Claims Team Manager

Accountabilities

See the Possibility for Clients

• Drive performance against targets, KPIs, SLAs and SOPs to deliver operational excellence and financial performance for clients
• Ensure excellent quality of service for clients
• Develop a high performing team culture with low attrition, high engagement and a deep understanding of delivering a great customer journey

See the Possibility for Our Firm

• Performance management, coaching and mentoring to get the best out of our people to ensure individual/ collective targets are met
• Manage capacity, recruitment and throughput of work for profit
• Ensure completion of progressive monthly 121s to drive great performance and outcomes
• Undertaking and if necessary leading on strategic project work that drives operational excellence, process improvement and compliance.
• Drive a culture which prioritises the physical and mental wellbeing of the team members

See the Possibility for our People

• Mentor and develop team members for progression
• Undertake all of the required CPD and allocate time for self-development and development of others
• Active participation as a team member
• Actively assess the impact of their workload demands on their physical and mental wellbeing

Focus

• Primarily a management role with ancillary case work as required
• Likely that the TM will deliver hours across the year by working in the team as opposed to through a personal case load– the key focus of the role is managing the team, its performance and delivering excellent results for Clients.
• Operational excellence for clients - managing for profit whilst delivering the KPI’s and quality standards  demanded by clients.
• Performance management of team members to deliver targets/objectives
•  Process improvement and change management to ensure the successful implementation and widespread acceptance of the Claims Excellence project.
• Working collaboratively across all levels of the Firm to achieve the above accountabilities

• 4 year PQE
• Experience of dealing with claims against the Police is preferred but not essential. Experience of handling litigation is essential. 
• Proven track record of managing a team is preferred but not essential
• No other substantial role – the management of the team, its performance and its delivery for client(s) and the business is the key focus
• Technically able across a sufficiently wide area to demonstrate an ability to work without significant supervision and / or to have developed a particular strength and reputation in their work area