Loans Analytics Manager - (Loans Contact Centre)

Contact Centre Recruitment Ltd
£60,000 - £70,000 Plus Excellent Bonus & Bens
03 Oct 2016
21 Oct 2016
Contract Type
Loans Operations Manager - (New Loans Contact Centre) Based: London / South East Salary: £55,000 - £65,000 - Plus Excellent Bonus & Benefits Package Pro-actively own and manage operational activities of an exciting new consumer loan business, from New Accounts through to Collections. Be a key part of the new business area, and build and develop the unit from scratch - 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 market 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

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