We are working with a rapidly developing insurer for a Complaints Manager. You will provide support in identifying performance and potential problems, conducting root cause analyses, and removing barriers to success. Your accountability extends to ensuring regulatory and service standards are met while managing resources effectively through active performance management routines.
The core responsibilities of this role:
- Performance Management: Oversee target achievement, productivity analysis, resource management, and commercial expense management to ensure overall contract performance.
- Setting stretch goals: Challenge direct reports to elevate performance through goal setting, performance reviews, and career planning, fostering high-performance teams.
- Developing team managers. Lead and develop team managers to achieve targets and meet customer requirements effectively.
- Resource management: Take ownership of forecasting resource demand to meet SLAs, applying a commercial focus to resource allocation.
- Building relationships: Establish trust with stakeholders through personal integrity and understand their business objectives. Achieve a balance of service delivery and commercial outcomes.
- Implementing new initiatives: Introduce new initiatives and best practices to keep teams engaged, motivated, and rewarded. Drive continuous improvement in business processes, team management, and overall performance to enhance customer service and manage costs.
The ideal candidate for this role is:
- Experience with complaints handling
- Experience within financial services, ideally insurance