Civil Litigation Attorney
Goldberg, Miller & Rubin
Technical Manager, Credit Hire
MDD Forensic Accountants
full-time
Posted on:
Origin: • 🇬🇧 United Kingdom
Visit company websiteJob Level
Mid-LevelSenior
About the role
- You will be responsible for the quality of work delivered in the Credit Hire teams (Litigation & Pre-Litigation) with unlimited values.
- Ensure that quality and technical frameworks and processes in the Credit Hire teams are working effectively and delivering value and mitigating risk.
- Responsible for delivering the services in line with specific clients SLAs and claims handling requirements
- Work closely with the Technical Director, Growth / Sales and the Operational team to ensure that the claims handling model is consistent with the service expected by our clients and delivers an agreed level of profitability required.
- Support Technical Director / Operational Team with technical input in Credit Hire bids.
- Work closely and collaboratively with Technical Director, Operations Directors and Managers, and the Credit Hire partners and client service team in order to help to drive the integrated delivery of team wide projects.
- Working closely with the Technical Director and Technical Managers identify training needs, process improvements, general best practice and legal developments which will improve the quality of service and KPI performance that the team delivers.
- Managing an effective audit function which delivers both internal and external audit requirements and forms an integral part of the technical framework for improving quality and service delivery.
- Own the quality of work produced in Credit Hire - results, performance and client care.
- Align the approach to quality and risk with the wider Volume Legal teams in Keoghs, developing and driving a holistic and commercial and approach to delivery aligned with Operations –shining a light on crucial areas of focus and following up initiatives and agreed actions
- Develop and report against a range of key performance indicators against which the success or otherwise of quality and client care are measured
- Implement strategies to be adopted across the whole of Credit Hire to improve performance metrics and client care with plans to support planned volume and profit goals
- Monitor, report and undertake trends analysis on performance against key KPI and co-ordinate and drive activity to improve performance
- Monitor, report and undertake trends analysis on professional indemnity spend and loss of profit linked to errors and complaints and co-ordinate and drive reductions in the cost of mistakes
- Devise and deliver supervisory and case handling models that deliver the right focus on quality which are both pragmatic and commercial.
- Influence, guide and lead supervisors to deliver improved quality and client care
- Identify risk and potential risk and suggest pragmatic and commercial solutions to avoid or mitigate damage
- Provide assistance to Growth/Sales/CAMS and PPCs to enhance client communication around performance and client care including attendance at client meetings, reporting , feedback, satisfaction monitoring, service and lifecycle reviews
- Manage a team of Technical Supervisors and Technical Leads and lead the pre client audit process within Credit Hire
- Review with operational colleagues work states and capacity and contribute to strategies and actions to remove blockers
- Maintaining technical capacity plan in conjunction with operational colleagues to ensure optimum supervisory levels
- Responsible for ongoing technical training and development across Credit Hire ensuring regular training on areas of focus/need and refresher training.
- Develop and promote development of people in their roles and into new roles through innovative on boarding of new starters, training and development that can enhance engagement and reduce attrition linked to lack of development.
- Working closely with Quality/Technical colleagues in other areas, lead the approach to development and training in all file handling roles.
- Oversee personal development for all technical roles.
- Establish a clear internal communications policy making use of the most appropriate channels available to engage with people at all levels and career stages to drive change
- Together with others implement agreed strategies already in existence across the firm, ensuring the work delivered in Credit Hire is consistent with the work delivered elsewhere
- Undertake regular reviews of how emerging case-law and rules changes will alter how we approach technical delivery and implement an updated policy/ strategy
- Communicate co-ordinate and drive delivery of agreed strategies, monitoring success and ensuring firm-wide consistency of approach
- Maintain sharp execution focus in the team, following through on activity, monitoring the progress of initiatives, being an ‘un-blocker’ and taking a strong personal lead where necessary
- Provide leadership and direction for the team and ensure best in class standards, customer service and systems
- Establish strong relationships with other Technical Directors/Managers/Leads across the firm
- Engage and motivate people to deliver excellent results and strive for continuous improvement and personal development
- Working Hours: 35 hours per week Monday – Friday 9am – 5pm with 1 unpaid hour for lunch.
- Primary location for this role is Bolton
Requirements
- Solicitor / Legal Executive
- A proven track record of credit hire litigation file handling and passion for results driven performance and client care.
- Financial Authority of at least £100k.
- Over 5 years’ experience of handling claims including litigation. Pre Litigated experience also preferable.
- Experience of leadership either in a Team Leader role or supervisor role.
- Experience as a Technical Manager / Lead.
- To be successful the appointee will need to build relationships, carry out meaningful consultation and demonstrate the ability to lead in a way which is soundly based on listening, perception and co-operation.
- A good communicator, adept at managing multiple initiatives simultaneously and liaising with unrepresented & vulnerable claimants
- Capable of strategic thought, but enthusiastically hands on, understanding of the critical importance of striving for the balance between excellence and profit
- Enthusiastic in the drive for passion around quality, client care and results; will win ‘hearts and minds’ on one level, yet be organised and detail orientated in terms of delivery
- Proactive, able to facilitate change decisively but sensitively, understanding that law firms tend to embrace change at a moderate pace
- Energetic, leading by example and prepared to ‘sell’ to others to recruit champions who will embrace best practice in their teams and offices
- Adept at setting, balancing and communicating competing priorities
- Required Soft Skills: Effective communication skills.;Teamwork.;Dependability.;Adaptability.;Conflict resolution.;Flexibility.;Leadership.;Problem-solving.
