Ipswich Repair Management Team Leader

1 month ago


Ipswich, Massachusetts, United States WNS Assistance Limited Full time

> Repair Management Team Leader Careers Repair Management Team Leader

Job Title Repair Management Team Leader Type Full Time Location Ipswich We are currently seeking a passionate and motivated individual to join our team in the role of Repair Management Team Leader, this is an exciting opportunity for someone looking to further their career in the insurance industry. To be successful you will need the drive required to meet and exceed customer expectations, build internal and external relationships and deliver service excellence. The ideal candidate will have leadership experience.

Key Responsibilities

Management of allocated Seniors and reporting handlers ensuring all service level agreements are met or exceeded

Training, guiding and supporting allocated Seniors and handlers

Overseeing work allocation to team. Ensure target setting in place and consistent achievement at individual and team level

Maintaining required quality by performing audits

Ensuring customers are kept updated by the team

Use of MI reports to drive SLA achievement and identify anomalies

Produce MI at individual repairer level to drive network performance improvement

To handle customer complaints and escalate necessary issues

Complaint analysis to drive repair performance management

Carry out Training Needs Analysis and deliver appropriate training

Manage performance at team and individual level in the areas of productivity, quality and behaviours

To ensure all suppliers adhere to contractual obligations

Manage repair network administration and repair rectification service delivery

Manage network repair contracts

To actively drive performance of department via performance management, performance reviews and dashboards

Actively seek, investigate and present service enhancement opportunities

Implementation of communication strategy and staff mentoring (includes effective team meetings, 121s, appraisals, daily focus meetings)

Resource planning, recruitment and transactional cost

Produce board reports encapsulating delivery of the Network Teams performance to WNS stakeholders

Attendance at client review meetings

Requirements

Essential

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 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 Financial Ombudsman Service (FOS) & 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



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