Responsibilities
• Being accountable for the operational performance of litigated handling employees
1. Individual handler productivity.
2. Attainment of client KPIs including SLA management and indemnity spend.
3. Robust control of internal billing procedures.
4. Authority based technical supervision of credit hire files up to the value of GBP 25,000.
5. Ensuring adherence to the firm's qualitative framework, including litigation procedure andplaints.
6. Attainment of settlement targets and settlement ie
7. Being effective in managing the expectations of line managers in terms of performance and delivery of objectives on a continuous basis.
• Monitoring the caseloads and capacity of team members, distributing files or tasks and implementation of necessary contingency planning.
• Maximising the personal development of team members, identifying training needs and creation of succession planning.
• Providing an 'environment' where team members feel motivated and deliver excellence.
• Continuously improving the quality of work in the team, conducting audits as required by administrative policies and procedures, giving feedback to team members and drafting and implementing improvement plans.
• Monitoring weekly and monthly financial management information of the team and managing the performance of team members against Key Performance Indicators.
• Ensuring the adherence to, and creation of strategies of claims handling by individual claimant firms and CHOs. This will include meeting with the Technical Director to articulate challenges faced and relevant successes.
• Preparing for and conducting Team Meetings, including disseminating information from Team Leader or Departmental Meetings to the team.
• Managing team members according to the firm's policies and employment laws and ensuring that HR procedures are followed such as appraisals, discipline and grievances.
• Effectively deal withplaints through agreed handling processes.
• Speaking with clients and developing relationships with key stakeholders.
Working Hours
35 hours per week
Monday - Friday 9am - 5pm with 1 unpaid hour for lunch.
Skills, Knowledge and Expertise
Prior knowledge, skills and experience: • Has an understanding and management experience litigated credit hire
• A track record of high performance in KPI driven environments
• Ability to produce and interpret performance reports of the team and its individual members
• Ability to nurture and encourage team members to give of their best
• Excellent listening and verbalmunication skills
• Ability to relate to people as individuals and understand their particular needs in terms of direction, delegation, learning style etc
• Ability to influence others
• Ability to remain calm under pressure
• Ability to take constructive feedback and set personal goals for continuous improvement
• Ability to remain fair and objective at all times
Technical knowledge to be developed: • Keoghs management processes (finance, people and operations)
• Delegated Client Strategy and SLAs
Technical skills to be developed: • Ability to review other's case strategy and form a swift judgement.
• Progression to full financial and handling authorities for the given client area.
• Customerplaint handling skills.
• Ability to review and consolidate management information to identify performance trends.
• Ability to plan resource requirements and delegate work effectively.
• Ability to set and manage objectives and targets.
• Ability to interview/recruit.
• Ability to operate as a Technical Supervisor and apply standards consistently.
• Ability to review other's case strategy and form a swift judgement.
• Progression to full financial and handling authorities for the given client area.
• Customerplaint handling skills.
• Ability to review and consolidate management information to identify performance trends.
• Ability to plan resource requirements and delegate work effectively.
• Ability to set and manage objectives and targets.
• Ability to interview/recruit.
• Ability to operate as a Technical Supervisor and apply standards consistently.
Personal Development: Team Leaders will be provided with on-going training opportunities to ensure they feel fully equipped to deal with all the operational and people issues that arise. They will also receive the support of their BUD and HR. As experience is gained they will be encouraged to further develop their knowledge and leadership skills through approved courses or diploma study which will enable them to aim for higher level management roles such as Business Unit Director.
• Effectivemunication
• Leadership
• Coaching & Developing
• Prioritising and Organising
• Client Skills
• Adaptability
• People Skills
•mercial Awareness
• Drive to Succeed
Values
Our culture is focussed on making Keoghs sustainable and successful for our people and clients, with this our five values are at the heart of everything we do;
Davies values
We are connected
We are dynamic
We are innovative
We succeed together
Benefits
8. Davies Incentive Plan
9. 25 days holiday per year which increases with level of service (opportunity to buy & sell 3 days)
10. Family Cover Private Medical Insurance (Bupa) - will automatically be at single cover level but can opt into family option within first month of joining.
11. Simply Health Care Cash Plan
12. WeCare - 24/7 online GP, mental health support and virtual wellbeing covering a whole host of topics to do with health, mental health, wellbeing & healthy living and financial & legal wellbeing
13. Death in Service
14. Critical Illness Cover
15. PHI/Ie Protection (Private health insurance)
16. Pension Contribution based 5% Employee / 3% Employer
17. Employee Resource Groups
18. Employee Volunteering Programme
19. Cycle to Work Scheme*
20. Tech Scheme*
21. Season Ticket Loan*
22. Gym Flex*
23. Access to Online Discount Sites
24. Discounted Gourmet Society Membership
25. Discounted Tickets for Merlin Attractions nationwide
26. Discounts at local retail outlets
* after successfullypleting probation Job ID f026231b-9961-4997-a4d9-c5c47cdfb794