Loans Operations Manager – (Loans Contact Centre)


Posted 3 weeks ago

Loans Operations Manager – (Loans Contact Centre)

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

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

Job Features

Job CategoryOperations Manager

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