Job Description

This is an opportunity to work within a fast paced, customer focused environment, successfully managing customer contact across a wide range of products and services and with some key partners, including global brands within the automotive sector. You will need to have great people skills and a passion to develop a strong team dynamic. You will be able to take people with you through positive leadership and deliver great service whilst ensuring the team evolves to keep pace with regulation, technology and changes in delivery.

• Lead and manage a team to achieve all individual, team and business KPI’s
• Provide all team members with feedback and coaching to ensure individual competence and to improve staff and team performance
• Ensure a consistent high level of quality service standards are provided to internal and external customers
• Promote a culture of efficiency within the team, being able to challenge current ways of working, propose and manage implementation of tangible business improvements
• Collaborate with other operational teams to proactively look for ways to reduce handoffs and costs and improve customer satisfaction
• Minimise business and regulatory risks through rigorous control checks
• Effective management, clear communication and professional liaison with all 3rd party relationships
• Support strategic change initiatives through to completion within your business area
• Responsible for the day to day resourcing and workflow management of a team ensuring productivity and SLA metrics achieved
• Ensure all team members have documented objectives, regularly review individual and team performance targets, outputs and behaviours providing timely feedback.
• Complete monthly performance reviews with all team members and implement performance improvement plans as and when required
• Ensure that all HR policies and procedures are consistently adhered to – completing appropriate supporting documentation and utlising formal processes as and when required
• Ensure robust training and succession plans are in place to develop, engage and retain competent team members
• Ensure that all processes and procedures are version control documented, reviewed regularly and consistently adhered to
• Provide operational and subject matter guidance for all team processes
• Ensure the department achieves all relevant compliance and regulatory activities and meets TCF (Treating Customers Fairly) obligations
• Provide daily, weekly and monthly reporting for all required team metrics
• Timely escalation of any issues on policy, procedures or decision making processes to an Operations Manager

What we can offer?

• Generous contributory pension scheme
• 25* days holiday, in addition to Bank Holidays
• Volunteering days to assist in charity work/CSR Initiatives
• An excellent CSR agenda – Ecovadis Certification
• Flexible working options available
• Study leave where applicable
• Enhanced parental leave
• Occupational Health Programme
• Introduction bonuses for referring an Employee or Customer
• Access to LinkedIn Learning/time towards to your CPD
• Cycle2work Scheme
• Charging points, bike storage, shower & changing facilitates
• Progressive/collaborative culture

Required Knowledge, Skills, and Abilities

• Proven experience in a leadership position
• Experience of managing performance, formally or informally, with a focus on both results and behaviours
• Excellent communication skills: written, verbal, report writing and presentations
• Proven people management experience including feedback, coaching and performance management
• Excellent time management, planning, organisational and delegation skills
• High levels of professionalism and stakeholder management.
• Broad knowledge of UK regulated and finance industry and commercial awareness
• Problem solving capabilities
• Good standard in IT literacy in particular Microsoft Office applications
• Proven experience in managing customer expectations and service delivery.
• Ability to influence others and manage difficult situations
• Self-motivated