Loan Servicing Manager

About the Role

Be 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.

Qualifications

• Loan 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 nonvoice backoffice 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, onetoones, 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 servicing

Required Skills

• Excellent verbal and written communication.
• Resilience.
• Empathy.
• The ability to deliver an excellent customer service through different communication channels e.g. email, letters.

Preferred Skills

• Experience in Motor/Asset Finance/Lending.
• Collections experience.
• Experience of working within a regulated, banking or financial services environment.