Operations Supervisor (986)

Overview

ROLE PURPOSE: • The role is responsible for the day-to-day line management activity of a number of colleagues. This will include leading, coaching, motivating, supporting and delivering colleagues, to deliver operational requirements. And ensure all regulatory quality and process requirements are met to ensure the right customer outcomes.

Qualifications

: • Ideally educated to GCSE/NVQ level 3 or equivalent • Numerate and literate, ideally grade C or above (equivalent) GCSE English and Maths • 5+ years’ experience in a customer service/financial services environment • Minimum 2 years’ experience leading teams Strong skills in: • Function specific IT systems • Presentation skills • Communication (written and oral) • Problem solving • Data interpretation • Decision making • Commercially aware • Planning/Time Management • Coaching • Working under pressure and to deadlines • Computer literate (word, excel, power point) Good Knowledge of: • People development • Team leading/management • Achieving targets/revenue generation • Good knowledge of legislation specific to their area of work, this may include: • FCA legislation • OFT guidance • TCF • Consumer Credit Act • Data Protection Act / GDPR

Responsibilities

SCOPE OF ROLE: Leadership:

• The role holder is responsible for a team of colleagues, size of the team will depend on the area the role operates in
• The Team Manager is empowered to make decisions around colleague and overall team performance including absence, disciplinary, engagement activity
• Collaborate with & support peers in sharing best practice in the solving of problems and issues affecting all teams Nature and Area of impact:
• Both colleagues and customers are impacted by the performance of the Team Manager and they are accountable for ensuring colleagues put the customer at the heart of everything they do thereby delivering the right customer outcomes.
• The role operates within a governance and regulatory framework and activity will be impacted by regulatory guidelines. This will also require the role holder to understand and complete compliant activities including adherence to process controls. Budget/Financial:
• The role holder does not have any direct budget responsibility; however they are able to allocate overtime and are responsible for monitoring colleague performance against agreed KPI’s.

KEY RESPONSIBILITIES:

• Lead, motivate, develop and support team, including monitoring and reviewing individual performance, so as to ensure delivery of the required company standards and project targets and support the continuing personal and professional development of all team members. Drive colleague continuous improvement through Quality Monitoring.
• Allocate team resource as required, in order to ensure the required service standards and business performance are achieved by the team
• Responsible for ensuring all relevant documentation is completed correctly within team, including closing out any non-conformances, in order that activities remain compliant with company and regulatory requirements
• Act as first point of contact for escalation of queries e.g. team issues, HR, TU, IT, internal compliance, customer, regulator, debt collection agencies, CAB, police, in order to discuss and resolve issues where possible or refer upwards if necessary
• Act as role model and coach for team in order to ensure the continuing development of all team members
• Lead continuous improvement activity that will improve processes for colleagues and customers. They will also be involved suggesting, planning, and implementing initiatives to champion our purpose.
• Contribute to the work of process improvement teams, such as making suggestions for process improvements or piloting new ideas within team, in order to improve processes
• Ensure the implementation of relevant company policies and procedures within their team in order to ensure that staff are aware of requirements and that activities remain consistent and compliant. This will also include the H&S policy – the role holder will ensure the activities carried out are safe and comply with policy i.e. author of risk assessments.

The role holder will be the first point of contact for people issues – this may be from their direct reports, trade union representatives, HR or peers. They will assess the issue and decide on the best course of action, engaging with stakeholders where necessary. Aligning to the relevant policies - this will include conducting investigations and performance, disciplinary, grievance, welfare meetings.

• The role holder is responsible for utilizing the appropriate process/tools to identify high/under performance and will manage each appropriate through PDP, coaching support to maximise the colleague’s performance/potential. The role holder would be expected to recommend a particular course of action to their own line manager where appropriate.
• The team manager is responsible for driving an engagement culture both at colleague and team level, through effective motivation techniques including recognition tools and the use of SHINE. • The team manager will support recruitment activity under the guidance of the line manager and/or recruitment partner. Making recommendations for offers.
• The team manager will ensure that all colleague administration is completed and recorded correctly this will include variance reporting, advising Colleague Experience of role changes, regulatory training etc.
• Responsible for effective communication to their team and any other key stakeholders (CC function, outside of CC & external agencies). Ensuring the colleague understand the part they play in delivering the business strategy and the right customer outcomes.

Lead by example in applying the Company values in their day-to-day activities.

KEY RELATIONSHIPS:

• Direct line manager – to keep them appraised of performance and people activity and to escalate issues where necessary.
• Colleagues – to coach, motivate and engage on day-to-day basis. To conduct regular performance discussions, to hold team/buzz sessions.
• Team Manager peers – to share best practice, work as a team on various initiatives.
• People team members – seeking advice/guidance where appropriate, and for recruitment, training purposes.
• Trade Union representatives – to agree a way forward on people issues and clarify Team Manager decisions. The role holder will engage with the TU prior to and post meetings with colleagues e.g. disciplinary/absence hearings.
• Internal colleagues – for advice on implementing regulatory requirements, process reviews, data checking and ID set up.

KEY DECISIONS:

• Local resourcing decisions e.g., holiday allocation, temporary change of hours, overtime. • Decisions regarding disciplinary sanctions up to and including Final Written Warning. • Contribute to decisions that may lead to termination of employee contract e.g., probationary period • Recommendation of colleague underperformance activity to Senior Manager • Decisions around the application of policies and procedures, escalate as required