sustainable growth and improving client availability. It remains closely aligned to branch objectives and local management support.

The Elite Sales Team Manager will lead the implementation, management and ongoing evolution of the proposition. Reporting to the Senior Divisional Director, the role is the central point of accountability for performance, people, standards, operating practices, governance and future development. It combines hands-on leadership with the authority and strategic capability to challenge, improve and scale the model.

Working with Branch Managers, Divisional Directors, specialist centres and senior leaders, the postholder will oversee and develop a high-performing, sales-driven and professional culture that delivers excellent client outcomes. The expectation is never to stand still, but to use data, insight and experience to continuously improve results.

Key Accountabilities

Leadership, Strategy & Governance

• Own the Elite Sales Team proposition and, take full accountability for its ongoing performance, development and continuous improvement.
• Set and embed clear operating standards, service levels, governance, accountabilities and ways of working.
• Lead the future strategy and evolution of the team, proactively identifying opportunities rather than waiting for direction.
• Act as the escalation point for significant performance, conduct and operational matters.
• Communicate credibly and influence effectively from colleague and branch level through to the Executive Board.

Commercial & Performance Ownership

• Own the team budget and profit and loss performance, including income, productivity, cost control and return on investment.
• Own individual and collective performance against agreed objectives, using accurate and actionable management information.
• Establish a disciplined performance rhythm that identifies trends, opportunities and underperformance and converts insight into action.
• Ensure consistent performance management standards and support local managers where intervention is required.

Sales Funnel & KPI Improvement

Own continuous improvement across the complete lead lifecycle:

Leads, Valid leads, Worked leads, Contacts, Quotes, Sales, Income

• Track and improve lead response time, contact rate, quote rate, conversion, new business income, productivity and cost per sale.

ELITE SALES TEAM MANAGER

ACCOUNTABILITIES

Client Outcomes, Quality & Compliance

• Hold clear accountability for sales quality, regulatory compliance and fair client outcomes, with the same ambition for quality as for growth.
• Ensure the team operates within applicable compliance frameworks, including conduct risk and the identification and support of vulnerable clients.
• Use quality assurance results, complaints, cancellations, client satisfaction and NPS to identify risk and drive improvement.
• Work constructively and confidently with Compliance and other control functions, acting promptly on evidence and maintaining robust standards.

People, Culture & Talent

• Lead recruitment, onboarding, coaching and development, with clear expectations and accountability.
• Build colleague capability, engagement and retention, with a sustainable succession and talent pipeline.
• Support Branch Managers and the Training function to deliver high quality coaching.
• Share successful sales behaviours and ensure colleagues have the product knowledge and technical capability required to succeed.
• Create an enjoyable, competitive and sales-driven environment founded on professionalism, integrity and strong client outcomes.

Operating Model & Resource Management

• Oversee workforce planning, remote leadership, shift arrangements, service coverage and effective resource deployment.
• Monitor working hours, Saturday coverage, service availability and abandoned opportunities, recommending changes that improve productivity and client outcomes.
• Mobilise and embed a clear, scalable operating model capable of supporting future growth.
• Balance central ownership with effective branch management support, clear responsibilities and transparent communication.

Incentives, MI & Improvement

• Own reporting for performance, productivity and incentives, ensuring information is accurate, relevant and actionable.
• Review targets and incentive arrangements and recommend evidence-based improvements.
• Use client, colleague and branch insight to drive continuous improvement and share best practice.
• Provide concise performance updates, risks and recommendations to senior leadership.

Referrals & Specialist Products

• Ensure specialist opportunities are identified and referred through agreed processes.
• Monitor referral volumes, conversion, quality, attribution and reward, ensuring consistent application across the business.
• Build effective collaboration with specialist centres and support colleagues to maximise appropriate opportunities.

Branch & Stakeholder Relationships

• Maintain trusted relationships with branches and ensure the team remains aligned to branch growth objectives.
• Earn branch confidence through reliable service, transparent attribution and effective communication.
• Gather stakeholder feedback, resolve issues and maintain engagement through change.

ELITE SALES TEAM MANAGER

CAPABILITY & SUCCESS

Key Skills & Experience

Essential

• Proven sales, insurance or client service leadership experience, including multi-site or remote teams.
• Strong understanding of new business, sales, client outcomes and performance management.
• Commercial acumen, including budget, profit and loss or similar financial accountability.
• Ability to analyse data, diagnose funnel performance and turn insight into action.
• Confident communicator and influencer, including at Executive Board level.
• Strong coaching, people development, organisational and project management skills.
• Resilient and adaptable, able to lead change, challenge constructively and manage competing priorities.
• Credible in maintaining high quality, conduct and regulatory standards while delivering growth.

Desirable

• Knowledge of branch operations and personal lines sales environments.
• Experience designing incentive schemes, workforce plans or large-scale operational change.
• Experience of remote sales or contact-centre operations and modern telephony environments.

Key Behaviours

Leads by example: Sets high standards and acts with integrity and professionalism.

Challenges constructively: Addresses underperformance, tests assumptions and makes evidence-led decisions.

Builds trust: Creates clear accountability, communicates openly and follows through.

Creates energy: Celebrates success and builds an enjoyable, competitive, sales-driven culture.

Thinks ahead: Anticipates change, brings forward ideas and continually looks for the next improvement.

Owns outcomes: Takes responsibility for people, performance, quality, clients and commercial results.

What Success Looks Like

• Clear, scalable operating model with defined ownership and governance.
• Improved funnel performance, availability, income, productivity and cost.
• Strong quality, compliance and client outcomes.
• Accurate insight drives performance and improvement.
• Capable, engaged and accountable team with strong retention.
• Reliable branch service, attribution and communication.
• Recognised as best in class across all key measures.

Reporting & Working Arrangements

Reports to

Senior Divisional Director

Direct responsibility

Elite Sales Team, national specialist new business function

Location

Hybrid / home based, with travel as required

Working pattern

Full-time

What do we offer in return?

A career that you define. At Howden, we value diversity - there is no one Howden type. Instead, we’re looking for individuals who share the same values as us:

• Our successes have all come from someone brave enough to try something new

• We support each other in the small everyday moments and the bigger challenges

• We are determined to make a positive difference at work and beyond

Reasonable adjustments

We're committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs. Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours* or hybrid working*.

If you're excited by this role but have some doubts about whether it’s the right fit for you, send us your application - if your profile fits the role’s criteria, we will be in touch to assist in helping to get you set up with any reasonable adjustments you may require.

*Not all positions can accommodate changes to working hours or locations. Reach out to your Recruitment Partner if you want to know more.