Technical Manager (Subrogated Recoveries)

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Technical Manager (Subrogated Recoveries)

Department: Claims Management

Employment Type: Permanent - Full Time

Location: Bolton

Description

The purpose of the role will be to drive technical & quality excellence across the Recoveries Business Unit and ensure that the teams (in conjunction with various key stakeholders in credit hire) are fully appraised of all legal developments and best practice in credit hire file handling.
Working with Business Unit Directors, Technical Director and other key stakeholders, will develop processes and policies to ensure that best practice is embedded into file handling practice.

• The quality of work produced by the Recoveries Department (including all areas) fully satisfies client and internal requirements; and
• All individuals in the Recoveries have the appropriate level of technical expertise to deal with the work expected of them; and
• A culture of technical and file handling excellence is embedded into the department; and
• The technical supervision regime effectively fulfils the technical requirements of the department and is supported by effective competency matrix's and a comprehensive onboarding programme for all levels
• Technical success is celebrated and shared internally and externally.

Key Responsibilities

Overall responsibility for technical quality objectives across Recoveries, to include;

Technical Excellence & Training

• In conjunction with the Ops, ensure there is sufficient supervisory capacity in all areas (with supervision structure documented and kept up to date) and the technical competency framework is being adhered to.
• In conjunction with Ops, maintain a record of competencies, along with technical gaps and succession planning across the unit
• Identifying technical gaps and ongoing learning needs across all areas, working with Ops and other stakeholders & L&D to devise and implement suitable plans as and when required, initially focusing on delivering a bespoke role specific induction and to ensure all training in signed off accordingly by the appropriate stakeholder
• To support delivery of target levels of financial authorities within each role and identify and solve obstacles to technical supervision within the units
• Be responsible for implementing and monitoring the delivery of joined up pre litigation and litigation strategy with the unit, in conjunction with other stakeholders, ensuring consistent best practice is applied throughout
• In conjunction with other technical stakeholders within recoveries, ensure that the practical consequences of any changes in the law or practice are considered and communicated to the credit hire units and to ensure that training is provided where necessary.

Quality & Audit

• Oversee the risk management process across the recovery area, managing the issues to conclusion in conjunction with Ops team and co-ordinating with relevant stakeholders as and attend the monthly quality meetings for the area
• Identifying continuous improvement, ensuring the impact is considered and co-ordinating with Ops and other stakeholders to deliver improvements
• In conjunction with the Ops, monitor work states and SLAs in each area and contribute to and approve structural and capacity plans to ensure the units perform within optimum levels
• Monitor and manage improvements in indemnity spend
• Ensure internal auditing is sufficient to provide confidence in performance at all levels, ensuring audit format is fit for purpose and ensuring that senior management are provided with balanced, meaningful audit findings with clear improvement & general actions plans where necessary and then ensuring improvement plans are delivered
• Preparing monthly quality reports to the Operations Director spanning all areas of Recovery, including an overview of the trends emerging from any audits carried out and an update on improvement plans

Key Deliverables:

• Minimal levels Professional Indemnity spend
• Minimal levels of complaints
• Achieve client KPIs
• Green client audit performance
• Minimal indemnity spend

Working Hours

35 hours per week

Monday - Friday 9am - 5pm with 1 unpaid hour for lunch.

Skills, Knowledge and Expertise

• Technically competent in Recovery claims, with extensive experience in both pre litigated and litigated claims
• Understands and appreciates the link between pre litigated and litigated performance, underpinned by a sound knowledge of the insurance claims handling
• Previous operational and effective supervisory experience in claims handling environment, and able to demonstrate effective coaching skills
• Recovery strategic market knowledge and able to demonstrate an understanding of the potential impact on defendant claims handling
• Excellent communication skills
• Ability to plan, prioritise and focus on achieving targets and objectives
• Positive, confident and enthusiastic
• Outstanding client care skills
• Ability to win the trust and confidence of others
• Ability to anticipate problems and identify solutions
• Driven to achieve

#INDUKI

Benefits

• Davies Incentive Plan
• 25 days holiday per year which increases with level of service (opportunity to buy & sell 3 days)
• Family Cover Private Medical Insurance (Bupa) - will automatically be at single cover level but can opt into family option within first month of joining.
• Simply Health Care Cash Plan
• WeCare - 24/7 online GP, mental health support and virtual wellbeing covering a whole host of topics to do with health, mental health, wellbeing & healthy living and financial & legal wellbeing
• Death in Service
• Critical Illness Cover
• PHI/Income Protection (Private health insurance)
• Pension Contribution based 5% Employee / 3% Employer
• Cycle to Work Scheme*
• Tech Scheme*
• Season Ticket Loan*
• Gym Flex*
• Access to Online Discount Sites
• Discounted Gourmet Society Membership
• Discounted Tickets for Merlin Attractions nationwide
• Discounts at local retail outlets

* after successfully completing probation