Loans Operations Manager - (Loans Contact Centre)

Job Title: Loans Operations Manager

Job Location: London, South East

Job Salary: £55,000 - £65,000 per annum

Job Type: Permanent / Full-time

Job Ref: J003

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


  • 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


  • 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