Job Title
Protection Manager
About
Richard has been a vital member of The Insurance Surgery for over seven years, currently serving as Protection Manager. Throughout his time at The Insurance Surgery, Richard has demonstrated extensive and unparalleled expertise in specialist life & protection insurance. Richard is renowned for embodying the company’s core values and consistently providing sincere, expert advice to both customers and partners. He is also a Chartered Insurance Institute (CII) member and holds a Diploma in Insurance, underscoring his unwavering commitment to excellence in the industry.
Before his time at The Insurance Surgery, Richard held the position of Banking and Insurance Manager at Nationwide Building Society, where he oversaw operations in Manchester, Macclesfield, and Buxton.
Qualifications
- Level 3 NVQ Diploma in Sales
Previous Experience
- Nationwide Building Society
Credentials & Awards
- Quick Mastery Award
- Leading Regional Sales
- Training Excellence Award
- Customer Champion Award
Responsibilities at The Insurance Surgery
Team Leadership & Development
- Lead, support, and mentor a team of Protection Advisers to consistently meet performance, compliance, and customer service standards
- Deliver regular training and refreshers, especially around underwriting changes and insurer criteria
- Foster a positive, supportive culture that encourages learning and growth
Sales & Performance Management
- Monitor KPIs across applications, completions, and conversion rates
- Identify coaching opportunities to improve individual and team performance
- Implement incentive schemes to reward quality advice and ethical sales
Compliance & Quality Assurance
- Ensure all advice and documentation is compliant with FCA regulations and internal quality standards
- Carry out regular case checks and provide feedback to advisers to promote continuous improvement
- Keep up to date with protection market regulations, underwriting trends, and insurer criteria
Process Improvement
- Work closely with other departments (e.g. partnerships, admin, marketing) to streamline the client journey
- Recommend and implement operational improvements that reduce friction and improve conversion
- Support tech developments that enhance adviser efficiency and customer experience
Client-Centric Focus
- Uphold The Insurance Surgery’s reputation for empathy, professionalism, and specialist expertise
- Champion the needs of vulnerable clients and ensure a fair, supportive process from enquiry to completion
- Handle escalated queries or complex cases when required
Reporting & Strategy
- Provide regular performance reports to senior leadership
- Contribute insights to strategic discussions around adviser capacity, sales strategy, and insurer relationships
