Claims Fraud Technical Coach Lead

6 months ago

Haywards Heath, United Kingdom First Central Services Full time

Location:

- Haywards Heath or Manchester
- Salary:

- Up to £48,000 - Depending on experience
- Department:

- Customer & Operations

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.
- Responsible for conducting staff management duties including:

- 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**:

- Strong counter fraud experience
- Leadership experience
- 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
- Excellent stakeholder management skills
- Strong leadership and people management skills with the ability to motivate employees in a high pressurised

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