Team Leader
Large Business Process Outsourcing Company are looking to appoint a team leader to manage a number of insurance technicians.
Previous team leading experience is highly desirable, together with a good understanding of insurance. It is expected that this experience would be achieved in a back office role for a general insurance company, London market broker, underwriter or processing bureau.
Key aspects of the role
Operation within service levels for both timeliness and quality
• Ensure work is processed with agreed timescales and quality.
• Escalate any service level issues to Operations Manager as soon as identified (either actual or potential)
Ensure the operation is managed
• Ensure all staff understand the service definition for the clients they are working with
• Ensure SOPs are in place and current and include the control points within the process / amend and /or retrain technicians as appropriate
• Ensure all staff use Adeo
• Review work rate, production availability
• Maintain intake figures and review routinely for forecasting purposes
Staff development and succession planning
• Ensure adequate cover within the team to perform the team leader role during any absences.
• Ensure training plan exists and executed to develop team members to provide absence cover
• Ensure staff are trained to standard required, escalating issues regarding under performance and
recognising exceptional performance to Operations Manager.
Communications
• Hold weekly team meeting to facilitate upward and downward feedback
• Hold 1:1 meetings with team members ( minimum 1 a qtr)
• Attend monthly 1:1 with Operations Manager.
• Promote greater awareness of services provided to wider audience
Maintain and Build upon Customer Relationships
• Meet regularly with client to discuss issues, obtain feedback with regard to the service provided and/or any potential new services opportunities
• Act as a point of contact for the clients.
Key skill sets expected:
• Excellent organisational skills.
• Ability to coach and motivate staff
• Good eye for detail and methodical approach to work.
• Investigative nature and analytical approach to problem solving
• Ability to work under pressure to tight deadlines.
• Self starter with excellent communication skills.
• Good keyboard skills, a sound knowledge of Word, Excel and Outlook and an ability to quickly pick up new systems and ways of working.
• Client focused.
• Committed to providing excellent service.
Interested? – Please forward your CV as a matter or urgency to Liane Irwin at Recruitment Solutions.
liane@rsfl.co.uk
Recruitment Solutions (Folkestone) Limited is an equal opportunities employer and recruitment business.
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Company
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Recruitment Solutions (Folkestone) Ltd
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Job Reference
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LI5235
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Job Type
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Permanent
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Salary
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£neg
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Contact Name
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Liane Irwin
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Contact Number
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01303 220844
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Location
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Folkestone
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Industry
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Insurance, Banking, Finance
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Date Posted
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30/04/2008 13:24:00
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