Summary
Date Posted: Monday, February 20, 2023 , Base Salary: Not Disclosed

JOB DETAILS:
Management Team Manager
Department : Case Management
Reports to : Operations Manager
Company Description
Evolution Money is a young, dynamic organisation and an established lender. We provide specialised homeowner secured loans. Shortlisted for MEN Business of the Year award 2019 and ranked in The Sunday Times Fast Track 100 twice.

Role Objective
Our Case Management Team assess second charge mortgage applications, gaining a thorough understanding of potential customers financial circumstances. They ensure we’re making the right lending decisions through a detailed manual underwriting process. We’re seeking a skilled Team Manager to ensure the team meet our strategic goals, while acting in our customers best interests.

Key Responsibilities
• Monitoring and taking ownership for overall team and individual’s real time productivity. Ensuring the appropriate staff are available to handle applications within SLA and whilst ensuring the fair treatment of all customers in line with our customer charter.
• Using KPI MI to drive performance delivery.
• Completing all weekly/monthly activities to assess ongoing competency of agents as set out in T&C scheme.
• Providing training, feedback and coaching around evaluations from Level 1 monitoring completed.
• Holding staff buzz sessions to share results and communicate performance against target along with business updates.
• Using effective tracking tools to monitor attendance, punctuality, performance and behaviour identifying and addressing negative and positive trends escalating to operations manager where required.
• Assisting with staff recruitment when required, interviewing in conjunction with management and HR.
• Supporting Operations Manager, acting as coach and or mentor where required to support ongoing development of staff and attainment of results.
• Acting as a first point of reference for all escalated internal and external queries.
• Assisting in the investigation of complaints in line with internal procedures where required.

Required skills and experience
• Proven experience in developing and leading highly performing teams
• Minimum of 12 months experience undertaking a similar role, preferably within a FCA / financial services environment
• Excellent customer service skills
• Excellent communication skills and the ability to build effective working relationships at all levels and across all departments
• Professional, self-motivated, pro-active individual, capable of assimilating information quickly to be effective in a short period of time and to meet tight deadlines

Job Experience: No Requirements

Work Hours: 8

Level of Education: Bachelor Degree

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