Team Leader Motor Claims

**purpose of the role**:
The purpose of this role is to lead a team of technical experts whilst improving operational performance and capabilities through designing and delivering bespoke training programs, ensuring that knowledge transfer and skill development are effectively embedded within our business operations. This role will drive a culture of high performance with high integrity within the Motor Claims Operation. The Technical Training Lead will be an integral part of the onboarding of team members, ongoing technical training, maintaining knowledge management and will be responsible for improving all service metrics.

Key objectives of the role include:

- Improving the Motor Claims Operation expertise through improved training programs
- Develop, implement, and enhance Motor Claims Operation Induction training and ongoing development.
- Driving improved process efficiencies by ensuring the maintenance of the knowledge management systems for Motor Claims
- Continuous improvement of the learning material for the Motor Claims Operation to assist the onboarding of new team members and transition into their roles.
- Provide a roadmap for ongoing technical training for the Motor Claims Operation
- Improving attrition and staff engagement by increasing motor claims knowledge
- Continuous improvement of Complaint handling and performance at First Point of Contact
- Ensure compliance and business risk policies are both adhered to and challenged to meet the commercial, legislative, and business environments.
- Ensuring the change program is executed and embedded.
- Identify technical training requirements according to operational needs.
- Develop a highly capable and efficient team of technical trainers and content writers to support the attainment of business objectives.

Position accountabilities include:

- Coach and mentor technical experts, providing guidance and support to enhance their skills and expertise.
- Foster a collaborative and supportive team environment, promoting knowledge sharing and continuous learning.
- Maintain an advanced level knowledge of company processes, systems, products, and brands.
- Conduct thorough needs assessments to identify training gaps and opportunities for improvement.
- Design and develop engaging and effective training programs, including course materials, assessments and learning activities, tailored to specific roles and skill levels.
- Stay abreast of industry best practices and emerging technologies to ensure training content remains current and relevant.
- Support the Learning and Development team to improve the onboarding of new employees into Motor Claims Operations
- Coordinate with internal and external technical trainers to facilitate training sessions, ensuring smooth delivery and adherence to established standards.
- Manage training schedules, logistics, and resources to ensure efficient and effective training delivery.
- Implement robust evaluation methods to measure the effectiveness of training programs, including pre
- and post-training assessments, feedback surveys and performance tracking.
- Analyse training data to identify areas for improvement and make recommendations for program adjustments while maintaining accurate records of training activities and participant progress.
- Through a combination of technical expertise, leadership skills, and strategic acumen, drive significant improvements in team competency, operational efficiency, and overall business performance.
- Ensure compliance and business risk policies are both adhered to and challenged to meet the commercial, legislative, and business environments.
- Develop and analyse trend data, and deliver to the leadership team on a regular basis.

**POSITION ACCOUNTABILITIES**

**Qualifications AND experience**- 3 years experience in coaching and mentoring technical professionals.
- Solid working knowledge of insurance legislation and procedures.
- Experience in designing and delivering technical training programs, ideally within a contact centre environment. (desirable).
- Excellent interpersonal skills, as well as verbal and written communication skills with ability to adapt to differing situations and skill levels.
- Ability to multitask and prioritise workload in a fast paced, high-pressure environment.
- Ability to adapt to constant change.
- Excellent time management skills
- Self-starter and comfortable using your own initiative.