The manage the administrative functions within Pre Proceedings Credit Hire unit & provide an efficient service to the BUD and staff to ensure that excellence and high standards are attained within an innovative learning environment which is safe, healthy and inclusive for all. To ensure the team meets its objectives, KPIs, targets and to continuously improve the quality of the team's work
Key Accountabilities
- Being accountable for the operational performance of up to 10 Administrators, The successful candidate will be responsible for the smooth running of a team of administrators as they process New claims, Payment packs and Post, with targets aligned to;
- Individual handler productivity
- Attainment of all SLA's associated with speed of Input whilst maintaining the appropriate Quality levels
- To ensure that all data captured is entered into the appropriate systems & meets all auditable compliance functions.
- To plan and manage the teams workload, ensuring all performance and customer KPI's are met in a timely manner
- Ensure all relevant reports are produced promptly
- Effective training and developing of the team, demonstrable through each team members understanding of the Administration policies and procedures.
- Ensuring adherence to the firm's qualitative framework, including litigation procedure and complaints
- Being effective in managing the expectations of line managers in terms of performance and delivery of objectives on a continuous basis.
Working Hours
35 hours per week Monday - Friday 9am - 5pm with 1 unpaid hour for lunch. This role is based out of our Parklands Office, Bolton. We are agile workers and attendance is required on a Monday, and 4 days from home
Essential Skills and Attributes:
- Monitoring the caseloads and capacity of team members, distributing files or tasks and implementation of necessary contingency planning.
- Maximising the personal development of team members, identifying training needs and creation of succession planning.
- Providing an 'environment' where team members feel motivated and deliver excellence.
- Continuously improving the quality of work in the team, conducting audits as required by administrative policies and procedures, giving feedback to team members and drafting and implementing improvement plans.
- Monitoring weekly and monthly financial management information of the team and managing the performance of team members against Key Performance Indicators.
- Preparing for and conducting Team Meetings, including disseminating information from Team Leader or Departmental Meetings to the team.
- Managing team members according to the firm's policies and employment laws and ensuring that HR procedures are followed such as appraisals, discipline and grievances.
- Effectively deal with complaints through agreed handling processes.
- Speaking with clients and developing relationships with key stakeholders.
Values
Our culture is focussed on making Keoghs sustainable and successful for our people and clients, with this our five values are at the heart of everything we do;
We are connected
We are dynamic
We are innovative
We succeed together