Head of Operations - Derby

BCT Resourcing
Derby, Derbyshire
£50,000 - £65,000 per annum
27 Jun 2017
26 Jul 2017
Contract Type
Full Time
Head of Operations


The company has operated in unsecured consumer credit for 16 years and more latterly is preparing to enter the second charge lending sector.

Experienced phenomenal growth over the past 10 years in the UK and have aggressive plans to further expand their offerings in the UK.

The Job Holder will have oversight of the loan acquisition, account management and collections functions. Assessing, monitoring and developing the people, processes and systems to ensure employee and customer satisfaction.

Experience and Skills

The Job Holder will ideally:

* Be an experienced operational manager committed to providing excellent customer service having gained some, or all, of this experience within the financial services
* Have a strong working knowledge of consumer loan products and credit but this is not essential
* Have a sound understanding of the regulatory environment and compliance requirements within a financial services
* Be able to competently manage staff directly and through an operational management team with the ability to engage and motivate

At all times a committed, focused individual with an ability to operate within their own specialism and as part of a senior management team working to drive the business forward.


* Manage all operational staff directly and via the operational management team
* Ensure customer (internal & external) SLA's / service expectations are measured and satisfied
* Ensure company policies and procedures are followed in line with the current regulatory regime and guiding principles
* Maintain, review and develop department processes and inefficiencies in line with a program of continuous improvement
* Handle referred lending decisions or recommendations on finance applications where appropriate within mandated levels. Liaise accordingly with funders where appropriate
* Handle customer compliant escalations and oversee any complaints in relation to manager performance
* Train and coach the operational management team to deliver continuous improvement and to identify/resolve performance issues
* Manage, review and maintain the KPI structure ensuring KPI's are relevant and driving the required performance levels

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