Whether it’s planning projects or successfully executing mission impossible, you’ve got it figured out. You’re the type of person everyone needs on their team, you know whose strengths to use and how to keep everyone motivated.
This is an exciting opportunity for an experienced Claims Operations Manager, you must be able to demonstrate strong leadership in a fast paced claims environment.
If this is you and you’re ready to lead by example, then apply today!
What you’ll be doing
Delivering annual contact centre and customer experience objectives ensuring it is aligned to our client’s strategy and risk appetite
Managing and supporting the delivery of the contact centre’s operational service strategy
Leading, developing and motivating Team Managers to encourage agents to deliver a best in class service across all stages of the customer claims journey
Providing strong, visible leadership to help deliver a positive, open culture where high quality colleagues can deliver to their full potential
Effectively managing and developing the performance, talent and future capability of all direct reports and wider team
Being accountable for delivering contact centre processes in line with conduct/regulatory risk standards and within Operations risk appetite
Operating within the customer service risk and control framework, effectively monitoring key risks, escalated issues and identifying common trends
Driving fair outcomes for the customer, embedding these principles in all contact centre processes and policy. Prompt action taken to mitigate issues identified through outcome testing measures
Ensuring the contact centre has appropriate levels of multi-skilled resource at all times, coordinating staff recruitment and training
Developing strong working relationships with key internal and external stakeholders, to achieve business objectives
What you’ll need
Proven leadership in claims management and relationship management experience across teams and in a matrix environment
In-depth understanding and experience of contact centre management
Strong relationship and stakeholder management skills at a senior manager and executive level
Project management skills in complex multi-functional projects
Strong influencing, negotiating and networking skills
Analytical and conceptual ability to understand customer attitudes and motivations, and to translate this into directional recommendations
Strong awareness and understanding of conduct risk
Take this opportunity to advance your career with our team of game-changers.