Validations Lead

Are you looking for a new challenge?

Fancy helping us shape the future of motor insurance?

Prima could be the place for you.

As the Validations Lead you will combine hands on operational leadership with team mentorship to ensure our policy validation processes are efficient, accurate, and customer centric. Balancing day to day people management with active case handling, you will maintain high quality standards, drive key performance metrics, and foster a supportive, high trust team culture.

• Lead, motivate, and mentor the day to day operations of the Manchester Validations team.

• Coach team members on all validation types, helping them build deep domain expertise and professional skills.

• Create an empowering, collaborative, and high trust work environment aligned with Prima’s values.

• Deputise for the Manchester Customer Care Manager in their absence.

• Monitor and analyse daily validation volumes, workflow queues, and key operational KPIs using reporting systems.

• Ensure work processes, policy checks, and quality compliance standards are applied consistently across the team.

• Identify operational bottlenecks and lead continuous improvement initiatives to streamline validation workflows.

• Remain hands on by regularly participating in validation specialist activities to maintain a deep understanding of customer behavior, product details, and team challenges.

• Investigate, manage, and resolve informal customer complaints with empathy and efficiency.

• Provide direct support and guidance to team members on edge cases, delivering comprehensive solutions for customers.

• Build strong cross functional relationships across internal teams and external stakeholders through proactive change management and service delivery.

• Proven experience as a Team Lead, Senior Specialist, or within a Customer Care, Operations, or Financial Services environment (insurance/insurtech experience highly regarded).

• Deep familiarity with document validation, customer identity verification, or policy compliance workflows.

• Comfortable analysing performance metrics, queue volumes, and team dashboards to optimise daily operations.

• Strong track record of resolving escalations and complex customer interactions.

• Passion for coaching, developing talent, and cultivating a positive, high performing team culture.

• Agility to thrive in a fast paced, high growth tech scale up where processes continually evolve.