Operations Manager

Operations Manager

Rochdale

Salary depending on experience plus benefits and hybrid working.

My client are looking for an experienced Operations Manager to lead their team and drive operational excellence. If you're passionate about process improvement, customer satisfaction and team development, this is the perfect opportunity for you.

About the Role:

As Operations Manager, you'll play a crucial role in ensuring the efficiency and effectiveness of our onboarding journey, contact centre operations and early arrears collection strategy. Your responsibilities will include:

• Customer Onboarding: Overseeing the entire customer onboarding process, from initial application to final approval.
• Risk Assessment: Defining and monitoring affordability assessment processes to ensure responsible lending practices.
• Underwriting: Managing the underwriting process, including manual underwriting for complex cases
• Contact Centre Management: Overseeing the day-to-day operations of our contact centre, including inbound and outbound calls, emails, and chat interactions.
• Early Arrears Collections: Developing and implementing effective strategies to recover early arrears accounts, ensuring compliance with regulatory guidelines.
• Team Leadership: Leading and developing a high-performing team of underwriters, payouts agents, and customer service representatives
• Performance Management: Conducting regular performance reviews, providing feedback, and setting development goals.
• Quality Assurance: Monitoring quality assurance metrics and implementing measures to improve customer satisfaction and agent performance.
• Process Improvement: Identifying opportunities to streamline processes, reduce costs, and enhance operational efficiency.
• Customer Experience: Ensuring exceptional customer experiences through effective communication, problem-solving, and empathy.
• KYC and Compliance: Oversee the entire Know Your Customer (KYC) process, including e-signature completion, bank verification, identity verification, and ensuring compliance with all relevant regulations.
• Policy Adherence: Maintain and update lending policies and procedures to ensure compliance with regulatory requirements and internal standards.

Requirements:

• Proven experience in a managerial role within a collections call centre environment, preferably in motor finance or asset-based lending.
• Proven experience in a managerial role within lending/underwriting environment, preferably in motor finance or asset-based lending.
• Strong understanding of credit risk, criteria, and CRA-based scorecards.
• Excellent leadership skills and ability to motivate and develop teams.
• Proven track record of improving collections performance and ensuring customer satisfaction.
• Experience working in a regulated environment.