Working for an expanding business you will be responsible for the day to day management of the Operations division. This will include meeting defined key performance indicators by ensuring that cases are handled and calls are answered by the teams within the agreed time scales and in line with company procedure. You will be responsible form managing the division and ensuring that team members are trained, motivated and meeting their individual objectives. In addition continually planning areas of improvement or development.

Duties:

* Involved in recruitment, interviewing candidates and deciding on the appointments with HR
* Checking that training needs are identified
* Input and sign off of the initial training programme to new Operations Team members
* Motivating and retaining employees
* Reviewing individual Team Leader performance against targets and objectives
* Conduct annual performance reviews with Team Leaders
* Review all annual performance reviews carried out by Team Leaders
* Reviewing and managing divisional performance against key performance indicators
* Implementing, managing and driving change into the division
* Ensuring that shift rotas are appropriately managed to ensure adequate coverage
* Ensuring that system upgrades are properly tested and implemented
* Provide out-of-hours support for Team Leaders as required
* Proactively manage and resolve issues to ensure an efficient department
* Liaising with all other departments to resolve issues
* Representing the division at internal business meetings
* Liaising with Underwriting to provide information for serious or high-impact complaint cases
* Liaising and managing escalated or complex cases that need more experience
* Ensuring that cases are managed in line with divisional and company processes
* Managing a global network of agents and partners
* Maintaining up-to-date knowledge of active case management, industry developments such as compliance and treating customers fairly
* Representing the division at internal business meetings
* Representing the company at assistance-related industry events

It is essential that you have a solid background within the insurance industry in an operational management position. You will have excellent communication and management skills, and an understanding of the setup of a call centre.

Commercial Services Kent/Trading Ltd is an equal opportunities Employment Agency & Business and positively encourages applications from all suitably qualified and eligible candidates.