Reporting to the Partner/Legal Director, the Team
Leader will have day to day supervisory responsibility for a team of
Case Handlers in our Fraud department while also retaining a small
caseload of litigated files. Previous experience working in a
similar role is required.
The purpose of this role is to lead, motivate and
develop a team of Case Handlers. The jobholder will report on team
performance and provide feedback, identifying improvement areas and
helping to develop a culture of continuous improvement. Working with
the team's Partner/Legal Director, they will be responsible for
maintaining a profitable, smooth-running, and efficient team.
Key Responsibilities
People Management
Develop a high-performance culture within your team
through motivation, support, and performance management, in order
to achieve operational objectives and improve overall employee engagement.
Identify and put in place the appropriate solutions
to aid development and drive improvements.
Participate in the recruitment and selection process
for new team members.
Ensure the smooth induction of new starters,
confirming awareness and understanding of HR, department and
client specific policies, procedures, and information.
Manage the individual performance of Casehandlers
including regular progress meetings and Career Conversations.
Act as a coach to develop the team to the highest standards.
Identify appropriate training to support personal
development through feedback, performance management and continued
assessment of training needs.
Manage your team with a focus on service delivery and
excellence; resolve issues relating to workflow, resource
availability, working relationships, service delivery and HR matters.
Providing pastoral care and wellbeing support for
your team.
Technical Management
The role involves triaging and allocating cases and
monitoring caseloads regularly, ensuring where possible that each
Casehandler has the optimum number and type of cases at all times.
Complete client file reviews to monitor adherence to
SLA's and internal performance standards, on a quarterly and ad
hoc basis.
Review provide guidance on and approve case strategies.
Manage the team's monthly MI and billing submissions,
ensuring they are accurate and on time.
Lead and motivate your team to ensure the firm
achieves compliance to client audit requirements and to ensure we
are performing well compared to the rest of the client's legal panel
Maintain a small caseload of your own more
complex/higher value files to the highest standards and meet or
exceed your personal financial targets.
Personal Effectiveness
Develop effective working relationships with senior
management, other Fraud Team Leads, the Business Services teams
and all levels of staff to support the wider group. Ensure that
feedback is delivered in a constructive manner and that
improvement opportunities are robustly investigated and shared to
ensure the most appropriate remedies and improvements are implemented.
Fully engage with team project work and initiatives
to assist in the delivery of continuous improvement to the Fraud
department, to include but not limited to, recommending
improvement plans, designing, and delivering training and tracking
the effectiveness of improvements.
Ensure you have up to date knowledge of and share
business communications effectively with your team through
chairing regular team meetings or briefing sessions.
Keep abreast of issues, anticipate changes in
demand/regulatory changes and effect timely interventions to
address the changes, working with senior management to introduce
these into the department.
Identify your teams, as well as your own, training
needs and development areas and facilitate the required training
for your team where appropriate.
Quality of Service
Drive the delivery of exceptional client service,
quality and consistency across team members and ensure processes
are developed positively, with best practice shared across the
department and other department colleagues.
Ensure full compliance by the team of our policies
and procedures (e.g. Compliance, ISO, Finance), engaging with
central teams where appropriate.
Actively support and be a champion for
department/firm initiatives, engaging with central teams where
appropriate and driving implementation of changes.
Participate in department projects, adopting common
project methodologies from initiation to completion and ensuring
business requirements, objectives and anticipated benefits are
understood and achieved.
Any other duties as required, commensurate with the
level of the post
Client and Business
Take part in a range of promotional activities
including internal and external seminars, case clinics, adhoc
advice requests from clients etc
Use an understanding of a client's commercial issues
to identify areas where the firm can help
Initiate ideas for presentations/articles to clients
and implements them with business development
Technical Excellence
Litigation experienced Fraud handler, preferably with
some supervision/mentoring experience
Expert knowledge in Motor Fraud
Strong liability experience, ability to make a
decision early on with regard for economics and treating customer fairly
Experience of dealing with strict SLAs and quality
assurance requirements
Detailed knowledge of fast track, small claims track,
stage 3 and portal stayed claims
Costs knowledge and experience
Strong organisation skills and ability to multitask
Ability to respond effectively to client's demands on
performance and MI
Experience of MS Office, Case management systems, 3E (preferable)
Our Values
Our values are the principles that
guide the decisions we make, unite us in our endeavours and
strengthen our delivery, for our clients and our firm. We:
Work as one We are a globally connected team of talented people
who act with a firm-first mentality to achieve success
Excel with clients We aim high and challenge ourselves to deliver unique
excellence for our clients, keeping them at the centre of
everything we do
Celebrate difference We help each other to be at our best and believe our
differences result in greater achievement
Act boldly We seek new opportunities, take action and learn as
we go, recognising that curiosity drives our development and
contributes to growth
What We Offer
We are always looking to recognise and
reward our people for the work they do. Here are just a few of the
benefits you will have access to, as part of our team
