The Post: Office Manager, Shield Accident Management
The Post Holder: Stephen McCann
Good communication and problem solving skills are central to Stephen McCann’s role as an Office Manager.
Give a brief outline of your career to date.
I have worked in several roles throughout my career, including an IT company, as a Business and Operations Executive, Operations Manager and Office Manager. When I was younger, I worked in the family business – McCann Bros Peat and Compost Manufacturers – while furthering my education.
What was your favourite subject at school?
Definitely, Information Communications Technology (ICT). I always enjoyed working with computers and discovering what each piece of software and hardware could do. Programming and web design were particular favourites for me as they allowed me to be more creative. That interest has been a great grounding and has really helped me throughout my career.
Did you go on to further/higher education, if so what did you study and where?
After completing my A-levels at St. Patrick’s Academy, Dungannon, I decided to pursue a career in IT due to the opportunities which I knew would be available in that sector. Luckily my grades allowed me to study ICT at the University of Ulster, Jordanstown where I graduated with a 2:1 BSc Honours Degree.
How did you get into your area of work?
After graduating university, I went to work in a Business and Operations Executive role with a small up-and-coming insurance broker in Belfast. I was there for six years and my role grew to include the management of multiple team members and I was eventually promoted to Operations Manager which meant I worked closely with the board of directors to grow and develop the business further.
In November 2021, I decided to make a change and took on the role of Office Manager with Shield Accident Management. Part of my remit is to grow and expand the business and to implement processes and procedures that will facilitate expansion.
Is this what you always wanted to do?
Truth be told, I always wanted to be a vet growing up, but the problem was that sciences were not my strongest subjects in school – to put it mildly. My fascination with computers and business led me down the career path I am currently on and I get a real buzz out of the work I do with colleagues.
Were there any particular essential qualifications or experience needed?
For my role with Shield, managerial experience was key and having that day-to-day operational knowledge of internal structures was a big asset. I believe my background in IT, setting up and managing processes and procedures that a company must have as it slowly grows, have been key to being effective in my current role. Future-proofing the business is also a passion of mine – thinking about what will be required in 6,12 and 18 months time – as we continue to grow.
Are there alternative routes into the job?
I believe my career path shows that there are many alternative routes into a job like mine. For example, I have gone from IT to insurance and now to accident management so transferrable skills and real-life experience are vital as they have allowed me to move with ease in various sectors. Hard work, constant learning and commitment are key but sometimes opportunities can come when you least expect it, so there is an element of ‘being in the right place at the right time’.
What are the main personal skills your job requires?
Teamwork, motivation, problem solving, constant communication and respect for each of your colleagues. Providing the best possible service for your clients so that we take away all the hassle from them as soon as they call. Keeping clients up to date and happy is key to ensuring high levels of customer service and I thrive in that area.
What does a typical day entail?
No day is ever the same – our business is so reactive that we need to be ready as soon as a client requires something from us. However, a typical day can entail anything from managing insurances, handling enquiries about the Shield fleet of vehicles, discussing cases with the Shield legal teams and processing accounts. I update the Shield drivers throughout the day and I am in constant communication with the wider team checking that they are correctly resourced and that we can quickly problem solve should any issues arise. In a nutshell though, my job entails making sure the day-to-day operation of the office is always running smoothly.
What are the best and most challenging aspects of the job?
The best part of my job is working with a great team of people and seeing a satisfied customer following an interaction with us. The variety of the job means we are constantly learning something new, so it keeps us all on our toes and means we are always updating our ways of working. The most challenging aspect of my job is having multiple tasks on the go at the same time with each as important as the next, so it is vital to prioritise and manage my time and that of the team correctly.
Why is what you do important?
My role is vital to the success of an effective team. We are often one of the first calls someone makes following a vehicle accident so it is vital that we’re on constant alert and working at optimum capacity. Our customers will find themselves in sometimes quite stressful situations so an efficient team means we can deal with every aspect of their vehicle accident with one call. With that first call, customers need to know about Shield’s full suite of services – which include vehicle recovery, storage and repair, replacement vehicles, legal work and medical assistance, if required – and that we have everything under control, so they are immediately reassured.
How has Covid-19 impacted your business/role?
We were fortunate that we could work remotely during the pandemic due to our high-quality network infrastructure and IT. We also have superb spacious premises which allow us to mitigate a lot of the risk associated with Covid.
What adjustments have you had to make?
We had a daily team update that everyone fed into it to ensure we had a good handle on which team members were doing what, who was out and about, and where there were busier times so we could properly resource them. Thankfully though the entire team is now back in office.
What advice would you give anyone looking to follow a similar career path?
Go for it! Find out what you enjoy, work hard and always keep your head up even if things are getting tough because opportunities will present themselves to further develop your career and learning.
If you weren’t doing this what would you like to do?
I would like to be managing Manchester United in all honesty!
What is the one piece of advice you would give to yourself on your first day?
Ask plenty of questions, get to know your team and enjoy it.
Describe your ideal day off.
Catch up with a few friends and family, round of golf and then put the feet up and enjoy a good game of football on the telly. Maybe a beer or two to top off the day (providing it’s not a school night off course!).
And finally, what’s the key to any successful job search?
Research the company and the people behind it. Don’t rush into anything, take your time and consider all options. Don’t get downhearted if things haven’t gone your way, keep going and you will find the right opportunity.
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