Credit Operations Team Leader

Role Overview

• Oversee day-to-day team operations.
• Monitor team performance, ensure adherence to SLAs and quality expectations and report on metrics.
• Alongside the Operations Manager, establish clear objectives and personal development plans for team members, managing performance against these.
• Provide 4eye check / approval capability for the team.
• Motivate team members, recognising high performance and rewarding accomplishments.
• Support Allica’s Change programme, providing Operational SME knowledge or resource as required.
• Discover training needs and provide coaching as appropriate.
• Ensure Annual Mandatory Training and all other required training is scheduled and met personally and across the team.
• Listen to team members’ feedback and resolve any issues or conflicts.
• Work closing with Operations Manager and QA/QC to review all team processes and procedures to assure that key failure points are identified and appropriately flagged.
• Support the operational forecasting and demand management processes to ensure delivery of operational capacity and capability to meet operational and customer objectives.
• Ensure controls and checks are being followed to ensure all activities managed are effectively and in a timely manner, escalating issues and problems to the Operations Manager.
• Support the training of staff on operational tasks to ensure adoption and cascade of appropriate policies, reporting and escalation within the Operations team and to Risk & Compliance or the MLRO as required.
• Adhere to and support Allica’s risk management framework.
• Ensure full compliance with Allica’s policies as required.

Requirements

• A strong customer service ethic: Experience of delivering a high standard of customer experience.
• Proven experience as a Team Leader or Supervisor, preferably in Financial Services / regulated environment.
• In-depth knowledge of process management and ability to deliver volume tasks on daily / weekly / monthly basis.
• Evidence of quality relationship management skills and the ability to engage across a wide range of differing stakeholders.
• Change management experience.
• Strong technical skills, especially MS Excel, PowerPoint, SharePoint, Outlook, etc.
• Excellent communication and leadership skills.
• Organisational and time-management skills.

Benefits

• Full onboarding support and continued development opportunities
• Options for flexible working
• Regular social activities
• Pension contributions
• Discretionary bonus scheme
• Private health cover
• Life assurance
• Family friendly policies including enhanced Maternity & Paternity leave