Sam Hooper – New Business Operations Manager, Miles Smith

We recently caught up with our New Business Operations Manager, Sam Hooper, from our wholesale broking pillar, Miles Smith.

In this spotlight, Sam shares how her career has evolved, including how SRG’s High Potential Programme (HiPo) helped shape her leadership journey, insights on navigating her return from maternity leave and her views on the ever-evolving insurance landscape.

When did you join Specialist Risk Group (SRG) and can you give us an overview of your role and how it has developed since?

I joined Miles Smith in 2016 as an Account Handler for waste renewals. After just 10 months, I was encouraged by my managers to pivot to the New Business team, which has defined my career trajectory ever since.

My responsibilities have evolved from placing risks for nightlife, leisure and entertainment to tackling more complex challenges including high-risk liability and property cases with issues like poor construction.

Upon returning from maternity leave in December 2021, I spent two years shadowing my manager Sam Churchman, as the plan was for me to take on a more senior role, taking over his responsibilities of managing the team and everything that comes with that. In December 2023, I was then officially promoted to New Business Operations Manager.

As New Business Operations Manager, my primary focus is to ensure the wellbeing and productivity of the New Business team. This involves regularly checking in to make sure they are comfortable with their workload and redistributing tasks if necessary. Though managing a team comes with its challenges, I find it immensely rewarding to nurture my colleagues, helping them to realise their full potential and excel in their roles.

On a daily basis, I provide support to the Director and oversee the management of risks from retail brokers. This entails engaging with brokers, managing quotes with underwriters and facilitating the process of placing the cover. I also manage the administrative tasks that accompany these activities to ensure everything runs smoothly and efficiently.

How did you get into the world of insurance?

My journey into the insurance industry kicked off when I was just 20 years old in a claims role where I gained experience in personal lines, particularly motor insurance. I started to feel the urge to progress and elevate my career and whilst speaking to a friend, she suggested I transition into commercial insurance as an Account Handler. Since venturing into the world of wholesale broking, I have found myself among like-minded individuals and I have really been able to grow and develop in my career.

Can you tell us about your experience of HiPo?

I was part of the first HiPo cohort in 2020 but I soon fell pregnant so once returning from maternity leave, I re-joined the second cohort in October 2022.

Throughout the programme we had six workshop style sessions with Mind Gym where we delved into various topics including transitioning from being a buddy to a boss, exploring different management styles and building trust in leadership roles. Additionally, I was paired with an external mentor who I met with monthly to discuss challenges and seek advice. We’re still in touch now, she is such a lovely person, and our meetings have been really beneficial.

One part of the programme that I hugely valued was the 360-degree feedback exercise where colleagues in the Group shared insights on my strengths and areas of improvement. This was so interesting and helped me gauge my progress more effectively.

HiPo allowed me to build a network of like-minded colleagues across the Group who I don’t typically get to work with day to day, but we can connect over shared experiences. I have truly made friends for life out of the programme.