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Lowell
,
Leeds, West Yorkshire
Process Manager
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Job Type: Full-time |
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Overview
We're Lowell. Haven't heard of us? Then let us say hello. You may not know us, but our reputation's growing. We help our customers pay off their debts in practical and affordable ways. And, we do it honestly, ethically, and without any confusing legal jargon. We're expanding quickly, and looking for people who really want to help our customers turn their finances around. People who really want to make a difference. People like you? So that's us. Now, let's talk about your role. You'll be accountable for ensuring that Regulated and critical business processes are designed to be compliant and executed to adhere to industry regulation and to deliver optimal outcomes for customers. You'll be accountable for the end-to-end customer journey, execution of the process will be the responsibility of others. You'll be a subject matter expert (SMEs) in specific regulated and non-regulated customer processes. You'll ensure that processes are working to the intended standard, delivering fair customer outcomes and adhere to our regulatory and company framework. You'll liaise across all functions to ensure processes are documented, optimised and improved. You'll be accountable for supporting interactions with regulators and clients on their individual processes Key responsibilities and accountabilities: Accountable for liaising with Executive Team and Directors on company processes to share industry and regulatory best practice Accountable for collation of Operational responses to FCA communication, Internal Audit Reviews and 1st Line Assurance and subsequent completion of actions to deadlines Accountable for representing the company in industry forums and think groups Accountable for ensuring policies and processes are executed correctly across all channels and in all departments, that all agents are trained and equipped to deliver to standard Accountable for determining process design and continually improving the quality of service to customers and realise efficiencies Exploring and delivering digital solutions where possible Set Service Level Agreements (SLA's) and holds those executing them accountable for delivery through regular process performance reviews and appropriate MI/dashboards/Governance Accountable for ensuring all documentation, both training and procedural, is accurately maintained Accountable for ensuring that risks are known, managed within risk appetite and are regularly reviewed in line with risk framework Accountable for ensuring effective controls are in place and are performed, to mitigate risk Holds 3rd parties accountable for delivery where appropriate (including suppliers and nonOperations departments) Accountable for delivering Green Audits and ensuring all audit actions are delivered on time (2nd line, 3rd line, clients) Accountable for ensuring all data used by the process is compliant with GDPR and Data Privacy standards Deliver change effectively through small change and/or projects, acting as SME and approver Owns resolution of risk events / ICE How do we say thank you? You have a huge impact on our success and our rewards reflect this. With us you'll get: A competitive salary and annual pay reviews A annual bonus for a job well done 3% flexible benefits; whether you're into fitness or extra holidays, there's something for you. Want more? Our on-site subsidised restaurants serve great food all day. Cancel your gym membership we have one on site - it's free Free parking. A fantastic culture with more little perks along the way. Once you get here, you'll still be going places. We really want to work with you to make your career what you want it to be, so we offer a load of different opportunities to help you develop. What do we need from you? To make the grade, you'll need the following expertise: Strong written and verbal presentation skills at Executive Level Process management experience, including lean and other skill sets Operational risk management expertise Working in a customer facing operational environment Ability to build effective working relationships with a variety of key stakeholders to drive results Ability to work under pressure to make fair, consistent and objective judgements and decisions that stand up to rigorous interrogation Ability to review and analyse data to monitor trend and identify root cause Strong influencing and communication skills Ability to comply with organisation policies and procedure whilst challenging the status quo Ambassador of the Lowell Values who exhibits and embeds throughout their working style Take the next step and apply Got the lowdown? Like what you see? Take the next step and apply. This role is in scope as a Certification Function Manager under the SM&CR regime. Successful appointment into the role is subject to satisfactory enhanced background checks and assessment of fitness and propriety.