Senior Customer Contact Centre Manager

We are looking for an experienced professional to join our team as a Senior Contact Centre Manager for the Tasman portfolio, a performing Residential Primary dwelling & BTL Tracker portfolio. The role will report into the Head of Tasman Mandate.

The Senior Contact Centre Manager will be responsible for managing and leading a large Contact Centre. In this role you will be ultimately responsible for the management of the teams involved in the execution of servicing and the management of accounts in arrears. This is an important senior role within Mars Capital, servicing a third party client, AIB who are the owners of the portfolio.

What will you be doing?

* and manage Contact Centre operations and implement policies, objectives, and initiatives.
* accountable for the delivery of SLAs/ KPIs for the team
* structure, guidance, and direction to the teams.
* and motivate the teams to drive performance and quality standards.
* manage all internal and external stakeholders
* promote risk culture, leading by example and setting a “tone from the top” that reinforces and enhances the risk and control environment.
* strong / effective governance structures in the team and with the client and other stakeholders
* accountable for the delivery of regulatory and mandatory standards in compliance with company processes and procedures
* with all areas of the business to support the needs of the team/department and to achieve strategic outcomes.
* that the customer is a key consideration in the course of strategic decisions, objective-setting, and business plans, demonstrating understanding of Mars Capital’s risk appetite and conduct risk policies throughout.
* own assigned incidents, incident actions and Risk Forum / Risk Committee actions are managed effectively, ensuring closure within agreed timelines as well as those within your team.
* awareness of the regulatory environment in which the firm operates and proactively escalates and addresses and breaches of these requirements.
* demonstrates that “the customer is at the heart of everything we do” through their engagement with customers, and through the resolution of queries and issues in a timely and effective manner.
* in conjunction with complaints and errors teams to share learnings and embed culture of continuous improvements.

Skills & Person Specification

* least 5 years of leadership experience in all the aspects of Call Centre Operations including Mortgage servicing / debt management.
* in managing a third party, overseeing performance and achievement of key deliverables
* to date knowledge of CCMA, CPC, MARP and how to apply these through interactions with customers.
* awareness of Risk and Control agenda
* and articulate verbal and written communicator, exceptional interpersonal skills. Relationship management is essential.
* thinker with sound judgement, negotiation, and decision making skills.
* starter, entrepreneurial mindset, confidence to assume responsibility and initiative.
* prioritisation and organisational skills.
* record of coaching and mentoring high performing teams.
* motivated with the ability to work on own initiative and bring solutions to problems.
* knowledge of Microsoft Office applications, with the ability to quickly learn new systems
* level qualification in Finance or a business-related discipline, or relevant experience related to the position.
* or APA qualified.

Why Mars Capital?

Mars Capital puts the customer at the heart of everything we do by seeking to understand the circumstances of our borrowers and help them, using all reasonable means available, return to long term financial stability. Mars Capital is also part of the Arrow Global Group. Which is a leading European investor and asset manager in the non-performing and non-core assets sector. Operating in five different geographies and servicing over 9 million customer accounts. Our Purpose – building better financial futures.

We offer a competitive salary and attractive benefits package, and we pride ourselves on rewarding success with our excellent bonus scheme and incentive package. We also have interactive subsidised events, colleague engagement teams, employee recognition and development programs and the opportunity to work collaboratively with multiple European countries.

Please note – we are an equal opportunities employer and CBI regulated company – we will conduct credit, fraud, criminal record and 5-year reference checks as part of our pre-employment screening. (Strictly No Recruitment Agencies Please)