Senior 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.

How You’ll Make an Impact

* Oversee and manage Contact Centre operations and implement policies, objectives, and initiatives.
* Fully accountable for the delivery of SLAs/ KPIs for the team.
* Provide structure, guidance, and direction to the teams.
* Lead and motivate the teams to drive performance and quality standards.
* Effectively manage all internal and external stakeholders.
* Actively promote risk culture, leading by example and setting a “tone from the top” that reinforces and enhances the risk and control environment.
* Foster strong / effective governance structures in the team and with the client and other stakeholders
* Fully accountable for the delivery of regulatory and mandatory standards in compliance with company processes and procedures.
* Collaborate with all areas of the business to support the needs of the team/department and to achieve strategic outcomes.
* Ensure 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.
* Ensure 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.
* Displays awareness of the regulatory environment in which the firm operates and proactively escalates and addresses and breaches of these requirements.
* Consistently 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.
* Work in conjunction with complaints and errors teams to share learnings and embed culture of continuous improvements.

Expertise

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

Central Bank of Ireland (“CBI”) Fitness & Probity Regime Some of our roles are Control Functions (“CF”) as defined by the Central Bank Reform Act 2010. If a vacancy is for a CF role, it will be indicated above. For CF roles, appointment will be conditional on Mars Capital being fully satisfied that the appointee meets the requirements as set out in the Fitness and Probity Standards 2018 issued by the Central Bank of Ireland. In the case of proposed appointees to Pre-Approval Control Functions, this includes prior approval by the CBI of such appointments.