Technical Assistant Manager - Counter Fraud Services

Davies; Bolton; On-site; GBP 30,000 - 60,000; Full time

Job description

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Technical Assistant Manager - Counter Fraud Services

Application Deadline: 22 April 2025

Department: Legal

Employment Type: Permanent - Full Time

Location: Bolton

Description

The role of the Technical Assistant Manager is to ensure that the work produced by the Counter Fraud teams is technically excellent and fully aligned with the Counter Fraud Quality Framework and expectations of our clients.

Key Responsibilities

1. To support and develop the technical expertise of the teams, including development of FHAs through supervision and processing handlers through the competency framework to enhance engagement and reduce attrition linked to development.
2. To support the Technical Manager with development and delivery of technical onboarding for both new colleagues and those changing role and ensuring onboarding training remains fit for purpose.
3. Identify training needs, develop and deliver training as agreed with the Technical Manager.
4. Provide supervision and technical guidance for the pre-litigation teams as agreed with the Technical Manager.
5. Driving Competency Frameworks towards individuals being signed off.
6. Helping to identify and collate causes and trends from IRFs and drive towards a swift resolution.
7. Work with the Technical Manager to continuously improve best practice.
8. Working in partnership with the Technical Manager, Team Leaders, Lead Lawyers, BUD and Growth & Sales ensure that client SLAs, KPIs and other requirements are embedded in the teams and hit.
9. Continuously review suitability of workflows/processes Identify to the Technical Manager areas of risk and potential risk, emerging trends/behaviours, areas of avoidable litigation, and recommend strategies and actions to remove blockers and improve the quality of service and KPI performance.
10. Communicate, co-ordinate and drive delivery of workflows/processes and strategies agreed with the Technical Manager, monitoring success and ensuring consistency of approach.
11. Guide and support Team Leaders to deliver improved quality and client care, opening doors for discussion on areas of continuous improvement, emerging trends, innovative solutions.
12. Dealing with ad hoc referrals from the team and referring into the Technical Manager where necessary.
13. Handle a small caseload of suspected fraud claims.

Skills, Knowledge and Expertise

• Up to date and relevant experience of fraud claims.
• Extensive experience of handling motor fraud claims.
• Litigation experience is essential.
• Organised fraud experience desirable.
• A complete understanding of the claims process and delivery of client requirements including achieving KPIs.
• A strong desire to invest in and develop others is required.
• Experience in supervising, training others and/or mentoring.
• Preparation for and attendance at client review meetings will be required from time to time.
• Close liaison with other teams and key stakeholders will be part of the role.
• Good working knowledge of Excel and Powerpoint advantageous.
• Presentation skills - to include delivery of training.
• Calm under pressure with the ability to re-prioritise and delegate effectively when required.
• Confident with ability to take initiative to innovate and adapt to changing situations.
• Good team worker with the flexibility to do what is required to get a result and ensure client service levels are met.
• Work effectively within the Keoghs Shared Values framework.

Benefits

• Davies Incentive Plan
• 25 days holiday per year which increases with level of service (opportunity to buy & sell 3 days)
• Family Cover Private Medical Insurance (Bupa) - will automatically be at single cover level but can opt into family option within first month of joining.
• Simply Health Care Cash Plan
• WeCare - 24/7 online GP, mental health support and virtual wellbeing covering a whole host of topics to do with health, mental health, wellbeing & healthy living and financial & legal wellbeing.
• Death in Service
• Critical Illness Cover
• PHI/Income Protection (Private health insurance)
• Pension Contribution based 5% Employee / 3% Employer
• Cycle to Work Scheme*
• Tech Scheme*
• Season Ticket Loan*
• Gym Flex*
• Access to Online Discount Sites
• Discounted Gourmet Society Membership
• Discounted Tickets for Merlin Attractions nationwide
• Discounts at local retail outlets

* after successfully completing probation