Team Leader

5 months ago

Liverpool, United Kingdom Keoghs Full time

Lead, encourage, mentor and develop all members of the team to their maximum potential, to ensure the team meets its objectives and deliver their work standards as agreed in the client’s SLA, whist delivering commercial benefit to Keoghs. To continuously improve the quality of the team’s work.
The Team Leader will be responsible for:

- The achievement of the team’s targets and operational measures
- Delivery of a quality service
- Client service compliance
In addition, the Team Leader will handle a small caseload (c.20) of complex casualty claims.
The Team Leader will report directly to the Deputy Business Unit Director and support other Team Leaders as and when necessary.

**Key Accountabilities**
- Duties may include but are not limited to:
Leading the Team
- Take responsibility for establishing a high performance culture within their team
- Motivate, innovate and build rapport
- Take responsibility for own development, working under limited supervision
- Be flexible in approach
Claims handling and team management
- Review and allocate new claims, ensuring strategies are set and initial reserves are appropriate having regard to the value and complexity of the case
- Approve payments within their financial authority levels
- Undertake reviews for files handled within their team to ensure individual team members attain the required quality standards
- Identify the teams’ training needs and recommend appropriate training solutions to meet performance requirements, drawing on the relevant expertise within the firm
- Review files progressing to litigation and record reasons & lessons learned
Service Delivery and Compliance
- Be competent and demonstrate leadership with all relevant IT (Microsoft), Case, BI, and the HR systems, contributing to projects including systems and process development
- Drive continuous improvement in claims handling, ensuring adherence to client specific protocols, agreements and delivery of key performance indicators
- Use appropriate systems to monitor staff performance, productivity, sickness and holidays
- Hold regular 1-2-1s with staff to maximise performance and to acknowledge good performance
- Assist the DBUD in the assessment of the capacity of the team to ensure this is aligned with business objectives, strategy and priorities
- Assist in the recruitment of claims handlers and support staff when requested
- Undertake presentations to colleagues at various levels in a manner which is motivational and sets expectations for quality and performance standards
- Ensure the team is kept up to date with internal and external developments, including leading regular team meetings
- Ensure compliance with statutory and regulatory requirements
- Actively support and promote the firms values and policies in a professional manner
- Assist in internal and external audit

Client Management
- Assist the Client Service Team with the preparation of client, team and sector analysis and statistics
- Have excellent communication skills with an ability to engage with clients and effect & manage change
- Use client knowledge to aid opportunities for the business to extend services or cross sell

Working Hours:
35 hours per week
Mon - Fri 9am to 5.00pm with 1 unpaid hour for lunch. This role is based in the Liverpool office and will be working 1 day in the office and 4 days from home.

**Experience, Skills and Qualifications**
- Highly developed knowledge of processes, systems and procedures
- Sound technical knowledge of EL/PL claims
- Excellent analytical and problem solving skills
- Excellent understanding of client protocols
- Excellent understanding of ‘best practice’ and contribute to its development
- Ability to respond to changing client requirements
- Excellent communication skills
- People oriented with a desire to help others as well as an ability to manage performance where required.
- Ability to utilise interpersonal skills to influence and negotiate
- Ability to provide balanced feedback at individual level
- Excellent organisational skills
- Able to initiate and maintain business relationships
- Shows commercial awareness in understanding of the market and industry
- Demonstrates a passion for the business and their role
- Demonstrates an understanding of business development strategies and a willingness to support
Required Soft Skills:
Personal Effectiveness
- Team Commitment Encourages and supports others
- Resilience: Supports others who are experiencing stress
- Passion for Growth and Improvement: Delivers step change performance Improvement
- Embracing Change: Identifies actions to deliver change.
Business Focus:

- Client Care: Works to add value for the client
- Decision Making: Identifies options and proposals
- Negotiation, Influence and Persuasion: Creates a calculated impact
- Commercial Insight: Thinks and acts commercially
Leadership:

- Developing Others: Develops others potential
- Planning & Directing: Develops co-ordinated plans
- Managing Performance: Ta

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