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.
Lead, manage, and support a team of non‑voice back‑office 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, one‑to‑ones, 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
