Key Responsibilities:

• Continually analyse effectiveness of existing Loans strategies, and identify new and improved strategies and opportunities
• Work with the Analytics team and peers to design and monitor reports to help measure the effectiveness of strategies and products, and communicate results to Senior Management
• Define and deploy improved Loans Operational processes and tools to maximise Operational performance
• Continually analyse and review department processes and procedures to achieve maximum Loans Operational efficiency
• Management of Loans Operations Team & Call Centre
• Accountable for the recruitment within the business unit
• Lead efforts and collaborate with all relevant stakeholders (Credit, Risk, Finance etc) to develop and implement Operational changes to improve effectiveness
• Define key performance metrics that measure and drive operational effectiveness
• Integrate, enforce and reinforce key performance metrics at both Agent and Team Leader level.
• Apply statistical techniques to optimize, create, and maintain Loans Operational department performance.
• Cultivate an environment that encourages maximum effectiveness, personal growth and development, open communications and teamwork, providing leadership to team members to maximise energy, commitment and engagement
• Design a training a development plan for all members within the department to ensure development opportunities are offered fairly
• The operational activities include regulated activities such as customer interaction, operational risk management and management of arrears and recovery processes
• Clearly demonstrate adherence to FCA regulations and company policies concerning consumer lending
• Develop, recommend and implement Operational management strategies
• Improve, and where necessary create, monitor and prepare reporting on KPIs
• Review competitors and their position in the mark

Essential:

• Understanding of the full consumer credit lifecycle including acquisition, fraud, account management, collections and recoveries
• Experience in performance management
• Project Management skills
• A positive and self-sufficient leader with a strong commercial acumen
• Commercial and analytical experience with working in a financial services business

Desirable:

• Previous experience of working within a customer focused business
• Regulated financial services experience is preferable
• Understanding the Loans market and competition
• SAS and or SQL experience. Degree in Mathematics / Statistics is preferable