Job Description
The Role
Department : Motor
Location : Glasgow/ Edinburgh
Role : Assistant Team Leader
Overview
Reporting to the Team Leader, the Assistant Team Leader will have day to day supervisory responsibility for a team of Case Handlers in the Volume Motor department while also retaining a 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/ Team Leader, 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 Case handler 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 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 Motor 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 Volume Motor 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…