In this role, you will ultimately be responsible for managing and developing telephony, email and social campaigns for the direct sales channels. Using MI and insights, you will be constantly looking for ways to improve processes and ways of working across the sales teams by reviewing and refining current processes and never settling for second best! i.e. by optimising campaign conversion, improving abandonment rates, ensuring appropriate call cadence, improving conversion to fund rates, implementing efficient shift patterns etc. whilst working within FSA and RCSA parameters.
Typical duties include:
* This role will be certified under the SMCR regime
* Managing effective and efficient processes and procedures and ensuring that Together remains compliant with all internal and external requirements
* Identify and understand emerging customer trends, keeping Together ahead of the market, and identifying the potential impact on, and the risks to the strategy. This includes technology, customer and intermediary trends.
* Implementing best practices to streamline operations, reducing processing times, and minimizing errors
* Support the SMF so that a risk and compliance culture is embedded and meets the Group Risk appetite.
* Tracking and reporting on key performance metrics related to operational activities, including workflow management, customer and client satisfaction levels, along with operational efficiencies
* Acting as a liaison between the operations team and senior management, providing updates on operational performance and any significant issues affecting service delivery
* Role model and set standards aligned to the company beliefs, in both personal conduct and the management of team/individual performance.
Qualifications
Ideal qualifications and experience:
* Managing telephony sales teams
* Strong knowledge of commercial/corporate lending products and services
* Experience in managing teams and improving operational workflows
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