About the RoleBe a Team Manager within both the Collections team and the broader Motor team, supporting the business as a whole to deliver growth and other targets, whilst adhering at all times to the overall compliance policy framework within the business.QualificationsLoan Servicing experience is must while Collections experience is good to have. Leadership experience in Team management. Experience of working within a regulated, banking or financial services environment is desirable with expertise in /Motor/Asset Finance/Lending.Responsibilities Lead, manage, and support a team of non‑voice back‑office executives. Ensure daily productivity, SLA adherence, and balanced queue management. Act as the first line of supervision and control for all work completed by the team. Ensure strict adherence to SOPs, regulatory requirements, and internal controls. Identify quality defects, conduct root cause analysis (RCA), and drive corrective actions. Conduct daily huddles, one‑to‑ones, and performance reviews. Liaise with UK onshore teams, SMEs, QA, and Operations Managers. Identify process inefficiencies, risks, or bottlenecks and propose improvements. Team mentoring and coaching individual associates who may fall below desired performance. Handle first level escalations on process issues that cannot be resolved by agents. Monitor random cases to improve quality, minimizing errors and track operative performance. Maintain a strong knowledge of products and services for customers that we are servicingRequired SkillsExcellent verbal and written communication.Resilience.Empathy.The ability to deliver an excellent customer service through different communication channels e.g. email, letters.Preferred SkillsExperience in Motor/Asset Finance/Lending.Collections experience.Experience of working within a regulated, banking or financial services environment.
Job Title
Loan Servicing Manager