Responsible for managing the daily operations of the outsourced collections operations; ensuring commercial, quality and operational efficiency targets are delivered to plan, by providing clear direction and focus at both a strategic and tactical level.
Lead, motivate and develop the Team Manager (TM) team to deliver business and client targets, ensure adherence to compliance legislation and guidelines and manage in accordance with the company’s competency framework, policies and procedures in a ‘can-do’ and best people practice management culture.
Understand key performance indicators by client to ensure the continued delivery against Wescot’s clients’ service level agreements. Be accountable for managing and delivering performance, at both strategic and tactical levels, by having a clear and in-depth understanding of what needs to be achieved by whom, by when and how. Ensure in depth client, product and regulatory knowledge in order to act as SME and key liaison officer for clients in relation to client call audits and operational visits.
Responsible for working proactively and constructively with other company stakeholders to establish and maintain department performance, policies and procedures.
Build strong relationships based on trust, professionalism and ability to deliver with client counterparts.
Create a culture of communication and engagement within the department, ensuring regular opportunities for two-way communication across all colleagues, either directly or via the management team.
Lead on tasks and projects related to the performance, quality and efficiency enhancement of the operation as required.
Review performance, quality and efficiency in line with relevant MI provision and other performance indicators (daily, weekly, monthly, ad hoc) and address non-performance in a timely and focused manner.
Taking ownership of creation of, and then presenting succinctly, team /client performance packs at various governance forums including performance against KPI’s, commentary to support trends/fluctuations and plans to address performance shortfalls.
Developing the talent of Team Managers by conducting regular (every 4-6 weeks) 121/company appraisal sessions, using relevant documentation. This includes use of PDP or PIP as appropriate to the TM development needs.
Conduct any appeal hearings under formal company policies such as disciplinary, sickness/TOFD RTWs and attendance reviews, FWRs and grievances.
Support client visits, audits and call calibrations at a senior level to represent company as a POC and expertise on 1st Line Of Defense compliance, process or procedure matters.
Attend CQ meetings in line with schedule, representing operational performance and plans.
Review and input into internal audit responses and operational risk submissions as required.
Lead the quarterly bonus calibration sessions to decide eligibility for TM, TL and agent bonus.
Lead team meetings in line with schedule; review and challenge performance ensuring TMs and TLs are driving the correct behaviours and standards to uplift performance at every opportunity.
Attend own team meetings in line with schedule, reporting back on departmental performance, trend identification and action plans.
Participate in TL and TM recruitment as required.
Act as a key point of contact for expertise for the business and clients for operational issues and engagement, including internal audits, change control and operational planning. Recognising when to utilise product/regulatory SME’s to support operational success.
Act as POC for the TM team on policy and people queries.
Deputising for the Head of Outsource Solutions; leading team meetings and representing the role in internal/client governance forums, projects and duties where required.
Proven track record of leadership, coaching and performance delivery in a contact centre management role.
Proven experience of managing in an inbound and outbound contact centre environment. Outsource experience is desirable but not essential.
Demonstrable knowledge of banking sector customer and regulatory processes.
Ability to communicate and influence with gravitas at all levels within the organisation. Experience in leading meetings with a junior management team and stakeholders and representing the company in meetings with clients or external third parties.
Passionate about delivering the right outcome for the business, client and customer and the proven ability to inspire this in others.
Passionate about creating the right employee experience through role-modeling positive management culture, managing effective performance, maintaining excellent behavioral standards and effective communication models with proven ability to deliver this.
Commercially aware, analytical and possessing sound business acumen and decision-making skills.
Ability to prioritise workload through applying thinking against urgency v importance / value to business / effort required.
Ability to work on own initiative and as part of a team with proven ability to innovate and deliver change.
Ability to use Microsoft Office.
