What does good leadership look like in claims and financial services?

The difference between a good leader and a poor one doesn't show up in their job title. It shows up in how their team behaves. Over 22 years in recruitment, Exchange Street has learned that the best leaders understand something fundamental: how you treat people directly impacts their performance and loyalty. So what does good leadership look like?

1. Listen to how they talk about their team

Good leaders talk about their team with genuine pride, they mention people by name, and they talk about strengths and ambitions. Poor leaders complain about capacity and problems. Listen closely in your interview, if they light up talking about their people, that's a green flag.

2. Check the turnover rates

Ask about departmental turnover, high turnover (20-30%+) means people are leaving. Good leaders have retention rates of 5-10% annually. When people stay 3-5 years, the leadership is working, if the firm refuses to share these numbers or gets defensive, ask yourself why.

3. Do they protect their team or throw them under the bus?

Good leaders take the hit when something goes wrong. They own it upwards and defend their team publicly. Poor leaders blame whoever made the mistake and expose them, if you know anyone in the department, ask if they felt supported when things got tough.

4. How do they respond to mistakes and tough conversations?

Good leaders have direct, one-to-one conversations about mistakes with respect and dignity. Poor leaders either avoid it or handle it publicly and inconsistently. If a leader is vague about how they handle difficult feedback - that's a red flag.

5. Do they invest in professional development?

Good leaders have a budget for training and supporting professional qualifications. Poor leaders cut development the moment times get tight and expect people to develop themselves. Ask: what's the training budget? If they can't give clear answers, development isn't a priority.

6. Are they an advocate for their team or a gatekeeper?

Advocates push doors open for their people, pushing for progression, fighting for flexibility, championing ideas. Gatekeepers hoard opportunities and keep people in their lane. When the leader talks about recent promotions, do they sound proud of what they facilitated? Or do they sound protective of their power?

The bottom line

Good leadership requires someone who genuinely cares about their team, protects them, invests in them, and fights for them. You can spend years with a poor leader and still wonder why you're miserable; a good leader makes even a tough department worth being in.

Before accepting any role, get a read on the leadership. Ask these questions, trust your instincts and if something feels off - it probably is.

If you'd like to talk through a role or find a position with leadership that gets it, get in touch with Exchange Street. We've been placing people in claims and financial services for over 20 years. We know what good leadership looks like.

Call 0161 973 6900 or email recruit@exchange-street.co.uk