Operations Manager (Credit)

ALD Automotive ,
Bristol, Bristol
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Job Description

" An exciting, newly created position reporting to the Head of Retail Care we are currently seeking an experienced Operations Manager who can evidence a strong background within Credit Management. Falling under the stewardship of our Customer Service Director, the ALD Automotive Customer Service function provides market leading support to all ALD Customers, whether Fleet Managers, Drivers or Dealer & Broker Partners encompassing the ALD brand, our White Label & Banking Partners throughout the UK market. Key Purpose \t * Managing day to day operations of the teams within the Credit Department to deliver the highest quality customer service in line with approved budgets and resource plans whilst reducing aged debt \t * Ensure that KPI's/SLA's and all agreed objectives are met by the teams. \t * Ensure through a data driven approach to operational and performance management that opportunities for improvement are targeted, tangible and cost effective. \t * Vulnerability lead for all customer facing departments to ensure delivery of high quality customer interactions together with appropriate improvement plans at all levels of our business to continuously strive for improvement as well as ensuring compliance with the latest regulation. \t * Build a strong working relationship with Heads of Customer Service and other Operational Managers to ensure awareness of key operational decisions, performance expectations and longer term planning \t * Ensuring compliance to regulation and policy in particularly around the sending of statutory notices Summary of Responsibilities \t * Lead and facilitate operational planning at a daily, weekly, monthly intervals and to include planning for quarterly cycle with support from Planning/Resource teams. \t * Facilitate departmental daily priorities and provide relevant reporting to Head of Retail Care. \t * Ensure that Quality and Productivity standards are monitored and managed effectively across the teams. \t * Lead, coach and continually develop Team Leaders to enable them to drive ongoing service performance improvement and employee engagement within the Customer Service Functions. \t * Build and maintain an operational environment focussed on Advisor empowerment, decision making and ownership, enabling talent development and succession planning. \t * Actively identify opportunities for improvement and manage the implementation of solutions for efficiency, performance or customer experience improvements across the Customer Service department. \t * Participate in the ongoing design, implementation and development of operational processes and service to enable the function to meet the business plan and adhere to all operational controls and risk management requirements. \t * Deal with escalated calls/enquiries, be an escalation point for team where team leaders need additional support. \t * Work cross functionally to ensure that Customer Service plans and execution is aligned to ALDs strategy. \t * Participate within the Operations Manager working group to form a cohesive approach to operational management. \t * Build a collaborative relationship with colleagues in other Customer Service teams and the wider business to deliver the best possible service proposition for customers and prospects. \t * Drive ongoing improvement in performance to address feedback provided from team members and customers. \t * Manage 3rd party relationships for the collection of arrears \t * Risk management of all credit related activity \t * Own, develop and deliver a market leading Customer Experience through a clear strategy, policy framework and processes to ensure policy adherence with roadmap to support vulnerable customers \t * Creation and ongoing ownership of MI to be reported to Customer Excellence committee and Ops Board members Essential Criteria \t * Minimum of five years' experience in Credit Management managing a team on a daily basis \t * Minimum 12 months experience of managing customer vulnerability \t * Knowledge of CCA, CONC and other regulatory guidance \t * Risk ownership and management \t * Policy development and adherence \t * Process design with efficiency and effectiveness at the core \t * Performance and productivity management with ability to drive and evaluates performance, controls and behaviours within own business area. \t * Coaches and develops team members in order to fulfil their potential \t * Evaluates people's knowledge, skills and behaviours to ensure competence in line with role requirements. \t * Promotes and delivers an environment focused on customer excellence. \t * Shows clear understanding of issues affecting own business area and company strategy. " Education: Not Specified Employment Type: Permanent

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