Financial Services Team Leader

LG Select
Rotherham, UK
20 May 2019
29 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 framework
  • Identify and measure team training and coaching requirements through 1st and 2nd line monitoring
  • Deal with escalated complaints adhering to the company complaints policy & standards
  • Identify & address conduct risk
  • Organise, prioritise & delegate advisor workloads effectively
  • Organise & priorities managerial tasks effectively on a daily, weekly, monthly, annual & adhoc basis using all applicable tools
  • Production, analysis & recommendation of team and portfolio performance
  • Adherence to all elements of the First Line of Defence operations procedure
  • Identify process & procedure improvements to refine work methods & improve performance
  • Ensure individual & team actions are aligned to a TCF & conduct risk centric culture
  • Manage resources to gain maximum output

Knowledge, experience, skills, other attributes
  • Front line financial services experience
  • Outsource experience advantageous
  • Considerable experience within a collections role essential
  • Quality assurance background advantageous
  • Excellent communication skills
  • Demonstrable experience of continuously reaching monthly targets
  • Excellent knowledge & application of industry compliance inclusive of DPA, FCA, OFCOM & CPA
  • Strong performance management skills
  • Excellent listening skills
  • Recruitment experience advantageous
  • Ability to identify & address conduct risk
  • Strong organisational skills
  • Attention to detail
  • Ability to work well under pressure
  • Good problem solving & analytical skills
  • Working knowledge of relevant computer systems, departmental procedures and monitoring systems would be advantageous
  • Knowledge of relevant customers and products desirable

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