Bike Claims Manager- Volume Claims

Job Title: Bike Claims Manager – Volume Claims

Level: Manager

Reports to: Head of Fast Track – Volume Claims

Purpose of Role

As a member of the Leadership team, the role will lead and manage the Bike Claims function, ensuring delivery of our operational, customer and financial performances to ensure team objectives and targets are achieved in accordance with business strategy and relevant regulatory requirements. The role will play a significant part in the delivery of the wider Volume Claims & the companies colleague engagement strategy.

Key Accountabilities

• Lead the Bike function to ensure an efficient and effective customer service addressing team and individual performance issues.

• Plan and manage implementation of tactics and strategies, reporting progress and tracking benefits across the team.

• Optimise case progression ensuring consistent application of business processes, systems and working practice across the team.

• Optimise visibility, ensuring cases are in the right tracks, to support client satisfaction and WIP valuations.

• Identify key skills gaps in the business area and share learnings across the department. Increase quality and competence in the team and deliver or source training where appropriate.

• Ensure all issues are addressed and development actions implemented in a timely manner, using HR processes where necessary.

• Maintain a strong supervision environment, cross referencing all key controls in the team to identify competence, client outcome, regulatory and service issues at an early opportunity ensuring action plans are implemented and delivered in a timely manner.

• Provide technical guidance in line with department strategy and court rules. Make sure, where necessary, there are case action plans and there is key date preparation and compliance.

• Increase Part 7 Litigation and Stage 3 opportunities and use reporting to track, processes, tactics and success.

• Ensure the team leaders have the correct identification tools to move cases between tracks, that non portal cases are identified and transferred in a timely manner, maximising the WIP Value.

• Lead the identification of continuous improvement opportunities within the team evolving and sharing best practice across the business.

• Prioritise and manage resources to deliver a consistent trading performance and objectives. Ensure any performance shortfall is identified and addressed at an early stage.

• Motivate and lead the team ensuring clear objectives are in place, performance issues actively managed and development plans in place in accordance with company policy.

• Build team capability through effective deployment of new working practices, systems, processes and behaviours ensuring business change is fully embedded.

• Anticipate operational risks and issues establishing plans to mitigate negative impacts on case progression, customer service, regulatory compliance and technical quality.

• Work across the operational management team to create a culture of continuous improvement and high levels of staff engagement and contribute to the overall operational plan.

• To undertake any other tasks as deemed relevant and reasonable by the business.

Key Performance Indicators & Annual Objectives

Your KPIs and Objectives will be discussed and agreed with you at the outset of the financial year. This role will include the success and delivery of the in year plan for the overall Bike performance. You will have regular one-to-one meetings with your line manager to review your own and the Department performance against these objectives, enabling opportunities to highlight areas for development and/or required support.

Person Profile

A strong people leader who is personally motivated by creating team capability:

• Credibility to operate and influence at Leadership level.

• Act with drive, pace and passion able to work in a fast moving environment.

• Takes personal ownership, leads by example and works collaboratively.

• Able to see the bigger picture and manage the details.

• Pragmatic, logical problem solver who creates clear options and acts decisively.

• Strong interpersonal skills engaging and inspiring others to follow their lead.

• Establishes common goals and motivates others to take action accordingly.

• Actively seeks to develop own skills and extend the scope of their experience.

Technical Skills

A strong RTA specialist with extensive technical experience in MOJ / Non MOJ claims tracks. A good knowledge of CPR and Small Claims track also desired.

• Knowledge of the Bike industry and dynamic of credit hire involvement.

• Applies a depth of understanding of all claims portals, adopting legal principles to solve problems, develop case strategies and provide appropriate advice to clients.

• Extensive experience managing Fee Earners through Portal / Non Portal.

• An appreciation of the litigation process and practice.

• Full understanding of case management and the key performance drivers.

• Excellent understanding of regulatory requirements.

• Strong understanding of business process, case practice and how to optimise performance.

• Strong coaching skills encouraging direct reports to maximise their performance and behaviours.

• Excellent understanding of regulatory requirements.

Management Skills

Proven ability to drive team performance in a process driven, high volume environment:

• Ability to move between a strategic and tactical mind-set to reflect the situation.

• Operational planning capability demonstrating exceptional operational execution.

• Advocate of driving success through people management, process excellence, quality and risk management.

• Ability to identify emerging issues and develop team plans over a 6 month time horizon.

• Customer centric with a track record for driving continuous improvement.

• A natural organiser able to set clear expectations of what good looks like and how it is measured.

• Deploys a range of performance management techniques to develop people and/or face into difficult conversations.

• Ability to motivate and build capability through creation of a self-managed team environment.

• Ability to work with peers/colleagues to ensure overall colleague engagement.

Personal Development

In a role at this level, it is important to continue self-development and maintain positive relationships within the business to stay informed about all regulatory and CPR updates.