Specialist Solutions Team Operations Manager

Job Overview

Specialist Solutions Team Operations Manager - Full time - Hybrid

About this Role:
The purpose of the Operations Manager - Specialist Solutions Team is to effectively lead and manage the Solutions team to analyse accounts and offer sustainable measures that are appropriate for the customer. This will be carried out through controlled policies, procedures and legislative requirements while ensuring the delivery of exceptional customer service and risk management.


Key Responsibilities:

  • People Management
  • Manage develop and motivate a team with responsibility for finding solutions for customers in arrears
  • Accountable for the day to running of the team, completion of tasks and system generated reminders.
  • Ensure all SLAs', KPIs are delivered for the Team, monitor performance daily weekly monthly, with plans to address any gaps in performance
  • Ensure all one to one's, appraisals, and team meetings are completed
  • Ensure all required training is completed
  • Deliver clear communication to the Team

Quality, Compliance & Risk Management

  • Quality Assurance, instill a culture of Customer First with QA results to meet or exceed 90%
  • Liaise with assurance partners (1st line QA, 2nd line Operational Risk & Compliance, 3rd line Internal Audit) to facilitate review and testing. Ensure timely and accurate validation of testing results. Assist with Client audits as required
  • Identify root causes for QA issues, agree and own action plans to address them ensuring any action to improve the area's QA are executed and in particular feedback is followed through on.
  • Using all QA Errors and complaints monthly identify any training needs for the area and actions to address them so that the team are equipped to service borrowers are pace meaningfully and accurately
  • Contribute to the assessment and reporting of risk and controls, working with the Head of Long-Term Arrears and Operational Risk
  • Ownership and responsibility for making sure controls for the area are fit for purpose and operational.
  • Contribute to the assessment and reporting of risk and controls, working with the Head of Long-Term Arrears and Operational Risk
  • Monitor errors and complaints for the area and that they are resolved
  • Ensure department adheres to all regulatory compliance requirements
  • Using all QA Errors and complaints monthly identify any training needs for the area and actions to address them so that the team are equipped to service borrowers are pace meaningfully and accurately

Specialist Solutions Team Management & Reporting

  • Supervise the solution pipeline making sure that customers are contacted directly and timely to ensure the cases are worked at pace meaningfully and accurately and ultimately the solution is implemented.
  • Ownership and responsibility for making sure controls for the area are fit for purpose and operational.
  • Ensure that appropriate metrics and their performance are communicated to the Head of ASU and senior leadership.
  • Manage escalated issues and ensure clear reporting to management on current solution position and risks in delivering targets
  • Run campaign for solutions and engagement
  • Check and make sure controls for the area are working an in order
  • Attend Client meetings as required
  • Project work as needed

Skills & Experience

  • QFA (desirable)
  • Relevant third level education (desirable)
  • Minimum 5 years' experience in debt management, restructuring or workout
  • Excellent, in-depth, and up-to-date knowledge of the CCMA, CPC, MCC and how to apply these through in-teractions with our customers
  • Proven track record of driving performance and delivering business results.
  • Excellent Negotiation Skills
  • Experience in leading a large team(s)
  • Excellent interpersonal, verbal, and written communication skills
  • Proven ability to communicate effectively across all levels of the organization and with borrowers and insti-tutions.
  • Advanced Microsoft Excel skills (lookups, pivot tables, dashboards, data manipulation)
  • Advanced Microsoft PowerPoint and presentation skills (presentation of financial results to clients / board of directors)
  • Confidence to assume responsibility and initiative
  • Excellent time management, prioritisation, and organisational skills

Competencies

  • Customer service & Commercial Awareness
  • Risk Management
  • Legal and Compliance
  • Risk Management
  • Accuracy & quality
  • Adaptability/ Dealing with Change
  • Communication and Interpersonal Skills
  • Developing Others
  • Influencing/Persuasion & Negotiation skills
  • Judgement & Decision-making
  • Leadership

Benefits

  • 23 days annual leave per annum plus 3 company days
  • LAYA Healthcare - immediate access from Day 1.
  • Generous defined contribution pension scheme - immediate access from Day 1.
  • Robust further education scheme
  • Employee Referral Scheme
  • Tax Saver Commuter Ticket
  • Cycle to Work Scheme
  • Employee Assistance Programme
  • Wellness Programme
  • Long term sickness benefit (PHI)
  • Life Assurance/Death in Service
  • Free Parking

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