Claims Fraud Technical Coach Lead
2 weeks ago
We’re First Central Insurance & Technology Group (First Central for short), an innovative, market-leading insurance company. We protect the things customers love so they can get on with what matters to them in life.
Data drives us. It fuels our outstanding distribution, finance, technology and legal services. Our underwriting skills are built on data expertise; it creates the insights we need to give the right cover to the right customers at the right price. But, it’s the people inside and outside our business that power us. They make us stand out, help us succeed. We’re ambitious. We’re growing. We’ve won awards.
Strategic thinker with the ability to look at the bigger picture and lead by example - sound like you? Happy to roll your sleeves up and get stuck coaching and leading a team of technical experts? Then how about joining us as a Claims Fraud Technical Coach Lead in our Haywards Heath, West Sussex or Salford Quays, Manchester office.
You will supervise and manage the Claims Fraud Technical Coaching team to ensure delivery of an efficient and effective service to the business and Counter Fraud whilst ensuring the delivery of business performance objectives, KPIs and SLAs in accordance with company procedures and policies.
Other duties are to support the Claims Fraud Technical Manager with the development and implementation of counter fraud strategies, delivering process change and adherence as well delivery of training, both strategic and operational.
This role will be Monday to Friday with flexible hybrid working available of 4 days from home and 1 day in the office after the first week or two in the office for training and support.
Want to know more ? Sounds like you? Then click on Apply
Job responsibilities:
- Support in the delivery of the CFS business plan and objectives.
- Manage the delivery of objectives, SLAs and KPIs for the Claims Fraud Technical Coaching team whilst supporting the department reach their objectives.
- Conducting regular reviews to check the accuracy and quality of employees’ work
- Delivering coaching and feedback to the team to achieve KPIs and SLAs, and conducting regular performance reviews and 1-2-1s; including probationary reviews and annual appraisals
- Deal with all employee issues including monitoring absence and conducting disciplinaries
- Assist the recruitment process
- Assist with the training of new recruits, or re-training of current employees when required
- Have input into and manage departmental procedures and drive improvements in processes, controls, and systems. To support governance of the departments procedures and ensure appropriate control measures are in place.
- Provide guidance and support to the Claims Fraud Investigators, Claims Fraud Technical Coaches with any queries and technical development requirements.
- To be responsible for ensuring audit and coaching/development sessions are delivered on time and that referrals are completed in line with the agreed SLA and to a high standard
- To be responsible for managing quality performance across Claims Fraud and to manage key stakeholders to achieve a high level of quality performance.
- To drive continuous improvement of the Claims Fraud Coaching Team.
- To drive Claims Fraud strategies and initiatives in line with agreed process and maximise benefit to the business, reporting and control of management information. To include liaising with suppliers and the market to identify new strategies and initiatives.
- To support the governance of all Claims Fraud strategies.
- To ensure high quality training and support is provided across Claims Fraud and that this is recorded and governed accurately.
- To provide monthly reports on quality performance, training delivery and needs as well as process adherence.
- Ensure compliance with Company Policies, Values and guidelines and other relevant standards/ regulations always
- Comply with the requirements, and act in accordance with, the Group Code of Conduct and Fitness and Propriety policies at all times
- Ensure compliance with Company Policies, Values and guidelines and other relevant standards/ regulations at all times.
- Any other reasonable duties
Experience & knowledge:
- Experience in coaching and leading a team
- Experience in leadership methodologies
- Experience of performance management
- Experience in disciplinary procedures
- Experience of setting objectives
Skills & Qualifications:
- Excellent communication skills, both verbal and written
- Excellent time management and organisation skills
- Strong leadership and people management skills with the ability to motivate employees in a high pressurised environment
- Cert CII or ACFS/ACFTECH qualified
What can we do for you?
People first. Always. We’re passionate about our colleagues and know the best people deserve an extraordinary working environment. We owe it to them so that’s what we offer. Our workplaces are energetic, inspirational, supportive. To get a taste of the advantages you’ll enjoy, take a look at all our perks in full here .
Intrigued? Our Talent team can tell you everything you need to know about what we want and what we’re offering, so feel free to get in touch.
We’re happy to discuss flexible working during the recruitment process.
As part of our Women in Finance Charter pledge, we've committed to having 30% of women in leadership roles by the end of 2023.
86% of people would recommend a friend to work at First CentralSimply Health Cash plan. Reclaim the cost of your eye tests, dental, physiotherapy and more
Flexible Bank HolidaysEight flexible bank holidays; you can choose which festivals you observe
We’re passionate about it. Everyone gets a paid day off annually to volunteer
Electric Car SchemePlug into our Electric Car Scheme for a deal with insurance, road tax and servicing
Flexible WorkingWe’re flexible; most roles let you mix office and home working. We work fluidly around core hours
Your Time in NeedYour Time in Need: five days’ leave so you can deal with life stuff. We’ll support you
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