Team Manager, First Response Unit / Pending abandonment Team - New Law Solicitors
(2012-07)
Responsible for managing the First Response Unit and then the pending abandonment Team, overseeing claims handling and administrative teams to ensure operational effectiveness, service excellence and compliance with business standards.
- Manage the day-to-day performance of claims handlers and administrative staff.
- Monitor team productivity, KPIs and service level agreements.
- Allocate workloads to ensure effective case progression and service delivery.
- Conduct quality audits and performance reviews across the team.
- Deliver coaching, mentoring and development support to team members.
- Manage staffing rotas and workforce planning arrangements.
- Produce performance reports and management information for senior leaders.
- Act as the first point of escalation for customer complaints and complex enquiries.
- Ensure compliance with organisational policies, procedures and regulatory requirements.
- Maintain effective working relationships with internal stakeholders and external partners.
- Oversee and sign off all write off forms for disbursements and invoices for Finance.
- Liaise with insurance underwriter provider to claim off policy.
- Successfully led operational teams through sustained periods of growth and change.
- Established a strong performance management culture through regular coaching, feedback and development.
- Supported continuous improvement in service quality through audit and quality assurance activities.
- Maintained high standards of client care and regulatory compliance.
- Built effective relationships across the organisation to support operational delivery and business objectives.
Customer Care Manager - Bioans TA 2can claims
(2008 - 2012)
Led customer service operations, ensuring excellent customer outcomes while supporting organisational performance and service improvement objectives.
- Managed and developed customer service teams.
- Carried out onboarding and training for all new starters.
- Analysed operational performance data and customer feedback.
- Developed customer service procedures, policies and standards.
- Conducted one-to-one performance reviews and development discussions.
- Managed employee performance and disciplinary matters where required.
- Worked with senior managers to identify and implement service improvements.
- Supported operational planning and performance management activities.
- Introduced improvements to customer service processes and operational performance.
- Developed team capability through structured coaching and performance management.
- Contributed to organisational improvements through effective user engagement.
- Maintained strong customer service standards across the function.
Administration Manager - Bioans TA 2can claims
(2008 - 2012)
Managed administration functions, ensuring effective workflow management, team performance and compliance with company and regulatory requirements.
- Managed administrative teams and day-to-day departmental operations.
- Scheduled work, allocated resources and set team priorities.
- Recruited, trained and developed new team members.
- Managed team performance against agreed objectives.
- Monitored departmental expenditure and budget requirements.
- Ensured compliance with company policies and regulatory obligations.
- Produced and analysed management information to support decision making.
- Worked collaboratively with other departments to implement process and regulatory changes.
- Improved workflow management and operational efficiency across the administration function.
- Supported successful implementation of regulatory and procedural changes.
- Developed team capability through recruitment, training and performance management.
- Enhanced reporting processes to support operational performance monitoring.
Fraud Detection Analyst - Halifax
(2000 - 2008)
- Investigated potentially fraudulent transactions and account activity.
- Managed customer correspondence relating to fraud and security matters.
- Identified and reported emerging fraud trends and risks.
- Maintained compliance with organisational policies and procedures.
- Delivered excellent customer service while protecting business interests.
- Contributed to fraud prevention and risk management activities.
- Developed expertise within a highly regulated financial services environment.
- Maintained high standards of customer service and professionalism.
- Supported the wider customer service function as required.
