Vacancy Detail

Operations Manager

Salary: £35,000 pa
Location: Glasgow
Ref: Ops manager
Job description
POSITION TITLE: Operations Manager (PL Claims)
DATE: 2018
REPORTS TO: Head of Site - Glasgow
HOURS: 40 per week (Monday - Friday)
DIVISION: Operations DEPT/UNIT: Motor & Property

Basic Purpose and Function

To proactively manage operational service delivery across all areas of claims including but not limited to the intervention team and first contact unit to agreed contractual service levels
To ensure all staff within their control are trained and competent to ensure operating to agreed standards and cost control in line with budgeted key performance indicators
To challenge current work procedures and recommend process improvements or system developments
Document systems of work which incorporate the business area under their control which details staff competencies, agreed operational standards and key performance indicators
To act as a primary point of contact for a range of clients and proactively communicate service performance levels to agreed standards and schedules
To monitor client revenue performance against budget and identify potential opportunities for growth

Key Tasks
Team Working
• Ensure that all interdepartmental process handoffs are documented and managed with both upstream and downstream issues being addressed to the benefit of the company and its clients
• Ensure that staff under their control work as a team and not in isolation to the general detriment of the clients or company
• Ensure that all changes to corporate, client and operational procedures are communicated effectively in good time both internally, and externally where appropriate
Cost Control
• To ensure that operational performance is achieved in line with budgeted key performance indicators to make sure that the budgeted cost per process is achieved
• To monitor client actual versus budget revenue performance and highlight internally, and externally where appropriate, both under and over performance
Operational Performance
• Implement a documented system of work that provides direction to staff and provides a framework in which performance and compliance with service levels can be monitored
• Manage work states to ensure that work is completed to agreed standards in line with key performance indicators
• Ensure that key performance indicators are monitored and regularly defined within systems of work and poor performance is addressed
• Ensure that productivity targets are met for each process and that each member of staff under their control performs to agreed minimum levels as defined within systems of work
• Demonstrate continual improvement in terms of productivity and/or service delivery

Key Tasks - Continued
Revenue Growth
• Identify opportunities from existing clients to increase the services provided and the revenue received
Resource Planning
• Project expected volumes per process based on experience including past volumes, new business, seasonal variations and likely variations due to external events
• On a weekly basis using current performance levels for each process team, expected levels of absence and committed training hours produce a plan that maintains the work state in line with agreed standards
• Measure performance against weekly resource plans to enable enhancements to the resource planning model and methodology
Management Information
• Provide management information to clients, as required by agreed schedules, to demonstrate performance against agreed contracted service levels
• Provide management information including system information, audit results and internal appraisals to allow the assessment of staff under their control
• Ensure all source information relating to staff deployment is maintained up to date with any changes being communicated in good time to allow the continuing production of accurate management information
Client Relationships
• Establish and maintain a communication framework and ensure it is used effectively, this will include visits to client operations across the UK
• Manage upwards to ensure that senior management are informed about issues before they escalate and can intervene as appropriate
• Establish regular reporting procedures, both formal and informal, and ensure they are used at all times
• Promote understanding of each other’s business practices and ensure this remains current
• Establish regular reporting procedures, both formal and informal, and ensure they are used at all times
• Promote understanding of each other’s business practices and ensure this remains current
Human Resources
• Ensure all staff under their control are adequately trained and tested to confirm their suitability for the role that they perform efficient operation to agreed standards
• Ensure staff are employed using the agreed procedures for recruitment and that acceptance into continuing after probationary minimises the risk of removal for poor performance after this stage
• Ensure that all staff under their control are regularly appraised in accordance with the agreed procedure
• Ensure that staff turnover is managed to levels that support and ensure operation to agreed standards and cost control in line with budgeted key performance indicators
• Undertake with the management team half yearly assessment of competencies with annual rewards and increases in accordance with overall policy linked to exceeding the expected performance level

Position Dimensions (Scope) (e.g. reporting structure, personnel responsibility, decision-making authority, budget responsibility)

Reporting directly to Head of Site - Glasgow

This is subject to change in the event of business restructure

Qualifications, Knowledge and Experience

• Proven experience of leading, motivating and developing a medium to large team
• Experience of resolving complex customer problems / issues / complaints
• Proven understanding of customer service processes and systems
• Ability to prioritise and plan resources in response to customer / business drivers
• Ability to prioritise own and team work load to meet service level agreements / targets

• Experience in running an outsourcing operation
• Supervisory / team leading experience in a call centre / claims operation
• Claims background

Functional / Technical Skills
• Systems of work
• Handling systems
• Microsoft Office (Word/Excel/PowerPoint/Visio)
• Legislation / Regulation
• Fraud
• Liability
• Reserving
• Quantum
• Litigation
• Business Operations

Generic Competencies (Generic competencies are not changeable. If you wish to request an additional competency, please contact HR)
• Communication
• Results Focus
• Client Focus
• Developing Self and Others
• Problem Solving
• Quality Focus
• Commercial Awareness
• Systems of Work
• Handling Systems

Specific Competencies
• Planning and Organising
• Leadership