Senior Contact Centre Manager

• Fully accountable for the delivery of SLAs/ KPIs for the team
• Provide structure, guidance, and direction to the team
• Manage, develop, and motivate the team to drive performance and quality standards
• Effectively manage all internal and external stakeholders
• Actively promote risk culture, leading by example and setting a “tone from the top” that reinforces and enhances the risk and control environment.
• Foster strong / effective governance structures in the team and with the client and other stakeholders
• Fully accountable for the delivery of regulatory and mandatory standards in compliance with company processes and procedures
• Develop and deliver continuous improvement initiatives
• Collaborate with all areas of the business to support the needs of the team/department and to achieve strategic outcomes
• Observe and monitor changes in the working environment and the ability to alter planned actions or approach in order to adapt to a new situation
• Ensure that the customer is a key consideration in the course of strategic decisions, objective-setting and business plans, demonstrating understanding of Mars Capital’s risk appetite and conduct risk policies throughout.
• Ensure own assigned incidents, incident actions and Risk Forum / Risk Committee actions are managed effectively, ensuring closure within agreed timelines as well as those within your team.

Requirements

• Strong leadership and motivation skills
• Excellent written and verbal communication skills
• Excellent organisational and prioritisation skills to manage workloads and ensure SLAs/KPIs delivery in a fast-paced environment
• Strong negotiation and financial-analysis skills
• Skilled in credit analysis and associated loan documentation, coupled with a strong background in managing complex problem cases
• Able to audit within a secure delegated authority framework
• Excellent knowledge of Microsoft Office applications and ability to use MI to analyse trends and performance
• Experience working in an environment built around Customer Focus and Risk Management of vulnerable customers.
• Experience in managing 3rd party servicers, oversight performance and achievement of key deliverables
• Mortgage/Legal/ Recoveries/ Business related background and working knowledge of legal framework surrounding recovery workout environment, and regulatory guidelines
• Proven track record coaching and mentoring people to improve performance
• Proven track record developing and delivering continuous improvement initiatives
• Highly motivated with the ability to work on own initiative and bring solutions to problems using new ideas and work methods.
• Third level qualification in Legal/ Accountancy / Finance or a business-related discipline, or relevant experience related to the position
• QFA qualified