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Purpose and objectives of the role
To effectively manage, motivate, coach and develop a team of Case Managers, ensuring cases are dealt with in line with the business SLAs and in compliance with Court deadlines, ensuring efficient and professional resolution of any issues/queries.
To effectively manage, motivate, coach and develop a team of Case Managers to exceed customer expectations, in line with agreed service level agreements (SLAs).
To build excellent rapport with colleagues and management to ensure smooth operations.
Main duties and responsibilities
- Day-to day operational management of a team of Case Managers
- Identify any recruitment requirements and build the team
- Develop and manage new starter 12- week journey plan to ensure successful completion of induction
- Ensure the effective management of daily workloads, and re-assess and re-allocate tasks as required
- Use motivational strategies to ensure high performance from the team
- Conduct regular one-to-ones to a high standard, utilising agreed KPIs identifying areas of high performance and development areas, and taking appropriate action to maintain morale and enhance performance
- Conduct an annual appraisal for each team member
- Be a coach/mentor to each member of the team
- Liaise with other departments (i.e. HR) to ensure employee management is in line with Group policies and practices
- Develop, review and take appropriate action, including feeding back to team members of the teams productivity
- Identify training needs, and address as appropriate in a timely manner
- Manage any calls which are escalated to you via the team
- Build exceptional rapport colleagues and management
- Effectively manage and resolve any Client/team queries, ensuring all work is completed in line with agreed SLAs
- Manage and resolve any issues raised by the Client/team immediately, highlighting any significant issues to senior management team
- Develop and manage the team and highlight any areas for Development or automation, to improve processes
- Manage each Case Managers worklist and ensure tasks are being completed in line with SLAs and cases are progressed accordingly
Requirements
- CMI certificate/diploma (desirable but not essential)
- Minimum of 2-3 years experience of managing a high-performance team in a supervisory / team-leader role
- Demonstrable experience in coaching and mentoring teams to achieve high performance, including developing and implementing training programmes
- Practical experience of motivating teams within a busy-working environment to meet/exceed client expectations
- Experience of Proclaim (desirable but not essential
- Ability to prioritise multiple tasks to meet all deadlines
- Experience of account or client management (desirable, but not essential)
- Ability to build, develop and maintain long-lasting relationships.
- Ability to develop and mentor staff
- Excellent written and verbal communication skills, combined with experience of all Microsoft applications (Teams, Word, Excel, PowerPoint, etc.)
- Effective team-player
- Takes ownership of self and team
This is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require other or different tasks be performed as assigned.
