Oversee and manage different teams in the services and claims department. Ensure the operational function is in line with company goals, objectives, policies and procedures. Implement, drive and monitor group strategy and operational efficiency.
Leadership and Direction
Collaborate, create and communicate the tactical plan and action needed to execute the function’s strategy and business plan within the team; explain the relationship to the broader organization’s mission, vision and values; motivate people to commit to these and to doing extraordinary things to achieve local business goals.
Manage a medium-sized customer service area or several customer service sections, with guidance from senior colleagues. This will include solving complex issues in order to meet customer service standards. Manage within the team, the effective and efficient client queries and complaints. Review the customer services process and metrics. Ensure clients are treated according to the TCF principles; between managers, reps and clients.
Manage and report on the performance of a substantial, diverse team; set appropriate performance objectives for direct reports and hold them accountable for achieving these; take appropriate corrective action where necessary to ensure the achievement of annual business objectives. Ensure the right skill level, experience, qualifications of people are aligned to support service delivery, achieving
production and performance targets at all times.
Improvement / Innovation
Identify shortcomings in existing business practices, then suggest and implement improvements while developing and delivering projects or a work stream within the organization’s change management program. Involves working with guidance from senior colleagues.
Monitor and review performance and behaviors within area of responsibility to identify and resolve non-compliance with the organization’s policies and relevant regulatory codes and codes of conduct.
Build and maintain effective relationships with all internal stakeholders. Identify and manage stakeholders up to management level, finding out their needs/issues/concerns and reacting to these by leading and coordinating the development of stakeholder engagement plans to support the communication of business information and decisions.
Work Scheduling and Allocation
Develop short- or medium-term work schedules in order to achieve planned commitments. Approve or liaise with different areas in the business to acquire and use different resources as needed. Ensure adequate work allocation to the correct resource skill in order to achieve client satisfaction.
Insights and Reporting
Prepare and coordinate the completion of various data and analytics reports. Ensure accurate management information by analyzing trends and providing day to day and monthly reports to business.
Budgeting & Costing
Track budgets and implement tactics when there is a deviation from the budget and ensure operational costs remain within budget, while upholding service delivery standards.
Organizational Capability Building
Use the organization’s formal development framework to identify the team’s individual development needs. Plan and implement actions, including continuing professional development specified by professional or regulatory institutions, to build their professional capabilities. Provide formal and informal training or coaching to managers and others throughout the organization in own area of expertise to enable others to improve performance and fulfill personal potential.
Customer Relationship Management (CRM) Data
Ensure that team lead and direct reports maintain up-to-date customer relationship management data, identifying and resolving issues to ensure that the organization has quality data to enable effective customer retention and business development activities.
Personal Capability Building
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an in-depth understanding of technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.