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Service Delivery Manager - job post

Sedgwick
2,795 reviews
United Kingdom
Full-time
Responded to 75% or more applications in the past 30 days, typically within 2 days.
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Job details

Here’s how the job details align with your profile.

Job type

  • Full-time

Location

United Kingdom

Benefits
Pulled from the full job description

  • Company pension
  • Cycle to work scheme
  • Employee discount
  • Season ticket loan
  • Work from home

Full job description

Taking care of people is at the heart of everything we do, and we start by taking care of you, our valued colleague. A career at Sedgwick means experiencing our culture of caring. It means having flexibility and time for all the things that are important to you. It’s an opportunity to do something meaningful, each and every day. It’s having support for your mental, physical, financial and professional needs. It means sharpening your skills and growing your career. And it means working in an environment that celebrates diversity and is fair and inclusive.
A career at Sedgwick is where passion meets purpose to make a positive impact on the world through the people and organizations we serve. If you are someone who is driven to make a difference, who enjoys a challenge and above all, if you’re someone who cares, there’s a place for you here. Join us and contribute to Sedgwick being a great place to work.
Great Place to Work®
Top 100 Most Loved Workplace®
Forbes Best-in-State Employer
Service Delivery Manager
The role:
We’re looking for an enthusiastic, results focused person to fill the role of Service Delivery Manager for our Motor Claims Team.
As a Service Delivery Manager, you`ll lead and motivate a group of Team Leaders who are looking after up to 40 colleagues. The teams work with a number of clients and handle claims from notification to settlement, covering all areas of technical motor, including personal injury and credit hire.
Technical claims handling and people management experience are essential for this role.
Many of our colleagues now benefit from working flexibly between the office and home, supporting a healthy work/life balance which we believe is important for all of our people. When you do spend time in our office, you’ll experience bright and open surroundings which help create the right environment for collaboration. It’s an ideal environment for working alongside and interacting with fellow colleagues.
The Role entails:
  • Responsibility for delivery of client requirements, evidenced by SLA and KPI delivery
  • Leading a Team Manager(s) and Technicians, including delivery of the 1-2-1 framework
  • Ensure all qualitative and quantitative goals are set and achieved including productivity, telephony utilisation, SLAs/KPIs, and ET
  • Implement, develop and continually review processes, ensuring they remain effective and efficient
  • Ensure an appropriate and up to date governance framework is in place and effective, covering areas such as complaints, regulatory requirements, QA, and control reporting
  • Act as the key entry point into the relevant operational team for both the client and Sedgwick`s internal Client Director/Client Relationship Manager (CD/CRM)
  • Work with the Client Director & Operations Manager to ensure our operating model is aligned to client requirements
  • Maintaining up to date market knowledge, covering technical claims handling, regulatory changes and market trends
  • Lead client operational interactions and meetings
  • Support the internal due diligence process from an operational perspective ahead of onboarding new clients
  • Lead the implementation of new business and on boarding of new clients
  • Working with the relevant CD/CRM review, contribute to and support the completion of client contracts
  • Facilitate, contribute and support the client audit process including preparation, completion of the audit and the debrief/review
  • Create, own and manage any audit corrective action plan through to completion
  • Support delivery of a client’s data and MI requirements including the provision of MI packs, producing narrative to explain the operational results
  • Manage client`s access to digital tools
  • Ensure the agreed resource is managed appropriately across the team, responding to changes in claim forecasts, as agreed with the Operations Manager
  • Remain aware and informed of regulatory changes, ensuring these are applied appropriately in order to maintain the claims service for the client
  • Investigate and resolve any requests for compensation and professional indemnity claims, with support from the Operations Manager.
  • Ensure any learning is fed back for improvement to the operational team
  • Ensure process and handling guides are maintained and up to date
  • Undertake any other ad hoc tasks or activities which are relevant to operational and business requirements
Competencies:
  • A motor claims background is essential for this role
  • People and performance management
  • Technical claims handling knowledge
  • SLA and KPI delivery
  • Ability to set and drive a culture of engagement, focused on positive claims and customer outcomes
  • Client/Customer Focus
  • Commercial Acumen
  • Proficiency in Excel, PowerPoint and other MS Office products
  • Data analysis – you must be comfortable with numbers and able to identify data trends
  • MI production and analysis
  • Change Management
  • Controls framework – use of data and exception reporting to mitigate risk and improve outcomes
  • Information Security and regulatory knowledge
  • As a global business, we are always interested in hearing from candidates with bi-lingual/multilingual skills

What will you get for this role?
  • Competitive salary depending on skills, experience and qualifications
  • Many of our vacancies offer the opportunity to work flexibly, whether from office and/or home
  • Healthcare scheme
  • A Self Invested Personal Pension Scheme
  • Holiday allowance of 25 days plus bank holidays
  • Discounts on various products and services
  • Employee assistance programme for employee wellbeing
  • Life assurance
  • Group Income Protection
  • Voluntary benefits – dental cover, cycle to work scheme, season ticket loan, wellbeing and digital GP app
Working at Sedgwick
Our company is a place where creative and caring people of all backgrounds can be challenged, grow as individuals, and feel a higher purpose in the unique value they bring and the difference they make in the lives of others. We celebrate our differences; cultivating uniqueness and belonging allows us to connect with our consumers on a personal level, understand our clients’ needs, support the communities in which we operate, and perform at our best.
We’re passionate and understanding about our colleagues – so we have built flexibility into our colleague working model. If you wish to work from home, split your working time between the home and office or change your hours so you can collect your children or care for someone in your family, we’re supportive of that. As a flexible employer, we’re happy to discuss options that take into consideration your personal needs for this position during your interview.
Applicants who are successful at interview will be, as part of pre-employment screening, subject to: ID document verification, credit check, address verification, employment verification, employment gap verification, UK DBS, UK financial regulator search, anti-money laundering search, directorship search and global watch list check.
Sedgwick is committed to Equal Opportunity and Diversity. We aim to ensure that no job applicant or employee receives less favourable treatment on the ground of race, colour, nationality, religion, ethnic or national origins, age, gender, marital status, sexual orientation or disability.
#LI-HYBRID
Sedgwick is an Equal Opportunity Employer.
The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Sedgwick retains the discretion to add or to change the duties of the position at any time.
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