Address
Form of work
SalaryLocation Harrow
- Job Type: Full-time
- Salary: £40,000- £45,000 with up to 20% annual salary as bonus
- Location: Harrow
- 100% Office based
We are seeking an Operations Manager to enhance the operations of our business. This role involves developing and improving processes, as well as managing the Customer Engagement Team to ensure high-quality, efficient, and compliant service. The goal is to maximise revenue for our clients and provide excellent service by ensuring productivity and quality performance are as strong as possible. The Site Operational Lead will manage and mitigate risk within the scope of their role and address any issues that could impact cost, revenue, compliance, or reputation.
Day to Day of the role:- Provide leadership, management, oversight, and control of the Collections Operational functions.
- Monitor, manage, and motivate your team, taking ownership of complex/escalated accounts.
- Coach individuals and teams, ensuring all activity and progress are documented.
- Conduct Quality Assurance by evaluating and scoring interactions and reviewing account handling.
- Hold monthly performance reviews with Customer Engagement Specialists and admin staff.
- Manage attendance and timekeeping, plan and manage resource levels, and conduct Return To Work interviews.
- Support the induction and training of new starters.
- Monitor and manage team members’ work volumes and ensure activity aligns with Client Agreements/SLAs.
- Assist with disciplinary matters, recruitment, and integration of new clients, policies, and procedures.
- Promote a culture of professionalism and positivity, recognising and rewarding team members that excel.
- Identify opportunities for improvement at individual, team, and company levels.
- Attend client meetings and networking events, manage risk, and ensure efficient client onboarding.
- Good level of education to GCSE or NVQ/GNVQ level (or equivalent).
- Experience within a Collections, Recoveries, or Credit Control environment (Call Centre experience desirable).
- Knowledge of Collections industry guidelines and regulatory requirements (CSA, FCA, and TCF).
- Attention to detail and high level of accuracy.
- Excellent communication skills with the ability to engage with internal and external stakeholders.
- A “can do” attitude with the ability to prioritise, organise, and deliver to deadlines.
- Ability to motivate others and provide effective coaching and feedback.
- Professional demeanour, treating sensitive information with confidentiality.
- Competitive salary with the potential to earn up to 20% of your annual salary as a bonus.
- Opportunities for professional development and growth within the company.
- A dynamic and supportive work environment.
To apply for the Operations Manager position, please submit your CV and cover letter detailing your relevant experience and why you are interested in this role.
