Dave Mann Email & Phone Number

Lancaster, United Kingdom

Rochdale, England

COLLECTIONS Team Manager – Agilisys Contact Services December 2013 – December 2014 ………PURPOSE OF ROLE as COLLECTIONS TEAM MANAGER: • As a Collections Team Manager I lead and motivate a team of Collections Agents, providing coaching and guidance to drive the collection of monies on delinquent and over limit accounts. I drive continual improvements in all aspects of the function and work strictly within guidelines as laid down through the Delegated Authority. PRINCIPAL ACCOUNTABILITIES as COLLECTIONS TEAM MANAGER • Inspire, motivate, lead, coach and develop a team of Collections Agents• Translate business strategy into operational goals for the team, via clear communications, targets, objectives and service levels.• Ensure that all aspects of regulatory compliance are adhered to• Ensure team and individual performance targets are met in relation to performance and productivity and identify underperformance and non-adherence to set KPI’s.• Identify persistent underperformance or serious breaches in the code of conduct and manage in accordance with the company procedures on performance management and disciplinary hearings.• Support the Dialler Team in ensuring sufficient call centre resource exists to manage both outbound dialler campaigns and inbound call volume levels each day.• Monitor and manage the Collections team levels of annual leave, absence, lateness and breaks/lunches throughout each shift to ensure maximisation of productivity and performance.• Have a positive can do attitude and ability to deliver successful solutions in an ever changing environment.• Carry out monitoring and reviews of collections calls in line with the current regulatory regime.• Hold regular team meetings 1-2-1’s, coaching and other performance and development activities as necessary.

Southport, England

PURPOSE OF ROLE as CLAIMS MANAGER:To lead the Claims operational area, ensuring that we provide excellent administrative & telephony support to our customers. Drive continual improvements in all aspects of the function and to work within guidelines as laid down through the Delegated Authority.-PRINCIPAL ACCOUNTABILITIES• Lead, support and motivate T/L's to deliver outstanding customer service through our admin & telephony interactions• Embrace & drive ownership of personal & team targets within Claims.• Inspire & enthuse my team to perform to the highest level.• Work with all business areas to ensure there is effective and consistent communication at all times.• Deliver high standards of personal performance & insist on the same from each of my team• Deliver Claims SLA's and meet all KPIs.• Manage all Claims related budgets.• Drive continual quality improvements within the Claims Area to ensure reduction in overall leakage.• Drive fraud referrals & savings to ensure reduction in fraudulent claims.• Drive a coaching culture within my area.• Identify and eradicate root causes of complaints, including process change where appropriate. • Minimise sickness absence through effective use of reporting policies & RTW's.• Demonstrate the ability to change focus quickly to support the needs of the business.• Drive process improvement to ensure delivery of world class service.• Complete daily, weekly, and monthly exec reporting as requested.• Live the values of TCF throughout the Claims Area.• Develop my people to maximise individual and team effectiveness.• Oversee the introduction of change to my area, working closely with Ops Planning & Support to ensure full continuation of services during change implementation.• Liaise with underwriters to develop delegated authorities and service level agreements, building solid and productive working relationships.• Work with L&D to plan training and to ensure consistency of information delivered.

Blackpool, England

PURPOSE OF ROLE as COMPLEX CLAIMS UNIT MANAGER: • To manage, develop and inspire a team of Claims Handlers, Coaches and Team Leader; to deliver a first class debt recovery service to the UK’s largest insurance companies, Brokers and clients …………. PRINCIPAL ACCOUNTABILITIES as COMPLEX CLAIMS UNIT MANAGER • Monitor, motivate, develop and manage the performance of the team to ensure quality control, service delivery and resource management• Audit, coach and identify training needs and ensure the relevant provision of training.• Responsible for Performance Measurement and evaluation of Management information • Ensure appropriate allocation of work on a daily/weekly basis to maintain service level agreements and customer service levels• Work in accordance with both Company and regulatory requirements (Abi GTA, FSA etc) to ensure the effective management of customer complaints.• Devise, implement, track and revise short, medium and long term plans to deliver SLAs and KPIs……………….• Liaise both internally and externally with Insurers, underwriters, brokers and suppliers.• Provide feedback to team on quality review results, contributing to the development of individuals and teams, ensuring the containment of leakage, increase in cash recovery and reduction in aged debt.• Ensure internal tasks, e.g. absence reporting, complaints handling and staff change requests are dealt with within applicable time limits. • To monitor the changing needs of the team including liaising with internal and external parties to identify areas for improvement, making recommendations and implementing those recommendations to the satisfaction of internal and external parties. • To ensure statistical information is produced, collated and analysed on a daily basis to assist in evaluating the efficiency of the team and ensuring appropriate coaching and strategy is in place.

English Language And Literature, General

Education record