Own the quality of work produced in Credit Hire - results, performance and client care.
Align the approach to quality and risk with the wider Volume Legal teams in Keoghs, developing and driving a holistic and commercial and approach to delivery aligned with Operations –shining a light on crucial areas of focus and following up initiatives and agreed actions
Working collaboratively with other Technical Directors/Managers/leads across the business as well as Growth/Sales/ CAMs, develop and report against a range of key performance indicators against which the success or otherwise of quality and client care are measured
Be accountable for implementing strategies to be adopted across the whole of Credit Hire to improve performance metrics and client care with plans to support planned volume and profit goals, managing and coordinating the efforts of supervisors and the thinking minds and technicians within to achieve overall quality objectives. Working with the Technical Director identify, co-coordinate and communicate such strategies.
Monitor, report and undertake trends analysis on performance against key KPI and co-ordinate and drive activity to improve performance such that we are seen as leaders in the field and outperforming competitors.
Monitor, report and undertake trends analysis on professional indemnity spend and loss of profit linked to errors and complaints and co-ordinate and drive reductions in the cost of mistakes and damage to the Keoghs brand.
In conjunction with operational colleagues devise and deliver supervisory and case handling models (spans of control for supervision, optimum caseloads, review and auditing requirements etc.) that deliver the right focus on quality which are both pragmatic and commercial.
Influence, guide and lead supervisors to deliver improved quality and client care leading the debate on areas for continuous improvement and development of capability, anticipating trends, recommending innovative ways to secure pragmatic and commercials solutions
Identify risk and potential risk and suggest pragmatic and commercial solutions to avoid or mitigate damage
Provide assistance to Growth/Sales/CAMS and PPCs to enhance client communication around performance and client care including attendance at client meetings, reporting, feedback, satisfaction monitoring, service and lifecycle reviews, and have proactive discussions about improvements and innovations that the firm could effect to improve client service, satisfaction and loyalty
Undertake the above at all times with the needs of individual clients and client guidelines in full focus, and where necessary with input from the client lead where changes may impact or alter the delivery of services to a particular client or clients.
Manage a team of Technical Supervisors and Technical Leads. Work closely with the auditors to meet client and internal requirements, along with leading the pre client audit process within Credit Hire (ensuring adequately prepared), outcomes and improvement plans
Review with operational colleagues work states and capacity and contribute to strategies and actions to remove blockers
Maintaining technical capacity plan in conjunction with operational colleagues to ensure optimum supervisory levels commensurate with excellent quality and client care.
Training & Development
Responsible for ongoing technical training and development across Credit Hire ensuring regular training on areas of focus/need and refresher training.
Develop and promote development of people in their roles and into new roles through innovative on boarding of new starters, training and development that can enhance engagement and reduce attrition linked to lack of development.
Working closely with Quality/Technical colleagues in other areas, lead the approach to development and training in all file handling roles.
Oversee personal development for all technical roles.
Establish a clear internal communications policy making use of the most appropriate channels available (including social media) to engage with people at all levels and career stages to drive change, facilitate integration and increase connectivity, collaboration and focus on technical issues.
Technical Policy & Strategy
Together with others (and working collaboratively with other areas of the firm), implement agreed strategies already in existence across the firm, such that the work delivered in Credit Hire is consistent with the work delivered elsewhere. Where appropriate, develop and implement strategies specific to Credit Hire working with Growth / Sales, sharing those strategies with other areas of the business to ensure synergy.
Undertake regular reviews of how emerging case- law and rules changes will alter how we approach technical delivery and implement an updated policy/ strategy as and when necessary to cater for such changes.
Communicate co-ordinate and drive delivery of agreed strategies, monitoring success and ensuring firm-wide consistency of approach
People
- Maintain sharp execution focus in the team, following through on activity, monitoring the progress of initiatives, being an ‘un-blocker’ and taking a strong personal lead where necessary, focused on proactivity
- Provide leadership and direction for the team and ensure best in class standards, customer service and systems
- Establish strong relationships with other Technical Directors/Managers/Leads across the firm,
- Engage and motivate people to deliver excellent results and strive for continuous improvement and personal development
Working Hours
35 Hours per week
Monday-Friday 9am-5pm with 1 unpaid hour for lunch
To be successful the appointee will need to build relationships, carry out meaningful consultation and demonstrate the ability to lead in a way which is soundly based on listening, perception and co-operation.
Our culture is focussed on making Keoghs sustainable and successful for our people and clients, our values are at the heart of everything we do;
Keoghs is a leading provider of legal and claims solutions to insurers, businesses and other suppliers to the insurance sector. We manage more than £1bn worth of insurer claims and resolve in excess of 100,000 claims per year working in partnership with leading insurers, MGAs, brokers, corporates and the public sector.
We invest heavily in specialised services, technology and innovation for our insurance clients, and we are the first to launch a true artificial intelligence (AI) insurance lawyer. Through our proprietary AI lawyer, Lauri, we’ve transformed the claims handling process for low-value personal injury claims; we’ve reduced claim lifecycles and reduced costs for our clients. Supported by commercial acumen and innovative products, Keoghs leads the way in providing legal solutions to the insurance industry.
