Team Manager - Major Complex Loss

General Standards

Manage Service Level Agreements in terms of Telephone answer rates

Understand and implement office standards

Understand and implement company and industry procedures around compliance

Understand individual Delegated Authority Agreements

Understand and agree targets

Understand the principle of Treating Customers Fairly

Daily Set up of own team, taking into account targets set and current business needs

Ensure all groups are exceeding SLA’s on telephony, providing daily reports to track trends, identify areas for improvement and feedback to team

Adhere to and promote the required office standards Highlight problems and propose beneficial changes to systems and procedures Adhere to terms and conditions of Delegated Authority Agreements

Adhere to the principle of Treating Customers Fairly

Responsible for messaging to own team and ensuring all team members understand and comply with message

Technical Standards

Ensure appropriate levels of quality exists within MCL

Ensure technical accuracy

Support team with ad hoc queries and ensure all technical referrals presented are answered via coaching and mentoring the individuals

People Management

Perform monthly one to ones with all team members, setting clear objectives

Provide team members with the correct tools to complete annual PDRs through support and coaching

Perform daily ‘set up’ of the team

Ensure teams or individual team members Bradford factor does not exceed the company accepted standard of 70.

Working closely with the Team leader ensuring all team members are performing in line with their own job specification

Ensure all new starters are inducted into the business and specific unit, in line with the probation pack

Ensure all business incentives, employee recognition, and available training is utilised and promoted to all team members

Manage rotas and holidays / other leave, ensuring adequate cover at all times

Work closely with the Team Leader to ensure there are no backlogs and the team are in SLA

Ensure all are documented and retained

Ensure all teams members understand their targets/ objectives for the day / week / month, via effective communication – verbal and written Introduce Attendance Improvement Plans for individuals where absence levels are not met. Introduce Performance Improvement Plan for individuals whose performance levels are falling short of what’s expected

Vocalised and documented in reviews

Behavioural Standards

Create a calm working environment Approachable and Supportive Assertive- hold team and individuals accountable Treat each team member as an individual Ensure effective communication – verbal and email

Deal with any ad hoc issues raised Adapt to individuals learning styles and preferred method of communication Reward and recognition

Personal Development

Take ownership of personal development

Completion of required Accelerate courses in accordance with your current level Collate evidence of working towards next level Prepare for monthly one to ones and PDRs

Projects/ Adhoc

Support Head of MCL with Daily tasks Produce Monthly MI reports for Head of MCL Assist Regional Directors with chasers for the adjusters. Implementing processes to enable the team are working efficiently

Work aged weekly debt, ensuring this is going down and updating the Head of MCL

Assisting allocating New Claims Escalations and Complaints – ensuring company policy is complied with

Escalate any IT issues to resolve matters for adjusters/team

Assist with recruitment

Deal with any ad hoc issues raised

Ensuring these are produced on time for meeting

Chasing adjusters to complete draft reports to reduce the aged debt

Previous experience leading, supervising or managing a team , ideally within a claims, insurance or customer service environment.

Strong understanding of claims operations, service standards and SLAs .

Experience coaching, mentoring and developing colleagues to achieve individual and team objectives.

Confident managing performance, attendance and development conversations .

Strong organisational skills with the ability to prioritise workloads, manage rotas and respond to changing business demands .