Key Responsibilities
Service Delivery
Management Information Support
1. Ensure the accurate submission of internal and client MI across clients
2. In collaboration with the MI Team provide training and guides to fee earners to enable accuracy of data completion
3. Assist in the onboarding of new client MI requests
4. Central point of contact and subject matter expert for queries from fee earners regarding MI completion
5. In collaboration with the MI team provide exception reporting and tracking of MI compliance issues for the purposes of performance management.
6. Analyse data to identify best practice and improvement opportunity across clients and departments
7. Provide support to team managers to assist in the cultural change requirement to make MI completion and day to day activity, identifying influencers within the teams to assist
Contract Management
8. Monitor compliance with the client SLA, particularly regarding finance and billing.
9. Liaison with client vendor management regarding queries in relation to data and systems and being a point of contact in the absence of the Senior QA and Client ops manager
10. Handle specific regulatory requirements around delegated authority work
11. Collaborate with finance to affect the smooth running of the e-billing process
12. Collate information and assist BD in preparation for contract review and any due diligence requests
13. Ensure information is stored and archived in line with best practice guidance Performance Management
14. Review information from a number of sources, including client MI reports and QA, to analyse performance against KPI's and identify areas for improvement and share best practice across departments
15. Making recommendations for improvement areas and remedial actions
16. Prepare presentations to the client in collaboration with client operations management in relation to the above
17. Attendance at client performance meetings with the Senior Client Operations manager, and responding to queries raised by the client where appropriate
18. Collating and reviewing information from a number of resources to identify opportunities to provide value add opportunities to the client
19. Supporting the Senior Client Operations Manager to deliver on continuous improvements identified
20. Review all training materials to ensure they are up to date with new initiatives and processes
21. Assist in the delivery of annual SLA training programme to respective client fee earners as well as supporting new processes and initiatives with all training and assistance required
22. Work with Senior Client Operations Manager to develop induction programmes for new fee earners working on accounts
Audit management
23. Regular liaison with the QA Team to ensure that timely audit summaries are produced, and results shared
24. Ensure that client and internal targets for audit performance are met
General
Operational support to client development with initiatives
Support other project work as required working in collaboration with members of the client operations team, supporting business initiatives and assisting with compliance to client service delivery.
Monitor and report progress on initiatives
Essential Skills and Experience
25. Demonstrable experience of producing and analysing data to identify performance and improvement issues
26. Excellent knowledge of insurance litigation processes
27. Experience within an insurance claims related environment (preferably Insurer based or legal services)
28. Knowledge and understanding of working with audit, SLA and KPI analysis
29. Experience of working in a continuous improvement environment excellent knowledge and understanding of the various support departments within the firm and the key stakeholders within them
30. Demonstrable experience of presenting to groups and on a 121 basis both in person and via VC channels for the purposes of information sharing and training
31. Creative problem solver who can work independently and as part of a team
32. Experience of previous project involvement useful
33. Excellent knowledge of MS Office
Business Services Competencies
Clyde & Co is committed to providing extensive, personal and professional development opportunities for our people enabling them to be highly effective in their current role as well as assisting them to fulfil their career aspirations.
The competencies are used to inform all aspects of Business Services career development. They vary across levels and different business areas and fall under the following areas:
34. Technical Excellence
35. People and Team
36. Client/Stakeholder Relationships
37. Service Delivery and Commercial Awareness
38. Personal Effectiveness