OPERATIONS MANAGER - RECOVERIES
Overview
My client a well-established financial service provider is looking to set up a collections team in Dublin and are seeking to hire an Operations Manager to oversee a team of 23 staff with 3 direct reports. The successful candidate will be joining a very well established company from ground/start up level.
The Operations Manager is responsible for all aspects of Operational delivery (Service, Compliance, Risk, People Leadership and Business Growth) Key to the role is developing and implementing a strategic plan and successfully driving it forward to enable the department to achieve its full potential.
You will monitor and measure all current collections and complaints processes along with customer services principles to ensure effectiveness and efficiency whilst retaining full regulatory requirements.
Key Responsibilities
Lead, coach and develop the Team Leaders to define, deliver and maintain an exceptional level of competence within the team to deliver timely, cost effective and fair resolution of customers cases in accordance with regulatory guidelines and current collections principles.
Create, implement and manage a strategic Hub Business plan; including forecasting and planning; to compliantly grow your business whilst ensuring you team embrace the key deliverables, with regular review.
Manage resource effectively to deliver consistently high levels of service to meet customer and business demands throughout the year. Telephony KPIs being achieved daily.
Responsible for daily management of all SLAs with third party agents and auction houses and to ensure the account assignment process is effective.
Own key escalated, high profile and complex cases
Work closely with the Risk and Compliance teams to implement best practice and mitigate risk.
Review cases on a weekly basis to ensure full adherence to collections principles and next action is appropriate and Adhere, promote and embed the companies Treating Customers Fairly policy.
Effective Management of arrears and bad debt to within company budget, whilst ensuring an excellent customer experience.
Ensure all team policies and procedures meet regulatory requirements
Assess, identify and mitigate risks and ensure compliance to applicable internal policies and external regulations e.g. Anti Money Laundering/Data Protection
Provide effective 1st line oversight to identify compliance / risk issues taking appropriate action to address
Maintaining internal complaints processes and procedures aligned to current industry best practice, and any appropriate legal/regulatory requirements.
Recruit, train and employ high calibre employees within budget, headcount levels and temporary resource requirements
Identify skills/knowledge gaps within the team, to drive the team’s learning agenda paying particular attention to cases of vulnerability.
Coach, mentor, and develop staff, including overseeing new employee onboarding and providing career development planning and opportunities
Provide oversight and direction to employees in accordance with the firm's policies, procedures, standards and SLAs
Hold regular one-to-ones with direct reports ensuring that feedback is provided in a constructive way whilst working with the employee to facilitate personal development
Ensure that an effective performance review is operated in line with department guidelines, including setting objectives, personal development planning and performance standards with all direct reports
Working with the Head of Operations and HR Business Partner, develop a culture of performance management, improvement and appraisal as a foundation for excellent organisational performance
Manage all departmental HR issues including monitoring absenteeism, and managing any capability and disciplinary issues
Ensure that team members complete online training when required and are kept abreast of any internal communications
Represent the Collections Team in the wider business through engagement with key stakeholders at all levels.
Be the Operational owner of our Vulnerable Customer procedure.
Monitor and manage emerging customer and business risks through the prompt identification, escalation and resolution of gaps in policy and procedure.
Influence stakeholders from front line, through to executive leaders, making fact driven recommendations from the presentation of robust analysis of root causes and other management information (MI).
Ensure that all Governance and Compliance requirements are adhered to and all reporting and reviewing activities required by the Regulatory Bodies are carried out to the standards required.
Essential Requirements
Strong operational and leadership experience of significant change in a regulated environment.
Comprehensive working knowledge of regulatory and compliance requirements in relation to arrears management
A proven track record of coaching a team to deliver multiple KPI’s in a customer centric/collections environment.
Experience in the analysis of data and the ability to identify trends
Excellent written and verbal communication skills with the ability to explain detailed complex issues in a simple manner.
Excellent Verbal and Numerical reasoning skills. Adept at identifying the core issue and prioritising efforts in responding.
Experience in the analysis of data and the ability to identify trends
Experience in the analysis of data, identifying trends and root causes; and successful track record of account management.
Recent experience of managing a team within a regulated environment
A demonstrable track record of working to agreed targets – preferably in a collections environment.
Expert knowledge of the current guidelines for Collections and Recoveries
Salary: €80,000 - €90,000 + Bonus, Pension & Health Care