To lead and manage a team of customer facing Team Managers and Support staff in the daily operations and performance of Legal Services.
The role will be to deliver a competent and cost effective structure to support the day to day running of Legal Services and to support all colleagues by providing Technical, Strategic and general support.
-Ensure that the Claims function delivers all necessary and set SLA`s and KPI`s measures, both for internal purposes, for all Individual Members and for all corporate partnerships, as agreed
-Ensure all agreed processes are being followed and delivered
-Ensure the efficiencies and productivities of the team are being optimised, both through the use of systems, telephony and through individuals` personal performances
-Ensure the Department is run efficiently, working patterns are optimised and outsourced provision is managed effectively, to deliver performance requirements, whilst minimising costs.
-Work closely with the Senior Supplier Partnership Manager to ensure that our Operation compliments the processes and service delivery of our suppliers, and vice versa.
-Consistently review and challenge the status-quo, ensuring that we continue to evolve and improve our customer service offering and marketplace position which in turn supports our ability to win new Corporate Partnerships.
-Work closely with the Business Development Manager to understand where new business opportunities exist, keeping abreast of pipeline activity to allow for the effective deployment of FTE resource where additional volume is likely
-Ensure the right balance of expertise is maintained within the team, by ensuring the right recruitment policy is in place, through to owning and driving the Training and Development programme and its modules, both for new starters and existing staff, helping develop our team/reduce attrition rates
-Ensure that the role of the Quality and Support coach is delivered in line with our Operational requirements
-Use MI to understand where efficiency gains and improvements can be made, managing through to delivery with the Team Managers and their teams
-Understand where our cost growth areas can be obtained and support the General Manager in delivering cost efficient models