Job Description
The main purpose of the role is to work with SJPs FMT and key Senior Stakeholders within SJP Practices to ensure smooth running of the admin side of their business, preventing the need for escalation by engaging in regular dialogue with the right member of the Practice and knowing what business has been written/ at the admin stage. SRMs will hold regular governance calls with key Practice stakeholders and work with internal colleagues to ensure work completes as expected and within service timescales.
Any errors will be documented, raised on relevant databases and fed into the correct operational teams. SRMs will work closely with the Head of Quality to feed in systemic issues and create feedback loops back into the SJP Practices who raised them.
SRMs will plan ahead for governance meetings, utilising MI gathered on root cause, volumes and trends. The SRM will own and track through to completion, complex issues/non-standard enquiries flagged by Partners and FMT. The SRM will work closely with the SSM and CRM teams, take personal responsibility to see issues through to resolution, ensuring the appropriate outcome is reached for SJP, the client and Partner whilst maintaining ongoing and proactive communication with the Practice and internal stakeholders; using the trend analysis gained to educate the Partner to get it right first time.