Our client, is a unique sub-prime, niche mortgage and secured loans solution centre providing customers with access to a comprehensive range of products, complementary services and skills.
They are currently seeking an experienced professional to join their Head office team in Chester as Operations Resource Planning Manager.The primary function of this role is to assist the Senior Management team in the execution of the Company business plan.
Review MI, highlighting trends to Management team
Manage third party relationships to ensure SLAs are maintained
Review and manage the Operational bonus scheme to ensure it is effective recommending changes where necessary
Collate all MI for bonus payments to be made
Review and manage the performance management programme ensuring it is effective and achieves the company objectives
Continually review the Operational capacity, taking into consideration efficiencies/head count and refer findings to Directors
Work with Directors, Management team and staff to review and develop working practices/efficiencies to ensure they meet with the company requirements and the Brokers expectation, always looking from the brokers perspective Working with Directors, ensure staffing levels are commensurate with the business needs.
Ensure monthly targets are communicated to Team Managers, reviewing on a daily basis discussing finding with Directors.
Work with Resource Manager to ensure full capacity.
Mandate management -update Management team of who will be mandated and when ensuring we are on plan to reach our operational capacity.
Work with Directors on seating plans, taking into consideration planned recruitment
Co-ordinate process review meeting seeing through to implementation
Work with Testing Manager to carry out user acceptance testing
Work with Testing Manager/Training Manager in the communication of new releases
Continue to review telephony stats referring to Operations Managers and Team Managers where necessary
Review T & C reports collating remedial action points, discussing with operations Manager Review desk review and quality audits, collating remedial action points, discussing with Operations Manager
Work with Customer Care Manager in the resolution of complaints, investigating, creating response letters, analysing root cause and coaching Team managers on corrective action Maintain Complaints database, feedback of Root cause/corrective action taken to Directors Monitor service standards and the delivery of customer service referring findings to operations Manager for corrective action to be taken where necessary
