Team Manager - FNOL

What will your day look like:

• Be responsible for the daily delivery of a range of key service metrics and KPI’s depending on each client requirement ensuring delivery on time and quality 
• Maintaining agile alignment of resource including but not restricted to management of telephony, payments, post, claims and diary tasks 
• Be responsible for the capacity tracking and requirements of your team 
• Create , store and update client specific scheme procedures  to ensure accurate information is retained at all times 
• Input to operational matters in relation to external client MI   
• Escalation point for day to day Client Issues and Queries 
• Lead and develop team members within your area including continuous conversations and PDR process 
• Undertaking oversight of your teams thrive and compulsory training to ensure the team remain compliant  
• Attend client operational meetings ( expectation of 1 scheduled meeting per month)  
• Be an active and engaging member of the divisional management community to share best practice, collaborate and create an inclusive and positive working environment 

Knowledge and Abilities:

• Proven management experience at a mid-senior level 
• Property Claims experience, ideally within a claims management capacity but will consider those from an Insurance sales, broker or Insurance customer service background 
• Experience of external stakeholder management or working as an outsourced partner 
• The confidence to act with autonomy to understand and resolve issues presented by operational challenges and client needs  
• A sound understanding of both the creation and analysis of MI reports within Microsoft excel 
• An ability to understand the needs of our clients and desire to work towards continuously improving our delivery of those including but not limited to indemnity spend, fraud capture