Team Leader

7 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.

**Key Accountabilities**
- Key Accountabilities:
Duties may include but are not limited to:

- Plan and distribute workload across the team, paying appropriate attention to individual team member’s current capability, to ensure the timely and profitable completion of cases.
- Provide technical support and guidance to Motor team members to assist in them reaching their full potential, using the technical competency frameworks.
- Ensuring that all team members have appropriate objectives and are supported to ensure they at least deliver those objectives.
- Hold team meetings at least monthly to cascade information, gather feedback and improve engagement
- Meet at least monthly with each team member to discuss performance and ensure appropriate support and development
- Provide specific client briefs, updates and implement Keoghs policies, procedures and local initiatives, including actions arising from audits, to effectively inform and engage staff to perform to the desired standards.
- Ensure compliance with benchmarks set by Keoghs and by clients whilst driving settlement and ensuring quality of delivery
- Identify and implement appropriate learning activities to ensure the achievement of appropriate authority levels and the ongoing development of all team members.
- Manage client finances, controlling team costs, to ensure that work is delivered profitably and that cash flow is maximised. Monitor and ensure that bill approval, client account balances, 10 week WIP and other financial measures are kept within target.
- Act as the first point of contact for client complaints, taking action to resolve issues as swiftly and effectively as possible, either by taking local action or by appropriately escalating through the IRF Process and notifying the relevant CAM.
- To work in conjunction with Supervisors to ensure the delivery of a quality product to clients which is in accordance with Keoghs best practices and at least meets client or internal KPI’s.
- Deliver personal caseload to required Keoghs standards and to the fulfilment of personal targets.
- Deliver supervision to a required Keoghs standards and to the fulfilment of personal targets.
- Complete projects and process updates in order to improve current operating practices or to address specific client issues.
- To ensure compliance with the Solicitors Code of Conduct

Working Hours:
35 hours per week, Monday - Friday 9am - 5pm with 1 unpaid hour for lunch.

**Experience, Skills and Qualifications**
- Essential:

- Strong knowledge of all stages of the litigated claims handling process for Corporate Risk Solutions motor claims including high value credit hire and personal injury
- To have a financial authority handling a litigated caseload unsupervised
- People orientated with a desire to help others as well as an ability to manage performance where required
- Highly developed knowledge of processes, systems and procedures
- Excellent analytical and problem solving skills
- Excellent organisation and communication skills
- Able to initiate and maintain business relationships
- Shows commercial awareness in understanding the market and industry
- Proficient in MS Office (word and excel in particular) and experience of using a Case Management system.

Desirable:

- Demonstrate prior experience of;
(i) Successfully leading a team to deliver on outcomes in insurance/legal sector
(ii) Successfully supervising a litigated caseload and developing individuals
Developing others through identifying learning requirements and gaps and formulating plans to improve performance/capability
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: Takes appropriate action.
- Empowering with Accountability: Devolves Accountability.

Values:
Our culture is focussed on making Keoghs sustainable and successful for our people and clients, with this our four values are at the heart of everything we do;
Demonstrate Keoghs values at all times and strive to improve your current rating against each value
- We are connected
- We are dynamic
- We are innovative
- We succeed togeth

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