Operations Manager Motor Claims

45000.00 - 45000.00 GBP Annual + GBP45000/annum
28 Jun 2017
26 Jul 2017
Contract Type
Full Time
Operations Manager - Motor Division
Colchester, Essex
Salary up to GBP45,000

Job purpose:

This role will play a key part in the leadership, definition and delivery of the Motor Claims operation.

Duties and responsibilities:

• Using available MI to identify trends on claims including, extended lifecycle, complaints, process issues and putting in place corrective action plans to improve performance

• Monitoring Team Leaders and team performance against Client service level agreements, internal key performance indicators and agreed operational business objectives.

• Owning operational remedial action plans on behalf of nominated teams generated from internal and external audit, business improvement programmes, customer satisfaction surveys and customer dissatisfaction root cause analysis. Working to ensure complaints are identified and recorded. Also, acting as the escalation point for complaints.

• Ensuring that work levels are evenly distributed across the teams implementing work reallocation strategies where appropriate to ensure effective Work in Progress management.

• Working towards agreed budgeted revenue and costs. Construct and effectively manage team budgets.

• Manage change within the Colchester Centre, including but not limited to, system changes, process changes and client improvement plans

• Monitor the unit's team performance against the agreed Client service level, internal key performance indicators and agreed operational business objectives.

• Drive pro-activity of claims handling throughout the unit ensuring that claims are being managed and lifecycle being minimised

• Take overall responsibility for ensuring data integrity within systems is accurate at all times and that a culture of action is taken when errors are identified.

Skills & Experience

• Evidence of effective people leadership experience within a high performance working environment with relevant leadership training. Demonstrable experience of achieving results through others.
• Evidence of leading organisational change.
• Evidence of manipulating Excel and other system based Management Information.
• Evidence of utilizing and managing against appropriate Management Information.
• Evidence of working successfully in a fast paced and changing environment where flexibility is required to accommodate peaks and troughs in workload.
• Understanding of all regulatory issues (people, FSA, Data Protection etc).
• 5 Grade A-C's GCSE's or equivalent including Maths and English.
• Confident with technology, with a good working knowledge of Microsoft Office products.
• Effective and confident presentation skills and ability to influence.
• Resilience and ability to take calculated risks.
• Effective communicator both written and verbal.
• Self motivated and able to motivate others.
• Accuracy, attention to detail and an analytical approach.
• Excellent time management to be able to work to short/changing deadlines.
• Strong numerical and verbal reasoning skills.
• Willingness and ability to learn new applications and IT systems.
• Being prepared to work on standby on a rota and during busy times at weekends and public bank holidays.
• Technical knowledge on Motor Claims