Operational & Performance Manager – Recoveries

An opportunity has arisen for an operational & performance manager to join our Recoveries team based in our Leeds office.

The main purpose of the role is to support the operational aims and performance management, including adherence to SLA’s across the group. The successful candidate will join an established team of managers and report directly to the recoveries Group leader and Divisional manager.

This is a full-time position (35 hours per week Mon-Fri) and a combination of office and home working will be required. The successful candidate will be required to work from our Leeds office 2 days a week. On the days that you are not working in the Leeds office, you will be working from home.

Duties/Responsibilities:

• Maintain strong technical knowledge of Recoveries & Counterclaims rules and process.
• Support Group Leader in delivery of Divisional and Group objectives.
• Conduct litigation in line with the company policy and guidance.
• Work collaboratively with the Group Leader and Managers to provide management resilience across the group.
• Ensure work is allocated effectively, priorities are clear and service delivery remains consistent.
• Monitor group performance against agreed service level agreements, quality standards, productivity measures, taking timely action where performance risks arise.
• Ensure supervisors complete regular and effective file reviews, email supervision and email/post supervision to maintain quality, compliance and risk control.
• Work with the group to manage workloads and meet SLAs and KPIs.
• Promote behaviour to embed good file management, manage account balances, file closure waives and write offs and inactive files to minimise leakage.
• Work collaboratively with the team to develop practices to ensure all files are proactively progressed to litigation or settlement.
• Work with power bi on a weekly basis to measure and manage performance, identifying areas for improvement, ensuring actions are followed through and best practice is embedded. Work with the SQAs to address issues in timely manner and raise formal or informal objectives.
• Understand, and promote compliance with company policies.
• Identify and work collaboratively with the management team and training team to devise modules and guidance to upskill the team.
• Support recruitment, induction and training activity.
• Complete 6-month audits for the group and report these into LD and make recommendations to address any issues identified.
• Conduct appraisals, and regular 1-2-1s.
• Effectively deal with complaints in line with the company policy.
• Any other duties as required.

Essential skills/competencies required:

• Strong technical Knowledge and experience of Uninsured loss recovery claims and procedure.
• Authorised to conduct litigation or working towards this and to be achieved within 6 months of employment.
• Problem solving skills
• Ability to collate & analyse Management Information;
• Excellent written and verbal communication skills;
• Good attention to detail;
• Confident user of Microsoft Excel & ability to present information to the management team.

Desirable skills/competencies:

• Performance management experience

Lyons Davidson is a national law firm providing legal services to businesses and individuals.

We pride ourselves on the level of service our experts offer. Our ability to deliver a consistent and high-quality service has allowed us to develop strong relationships with a number of business partners such as insurers, banks and membership organisations that rely on us to give their customers and members the help and advice they need.