ILC ARTICLE

ILC Rising Star Interview: Adam Daloub, Operations Manager – Carpenters Group

11th April 2022

Tell us about your role. What do you do, and what do you find most interesting about it?

As Operations Manager within the Recoveries and Credit Hire Department, my focus is to work closely with the Head of Department, Team Managers and Legal Advisers to ensure we drive litigation and maximise recoveries. Our primary objective is to deliver rapid dispute resolution for our customers and exceptional customer service as well as considering best strategy with the purpose to change market behaviours to improve the servicing of claims across the industry.

The most enjoyable part of my role is the interaction between colleagues and clients as well as the regular contact with our stakeholders (either via Teams or in person) which provides the opportunity for a collaborative partnership for achieving shared objectives.

What made you want to work in this industry?

In my latter years at high school, I found a real interest in business and therefore continue my studies at college studying Law and Business which inspired me to train to become a Lawyer. I continued my studies at university completing a degree in Law, Business & Economics.

After graduating from Law & Business School, I secured a position in a reputable law firm where I qualified as a Lawyer through the CILEx route. Almost 10 years on and I have not looked back. My career so far I was a litigation handler dealing with High Value RTA disputes. The industry is very challenging and fast paced which definitely suits me… if you know me!

What do you see as the biggest challenge to your industry in the next year?

I believe the biggest challenge over the next year will be judicial resource. In my role, the best claim is a settled claim. Litigation is the ultimate dispute resolution. In layman’s terms, once a case is litigated you are guaranteed a resolution. As such, once parties have adhered to their relevant pre-action protocols, if a case is not resolved the matter is usually then sent to litigation to conclude matters if parties are unable to narrow all issues.

The biggest challenge I see is the hangover of Covid on the judicial system where I believe the courts are still processing the backlog of claims; this has resulted in longer case lifecycles which will impact industry. More recently, we have seen some positive signs that the courts are processing claims much quicker, which is beneficial for all parties.

How would you like to see the industry improved next year / 5 years / by the time you retire?

I would like to see to continued development utilising technology within the credit hire industry. The pandemic required swift changes to ensure businesses could continue to operate. Such use of technology has allowed our industry to survive. This has highlighted how important it is to continue to improve technologies to ensure our industry becomes more efficient and improve the servicing of claims.