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Repair Management Team Leader

2 months ago

Ipswich, Massachusetts, United States WNS Assistance Limited Full time
Job Title: Repair Management Team Leader

We are seeking a highly motivated and experienced individual to join our team as a Repair Management Team Leader at WNS Assistance Limited. This is an exciting opportunity for someone looking to further their career in the insurance industry.

Job Summary

The successful candidate will be responsible for managing a team of Seniors and reporting handlers, ensuring that all service level agreements are met or exceeded. This will involve training, guiding, and supporting the team, as well as overseeing work allocation and maintaining required quality through audits.

Key Responsibilities
  • Manage a team of Seniors and reporting handlers to ensure all service level agreements are met or exceeded.
  • Train, guide, and support the team to ensure they have the necessary skills and knowledge to perform their roles effectively.
  • Oversee work allocation to the team, ensuring that targets are set and consistently achieved at individual and team levels.
  • Maintain required quality through regular audits and ensure that customers are kept updated by the team.
  • Use MI reports to drive SLA achievement and identify anomalies, and produce MI at individual repairer level to drive network performance improvement.
  • Handle customer complaints and escalate necessary issues, and conduct complaint analysis to drive repair performance management.
  • Carry out Training Needs Analysis and deliver appropriate training to ensure that the team has the necessary skills and knowledge to perform their roles effectively.
  • Manage performance at team and individual level in the areas of productivity, quality, and behaviors.
  • Ensure that all suppliers adhere to contractual obligations and manage repair network administration and repair rectification service delivery.
  • Manage network repair contracts and actively drive performance of the department via performance management, performance reviews, and dashboards.
  • Actively seek, investigate, and present service enhancement opportunities, and implement a communication strategy and staff mentoring program.
  • Resource planning, recruitment, and transactional cost analysis.
  • Produce board reports encapsulating delivery of the Network Teams performance to WNS stakeholders, and attend client review meetings.
Requirements
  • Advanced ability to interrogate data and MI accurately, preparing high-level audience advanced reports using Visio and Excel.
  • Feedback, coaching, and training delivery experience.
  • Organisation and planning experience.
  • Problem-solving skills and resolution.
  • Leadership qualities consistent with staff motivation, ensuring staff are competent, confident, and understand expectations.
  • Relationship management.
  • Ability to work in a pressured and challenging environment.
  • Knowledge of relevant legislation, including the Financial Ombudsman Service (FOS) and Financial Services Authority (FSA).
  • Resource planning, recruitment, and transactional cost analysis experience.
Generic Competencies
  • Communication.
  • Results Focus.
  • Client Focus.
  • Developing Self and Others.
  • Problem Solving.
  • Quality Focus.
  • Commercial Awareness.
  • Systems of Work.
  • Handling Systems.