Operations/Site Manager

Our established and highly professional client is seeking to recruit an Operations/Site Manager who has experience within the Personal Injury Sector, to join their Haywards Heath site.

Salary: £45k+ DOE

Monday - Thursday 9am to 5:30pm

Friday 9am to 5pm

Job Purpose

The role holder will be responsible for the effective management of the performance of their particular site. They will be required to take ownership and responsibility for daily operational matters, as well assist the Head of Fast Track RTA in the longer-term development of business opportunities for the site.

The role requires an individual who is confident, able to motivate, lead and develop team performance. The role holder will need to ensure delivery of robust quality claims handling, with a key focus on client outcomes, to generate fee income and to contribute to the general success of the site and business as a whole.

The position requires confidence, enthusiasm and a proactive approach to develop and expand the teams, ensuring team managers deliver a client focused, profitable service.

Key Duties & Responsibilities

• Manage team performance in line with business and team objectives, be accountable for their performance and drive delivery against the agreed KPIs.
• Conduct monthly, documented 1-2-1 meetings, and quarterly reviews for all direct reports.
• Hold regular briefing sessions with team Managers to ensure communication remains relevant and effective and that teams are aware of business priorities and objectives
• Provide effective people management to Team Leaders and drive agreed behaviours.
• Ensure that the teams are achieving the right outcome for clients and optimising each client’s claim.
• To manage resourcing and workloads across the site, including recruitment.
• Identify development needs in direct reports and wider teams
• Identify and address any performance issues or concerns in a timely and effective manner
• Ensure the teams deliver an excellent level of customer service, are managing the client expectations and proactively progress claims.
• Managing risk within the teams, including completion of Supervisor entries, producing and monitoring relevant reports.
• Analyse daily MI and manage Team Leaders to ensure any necessary adjustments are made.
• To highlight any potential breaches to the Head of Fast Track RTA and the Compliance department.
• Keep up to date with all industry changes including case law, legislation and other matters of relevance.
• Inform the Head of Fast Track RTA and HR of any employee issues.
• Handle complaints in accordance with the firm’s internal Complaints Procedure.
• To undertake any other tasks as deemed relevant and reasonable by the business

Key Performance Indicators

The following KPIs will apply; this list is not exhaustive and may change as the business develops:

• Fee Income and profit costs
• Litigation and Settlement rates
• WIP recording
• Average case turnaround
• Cases closed without profit, with disbursement expenditure and write offs
• Client retention and satisfaction
• Compliance with SLAs and audit requirements

Your performance will be reviewed on a regular basis through one-to-one meetings with your Line Manager.

Experience & Knowledge

• Qualified Solicitor, Member/fellow of CILEx or experienced Case handler with at least 5 years’ case handling experience in the personal injury sector.
• Commercially minded, and able to see opportunities to optimise outcomes on cases, both for the client and the firm.
• Ability to compile and analyse data and take action according to the results.
• Proven track record in developing and managing successful teams, achieving objectives, performance management, and motivating staff.
• Ability to provide clear direction and take accountability for performance and objectives.

Desirables

• High standard of quality of work, organisational skills and attention to detail.
• Strong communication skills and ability to lead by example. Confidence to challenge accepted working practices and offer solutions.
• Experience in presenting data to an audience in a straightforward way.
• Maintain a positive attitude, self-motivated and uses own initiative in problem solving. A can-do attitude to their work.
• Resilient- able to deal with a fast-paced environment whilst still achieving objectives, and motivating teams to do so.

This is a superb opportunity within a great employer, that will also provide great benefits and excellent career prospects!

First Recruitment Services are acting as an employment agency for this vacancy