37+ Keoghs Jobs

Technical Manager Credit Hire Department Job Purpose The Technical Manager has responsibility for leading all aspects of technical performance in Credit Hire, providing effective training, development and support to the team in order to drive engagement and create a culture of continuous technical improvement which delivers a high quality service and meeting client expectations. Their purpose will be to interpret the strategy given to them by Keoghs strategic leaders, roll it out into operational plans, ensure that is being adhered to, monitor the quality of the operations delivery and report back to the same stakeholders on the strategy s impact. They will also be responsible for continuously monitoring CHO tactics and behaviours through MI trend analysis and file auditing, feeding back into the strategic conversation. The post holder will have the resource available to them to make sure that we are delivering what we say we will in relation to strategic file handling, monitor that it is being consistently applied and feed up CHO/Market analysis to senior staff and peers. They will need to ensure we have our finger on the plus and can react first in the market to trends/behaviours. This department is the co-ordinated eyes and ears of the operation. Success in this role means Keoghs are first to market providing our clients best in market cost saving tactical offerings as new CHO behaviours arise. Key Accountabilities Strategic file handling:- • Working closely with the BUDs and Strategic leads understand and support the development of target case handling tactics and strategies • Working with the CH trainer to develop strategy roll out plans to ensure the operation is equipped with the skills, knowledge and processes to deliver against target file handling strategies • Using the audit and technical supervision resource within the team monitor and ensure that target file handling strategies are fully adopted following roll out and on an ongoing basis • Management of technical risk within the Unit, identifying issues and managing them to conclusion in conjunction with the Business Unit Director and co-ordinating with relevant stakeholders as and when required • Ownership of the risk management process, attending quality meetings, acting as main contact for QRC and managing issues to conclusion Staff Development:- • Maintain a database of credit hires staff competency bank including Technical gaps, succession planning across the division • Work with HR and operational leads to ensure we have fit for purpose competency frameworks in place for all roles • Feed in data and intel gained from audition and technical supervision into the ongoing improvement of the divisions competency levels • Identify skills and competence gaps through needs analysis and audit data, feeding in to the line managements performance management of the workforce • Ensure that targeted, relevant and effective training content is produced to compliment the departments competency framework • Monitoring of technical supervision capacity to ensure delivery of effective and timely technical supervision and financial authority progression is achieved in line with frameworks. • ensuring resource is deployed effectively with effective audit criteria, and well balanced reporting of findings to the BUD and senior management team, with results used to inform & plan future training needs CHO and Market behaviour analysis:- • Ensure that the MI team are providing the line management structure with the operational MI they require to perform • Deliver saving and performance reporting in line with adopted strategies to support existing client relationships and win new work • Ensure that CHO behaviour is constantly monitored and changes are flagged appropriately to the Technical board • Work with the MI team to produce bi monthly client/CHO spend reports for discussion at the technical board • Driving consistent application of KYO strategies and creating a culture where individuals identify and flag opportunities to positively influence claimant behaviours Working Hours 35 hours per week Monday Friday 9am 5pm with 1 unpaid hour for lunch. This is a hybrid role working 1 day in the office and 4 days from home. Experience, Skills and Qualifications • Experience in a Technical manager/leadership role within a credit hire environment is essential, with the ability to drive high performing teams, through effective coaching and development • Demonstrate sound understanding of learning and development best practice • Experience in using MI and data analysis to identify trends, formulate action plans and deliver • Experience in delivering and developing best practice file handling in order to deliver market leading spend in line with client expectations • Able to Prepare monthly quality report for key stakeholders, including an overview of the trends emerging from the IRF process and audits carried out and an update on improvement plans Compensation package: Salary discussed & disclosed on application, hybrid working 1 day per week in office remainder remote working, Health Care Cash Plan, Holidays 25 days plus 8 bank holidays (opportunity to buy & sell 3 days) increasing to 26 after 5 years service and to 27 after 10 years service, Death In Service - after 1 year, Employer Pension Contribution, Cycle to Work Scheme, Tech Scheme, Season Ticket Loan , Gym Flex Values Our culture is focussed on making Keoghs sustainable and successful for our people and clients, with this our four values are at the heart of everything we do; Our values We are connected We are Dynamic We are Innovative We succeed together