Assistant Manager - Recoveries/ Claims

Manage a complex portfolio of work to ensure business and customer needs are met Manage and report on team performance including staff metrics (e.g., leave, attrition etc), and conduct regular performance reviews and feedback to develop personal performance of direct reports.

• Hold team members accountable for performance against key metrics, including achievement of financial and efficiency outcomes, and manage underperformance, in line with the current productivity management framework and ways of working.
• Actively motivate, develop, coach and engage team members to drive results and create a high performing team while showing genuine care in managing an environment of safety and wellbeing.
• Delivery of agent coaching based on needs identified through analysis of agent data, audits, and agent feedback.
• Set clear staff and portfolio objectives and targets, articulating clear links to the strategy to provide meaning and purpose to tasks.
• Analyse relevant metric data and reports to identify trends to continuously drive improvements in business results.
• Effectively lead and manage change, including through identification and delivery of business improvement opportunity initiatives.
• Develop and maintain a team performance, risk and quality culture that is customer focused with embedded risk management values

Qualifications

• Graduate in any field.
• Exceptional verbal and written English communication skills.
• Minimum 3 years experience in an English-speaking voice-based contact centre account. Experience in a financial services business process is preferred.
• Minimum 12 months leadership, management, or formal mentoring experience, including for complex voice capability. Proficient in MS-Office suite.
• Proven people management skills, ability to coach for performance, and to effectively lead and manage change within a team
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