Communication in claims is atrocious. Team Leaders are often instructed to deliver various communications at the last minute to teams, which impacts morale and creates confusion. The teams and team leaders are constantly pushed for overtime and targets for an SLA that has been failing for years. This is causing people to burn out as well as increase attrition rates. Meetings are then called with HR to discuss the reasons for high absenteeism. It’s a vicious cycle. We see so many new faces every month only to never seem them again.
Targets and KPI's are not aligned across the teams, with certain groups, team leaders and managers doing one thing and the rest doing another thing. There are about 10 managers and supervisors 'managing' claims, but we have no direction from any of them. They like to say they are diverse and integral in the way they operate, yet it’s quite clear the better you know a manager/supervisor on a friendly level; the greater your chance of moving up in the company. This generates a lot of tension with the team leaders and officers alike and it’s hard to even stay true to yourself with all of this going on!
Reporting, workforce management, forecasting are all pushed onto Team Leaders because there are no teams who do this. Often the team leaders are suddenly involved with projects and tasks without them knowing or without it even being discussed with them. An email just gets rolled out with what is required. It feels like we have less and less time to do what we are there to do which is to lead our staff and spend time with them. You have no one to confide in or discuss your concerns because managers are not approachable at all and often intimidating. We are too scared to speak with HR based on previous experiences and you run the risk of ruining your career.