Team Leader, RM1

Salary/Rate

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£25000/annum

Location

RM1, Romford, Greater London

Posted

26/07/2019 (17:13) Just Added

Company

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Description

Purpose of the role:                      

Transaction Processing Management            

  • Uses and displays in depth knowledge of the financial services industry and provides a technical reference point for the team and other departments
  • Identify areas of risk within the department and liaise with management to offer and implement appropriate resolutions.
  • Ensure the team meet regulatory, legislative and company standards
  • Supervise the overall workflow management process,  whilst also achieving agreed Service Level Agreements and implementing agreed changes
  • Ensure through robust capacity planning that suitably trained team members are in place at all times and are allocated to deal with anticipated volumes
  • To allocate transactions to team members across assigned work queues
  • Deploy team members against queues for specific work types
  • Maximise productivity and utilization, whilst also meeting agreed quality standards
  • Day to day management of the performance of individuals within the Customer Relations team
  • Set team/individual objectives and follow up with 121s and bi-annual appraisals
  • Provide effective training and support to colleagues with regard to development and changing practices
  • Ensure cross training to eliminate key dependency
  • Produce and analyse weekly and monthly MI

Control

  • Assist Operations Manager to ensure audit activity is fully supported and actions completed within timescales
  • Comply with all HCLIBS policies and procedures
  • Comply with HCLIBS Management Standards

Reporting to:      

  • Operations Manager

Accountability:                              

  • Daily management of work queues
  • Delivery and maintenance of robust capacity plans
  • Performance management of team

Core Competence

  • Good understanding of the Financial Services Industry and the products available – specifically a detailed knowledge of the products associated with protection policies, pensions and mortgages.
  • Have a minimum of 3 years experience in complaint handling
  • Qualified to FA1, CF1 and CF2 (or equivalent), or the desire to achieve this within 2 years of appointment to the role
  • Understands key business metrics and balances BAU appropriately
  • Use appropriate MI to aid decision making and resource planning
  • Predicts potential failings and develop contingencies
  • Build and maintain effective relationships with team members and management aiding constructive feedback and promoting the importance of route cause analysis
  • Performs consistently and monitors staff performance against company competencies, personal objectives and agreed team plans
  • Addresses individual and team performance issues
  • Motivate and inspire team performance to ensure achievement of SLAs and team goals

Type

Permanent

Contract Length

N/A  

Contact Name

Job Reference

TL

Job ID

210493339

Applications

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If you want to get job availability details for your profession and location then click below to submit details.We will Inform you job availability by email when it is available.

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If you want to get job availability details for your profession and location then click below to submit details.We will Inform you job availability by email.

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