Financial Services Team Leader

LG Select
04 May 2019
21 May 2019
Contract Type
Full Time

Fantastic opportunity to join this technology driven, rapidly growing business. Superb working environment, lots of learning and development opportunities and future leaders programmes along with great incentive schemes and bonus opportunities.

Job Purpose

To lead and develop a team of Collections Advisers in a collections arena to achieve performance KPI’s & value led behaviours in a compliant manner. To achieve internal & external SLA’s in the provision of collection services; deliver process & procedure enhancements to deliver service excellence through adherence to regulatory, company & client requirements. Promoting a TCF & conduct risk centric culture to put customer’s at the heart of everything that they do.

Key Result Areas

Performance management of team using the group performance management frameworkIdentify and measure team training and coaching requirements through 1st and 2nd line monitoringDeal with escalated complaints adhering to the company complaints policy & standardsIdentify & address conduct riskOrganise, prioritise & delegate advisor workloads effectivelyOrganise & priorities managerial tasks effectively on a daily, weekly, monthly, annual & adhoc basis using all applicable toolsProduction, analysis & recommendation of team and portfolio performanceAdherence to all elements of the First Line of Defence operations procedureIdentify process & procedure improvements to refine work methods & improve performanceEnsure individual & team actions are aligned to a TCF & conduct risk centric cultureManage resources to gain maximum outputKnowledge, experience, skills, other attributes

Front line financial services experienceOutsource experience advantageousConsiderable experience within a collections role essentialQuality assurance background advantageousExcellent communication skillsDemonstrable experience of continuously reaching monthly targetsExcellent knowledge & application of industry compliance inclusive of DPA, FCA, OFCOM & CPAStrong performance management skillsExcellent listening skillsRecruitment experience advantageousAbility to identify & address conduct riskStrong organisational skillsAttention to detailAbility to work well under pressureGood problem solving & analytical skillsWorking knowledge of relevant computer systems, departmental procedures and monitoring systems would be advantageousKnowledge of relevant customers and products desirable
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