Process management: Responsible for management and coordination of overall operations for team handling Insurance Claims (Motor Insurance) related activities, SLA delivery across all processes, quality and general administration.
Team Management and People Development: Lead & motivate the team and ensure their development through direct coaching/feedback wherever required. Support learning and development initiatives, provide coaching and counselling, drive staff motivation and retention programs. Effectively implement rewards/recognition, appraisal & incentive programs. Create cross-functional teams to drive versatility and encourage team building.
- Ensuring all business requirements are met within specified timeframes to maintain service level arrangements.
- Ensuring individual and team output is as per the set quality standards.
- Zero to minimal escalations or breaches.
- Display high levels of customer service to facilitate prompt resolutions.
- Engage and build strong relationships with relevant internal and onshore stakeholders.
- Coaching and performance improvement of staff in bottom quartile.
- Coaching and development of SME's to ensure talent and knowledge retention.
- Provide timely feedback to ensure there is no drop in individual and team performance.
- Good understanding of the Quality Framework and principles.
- Familiarity with IT ways of working and experience in liaising between business and IT.
- Internal co-ordination with Projects & Support teams to identify areas of opportunity to uplift individual and team performance.
- Adherence to agreed frequency and content of MI reporting both internal and external.
- Conducting monthly one-to-one of direct reportees to ensure timely performance feedback is provided and any EWS identified and reported.
- Leave management to ensure shrinkage is within acceptable limits.
If you are interested, or know someone who will be, please share updated resume on [Confidential Information]
