About This Role

Summary of the role

What you will be doing

• Lead, motivate, develop and inspire team members.
• Active management of team and workload, delivering high level of quality service.
• Full understanding and application of all relevant Company procedures (for example Health and Safety and Human Resource policies).
• Ensure Performance Management system is operating effectively and that all people processes and procedures are followed.
• To ensure operational compliance with Company, regulatory and legislative requirements.
• Act as a point of escalation for complaints as and when required.
• Make decisions in line with Treating Customers Fairly principles outlined by the FCA.
• To continually monitor and challenge performance to improve customer experience and drive efficiencies.
• Ensure departmental KPIs are delivered by using effective resource and contingency planning.
• Contribute to area management team, identifying problems, proposing and implementing solutions at a team/area level.
• Oversight and active management of all aspects of quality assurance.
• Liaise with other operational teams to improve service/working practices.
• Lead local projects and participate in wider projects where required.
• Achieve and maintain Overseer competence under FCA guidelines.
• Compliance - To ensure that you understand and adhere to Company Code of Conduct and, where appropriate, comply with all relevant regulatory policies. This includes completion of any mandatory training requirements.
• Financial Controls - Ensure all expenditure commitments and payments are properly authorised, controlled and monitored, in accordance with Capita's delegated authority requirements.

What we are looking for

• Proven people development and management capability
• Ability to motivate, coach and influence colleagues
• Analytical skills and root cause identification
• Problem solving and decision-making skills
• Creativity applied to complex problems
• Effective networking and relationship building skills
• Can deliver and receive feedback in a constructive manner
• Minimum of 2 years relevant people management experience
• Relevant industry / financial services experience
• Understanding of regulatory requirements - financial qualifications desirable
• Ability to produce and analyse statistical information
• Good knowledge and understanding of TCF outcomes and how they relate to all aspects of Customer Service

The hiring manager to contact is: Lynn Nelson Email: lynn.nelson@diligenta.co.uk

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