Collections & Recoveries Operations Manager - #1698565

The Vacancy

Let us tell you a bit about us

We’re Aldermore – the award-winning bank, trusted and highly rated by over a quarter of a million customers for more than a decade. With our range of specialist mortgages, savings accounts and business finance solutions, we're backing more people to go for it.

We thrive by saying “yes” to our customers. We respect the ingenuity of entrepreneurs and their startups; we give first-timers a leg-up onto the property ladder; we open up the lending market to many; and thousands of customers chose MotoNovo Finance every week to buy their next car, van or motorbike.

This is where you come in. We are on a journey. A journey defined by a destination; to deliver on our purpose.

Let us tell a bit about the opportunity

Our Collections & Recoveries function are a high performing, high profile team; whose primary aim is to assist our customers to get back on track when life events lead to financial distress and their subsequent ability to repay loans that we have made to them for their prized possessions, such as their homes or vehicles.

As an Operations Manager in Collections & Recoveries, you will work closely with the Head of Collections & Recoveries and key stakeholders to ensure the operational teams understand the key drivers and deliver against them. You will manage two teams and two SME’s, ensuring your teams manage the bank safely and ensuring all external regulatory and compliance requirements are adhered to. You will also work closely with the Mortgage and Risk teams to develop and successfully implement required change program and initiatives.

What will your day look like?

As a Collections & Recoveries Operations Manager you will;

• Effectively oversee two Operations teams in Collections and Recoveries for Aldermore, tasked with delivering great service efficiently, against all key goals and performance indicators.
• Ensuring that our Collections processes are delivered compliantly and policies and standards are adhered to and in line with all relevant regulations.
• Interpreting performance data confidently and using this information to drive operational improvements, highlighting areas for change
• Engender a learning and development culture where individuals are actively encouraged to develop and improve their skills, specifically around Operational Excellence, Risk Management, and Fraud
• To continue to develop a continuous improvement culture and ensure the adoption of Operational Excellence best practice. Visual management, Skills Matrix, Colleague Engagement, process control and productivity improvements measured against best practice targets.
• Employee engagement/development to ensure that the following happen, daily huddles, monthly meetings, monthly 1-2-1’s, side-by-side training and succession planning/development of the teams

What do we expect from you?

• Experience of leading a Collections team in a regulated environment is essential
• A proven track record of success, particularly within Mortgage Collections & Recoveries and owner occupied/BTL loans
• A dynamic, enthusiastic, and energetic style of working
• A comprehensive understanding of risk management and proven experience of ensuring own/others' compliance with relevant regulatory processes
• Experience in the leadership of a complex operation within the Financial Services industry
• A proven track record in delivering results in terms of customer outcomes and KPI’s (SLA’s, RAF metrics, Forbearance, Litigation)
• Experience of training, developing and engaging staff at all levels including the delivery of a cultural change program
• Reporting, measuring and analysing performance with a high degree of accuracy and an ability to propose solutions to any issues identified
• A proven track record in the delivery of continuous improvement in a structured environment

What can you expect from us?

• Hybrid working policy – 3 days onsite, 2 days working from home
• A friendly and flexible culture, the same as how we work with our customers
• A growing organisation that means there’s lots of opportunities to progress
• A drive for continuous improvement, which you will be empowered to get behind from day one
• And of course, you will be rewarded competitively, with a good range of core benefits and bonus potential

Still curious?

Join us and we’ll make the same promises to you as a colleague, as we do to each of our customers. We’re committed to building a working environment that values respect, diversity, and compassion. We welcome people regardless of age, disability, gender identity, marital status, race, faith or belief, sexual orientation, socioeconomic background, and whether you’re pregnant or on family leave.

Please note: we have a thorough screening and referencing process, which includes criminal record check

The Company

We champion equality by supporting the exceptions to the rule and getting finance to where it’s needed.

We lend the money people save with us, to people who want to get on in life; build businesses and create employment, buy property for people to live and work in, and purchase vehicles to move families and goods around.

Our behavioural framework underpins our purpose and strategic drivers, as it outlines the behaviours we need to demonstrate in order to succeed. Where our strategic drivers (Stay Ahead Propositions, Relationships That Last and Progressive Platform) outline what we need to do to succeed, our behaviours guide us in how. In your second interview, we’ll ask you to talk through some examples where you’ve demonstrated these behaviours in your previous roles.

As you would expect, we offer a competitive basic salary and reward package, and you’ll also benefit from our commitment to investing in your professional development throughout your journey with us.

Benefits vary across the business depending on the role you do, but these will give you an idea of what to expect:

• Discretionary bonus scheme
• Aviva Digital GP
• Bus And Tram Benefit
• Employee Assistance Programme
• Eyecare Voucher & Display Screens/Desk Set-Up
• Flu Jab Vouchers
• Group Income Protection
• Life Assurance
• Metrolink Annual Pass & Clipper Ticket
• Microsoft Discounts
• Private Medical Insurance Shopping Discounts
• Toothfairy
• Your Workplace Pension
• Hybrid Working

• Critical Illness
• Cycle To Work
• Dental Insurance
• Give As You Earn
• Government Tax-Free Childcare Scheme
• Octopus Electric Vehicles
• Save Our Planet
• Season Ticket Loan
• Spouse Or Partner Life Assurance
• Technology
• Wearable Technology
• Wellbeing App
• Will Writing

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