Fraud Operations Manager

Are you someone who thrives in a leadership position, loves to empower colleagues and has insurance counter-fraud experience? If so, we would love to hear from you!
As a leader your responsibilities would be to build an inspiring and impactful team environment with an open communication culture, setting clear team measures, providing coaching and upskilling to achieve the optimum outcome. You will work closely with the department managers, Change Support, Supply Chain management, Complaints and primarily Compliance. The ideal candidate should have a strong background in being a Leader in Fraud / Claim handling / Insurance and have exceptional analytical and communication skills.
Salary: £50k + 10% Bonus. This role offers hybrid working with the need to be on site twice a week in our clients office in Brentford, London. This is a Monday-Friday role but due the nature of the business operating over 7 days, there will be a requirement to check in on the team on the weekend to offer support for an hour or so, this will be given back in the week.
Duties

• To lead the Team and support Experts achieve the required KPIs.
• Be the first point of contact for team and any queries they have.
• Manage the day-to-day activities of your team including planning and organising team workload, ensuring team are hitting targets and SLAs, managing all team absences.
• Review team cases for Quality and Assurance purposes.
• To develop and coach team members to improve performance, adjudication, questioning, and decision making.
• Collaborate with the Quality Assurance team to monitor the standard of claims handling within the Claims Solutions team.
• Follow system and procedural processes to ensure team compliance with FCA regulatory and documented call handling requirements.
• To manage team absence/lateness and disciplinary issues in line with company procedures.
• To monitor the Claims queue to ensure claims are worked, escalated, and closed with the agreed Service Level Agreement.
• To take full responsibility of onboarding and help in training with the new hires.

Experience

• Experience in leading a fraud/claims team /managerial role, preferably in a high complexity department.
• Confident in supervising a team.
• Professional and effective communication skills, both written and verbal.
• Proven track record of setting and managing teams’ targets and SLAs.
• Strong leadership experience with a proven ability to plan, manage performance and to successfully coach and develop a team.
• Experience of developing team members and effectively use management information to manage teams’ performance and workloads.
• Exceptional organisational skills with the ability to manage multiple tasks and priorities simultaneously.