Claims Planning Team Leader

Mediacom UK Limited
13 Nov 2017
16 Nov 2017
Contract Type
Full Time

At Direct Line Group, we're shaping the future. With a mission to make insurance easier and better value for our customers, we embrace change in all its richness and variety. It's not just what we do; it's how we do it. We bring our whole selves to work every day and embrace fresh thinking - after all, Britain is constantly changing and to protect the nation, we adapt with it.

Across our diverse brands - including Direct Line, Churchill, Privilege and Green Flag - change takes many forms. We appreciate the knowledge and skills that each one of us brings to the business. It's hard not to be inspired by the things that make us unique. Boldness, curiosity and enthusiasm go a long way. And they're helping us transform the industry we lead.

Claims Planning Team Leader

An opportunity to take ownership of a team of Planners, Schedulers and Real Time Coordinators, ensuring all resource supply requirements determined by the Demand Planning Team are delivered i.e. ensuring the right people are in the right place at the right time across Claims Operations. In addition you will encourage best use of the Workforce Management System and Telephony systems within the team

What being a Claims Planning Team Leader involves:

  • Ensure optimal claims performance is delivered through accurate and efficient scheduling and utilisation of Claims Handler resource
  • Ensure accurate strategic supply plans are produced for all appropriate areas of Claims, engaging with Operational Stakeholders to provide proactive recommendations for movement, up skilling and/or recruitment of resource
  • Ensure daily, weekly, monthly telephony performance targets are delivered, meeting brand SLAs in line with contractual agreements and providing regular updates and plans to Operational stakeholders about performance against target
  • Develop best practice use of telephony systems within Real Time Team, working with Telephony Analysts and Operational Stakeholders as necessary to deliver Telephony Change for Claims
  • Work with the WFM Developer to identify best practice use of WFM System, ensuring coaching and training provided to Supply Team to deliver optimal system performance
  • Ensure robust and controlled single source of supply data (WFM) is administered from which all Planning and analysis outputs are driven
  • Provide consultative input to inform business decisions around implementing new initiatives in most cost effective & efficient way
  • Create development opportunities through effective delegation within the team
  • Provide regular coaching, ensure 121s and PDP are in place
  • Individual behaviour and performance to be managed within HR policy guidelines
  • Ensure timely and accurate communication to all stakeholders regarding performance
  • Contribute to a culture of continuous improvement, striving to achieve a 'best' in class Planning function
  • Identify, own and manage the risks involved in running our business appropriate to my role, in line with the DLG risk framework

Skills & qualities you'll need:

  • Operational performance
  • Long term planning
  • Employee Lifecycle planning
  • Forecasting resource availability
  • Relationship Management
  • Developing People
  • Data Analysis, Interpretation and Deployment
  • Problem Solving
  • WFM System Development Knowledge
  • Avaya Telephony System knowledge

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