We invite you to explore a future with us at PRA Group, a diverse and growing company that has a tangible impact on the global economy.
Position Summary:
PRA Group is one of the UK’s largest buyers of debt accounts. As debt solution specialists, we work with our customers to help them resolve their debt in an affordable way that works with their budget.
All PRA employees share a common set of values and commitments that define how we treat each other, our customers, and others. Simply put, they’re the principles that reflect our company’s culture:
* Committed to always doing our best work
* Accountable for our actions
* Respectful in our interactions with each other
* Ethical in every situation
* Successful because we work together as a team
Main Duties and Responsibilities:
An exciting opportunity has arisen within our Core Operations department for a people-focused, target-orientated Team Manager. The successful candidate will be responsible for leading and supporting a team of frontline colleagues who deliver good customer outcomes and strong collections performance.
* Deputise for Operations Manager and contribute to Core Operations Leadership Team direction
* Hold regular, interactive coaching sessions with your team to help them achieve their full potential
* Facilitate monthly 1-2-1s to have honest conversations about performance & set clear expectations
* Motivate, develop and value your team to enable them to succeed in all aspects of their role
* Support, improve and manage performance on an individual and team level
* Follow the performance management, absence, capability and disciplinary policies as required
* Ensure customers are treated fairly and generating good outcomes is at the heart of what we do
* Create a successful collections culture while delivering strong compliance results
* Deliver on agreed KPIs, including quality, risk, people, efficiency and values
* Analyse team performance data to identify trends and inform coaching focus
* Effectively communicate business updates to frontline colleagues & check understanding
* Assist team members with any queries, taking escalated interactions where required
* Provide regular updates to operations managers on impacts to team, customer and business
* Appropriately address and document conduct concerns
Experience/Qualifications:
* Proven success in a contact centre Team Manager role (ideally in financial services or similar)
* Effective leadership, communication and interpersonal skills
* Previous team development/coaching experience
* Performance management experience & success
* Advanced PC skills to include: Excel, Word, PowerPoint and Outlook
* (Desirable) Previous exposure to Operations Manager duties
Benefits:
* Earn annual bonus of up to £6,000 (dependent on team and individual performance)
* Hybrid working (3 days in office/2 days from home) after 3 months
* Paid holidays increasing with length of service, starting at 28 days per year
* Free education available! Includes: LinkedIn Learning, Modern Apprenticeships & e-Learning library
* Holiday Purchase Programme
* Private healthcare cash plan, with money back on everyday healthcare like: optical, dental & physio.
* Employee Assistance Programme (EAP) provided by AXA PPP Healthcare
* Cycle to Work Scheme
* Childcare Vouchers
* Immediate access to our fantastic discounts on: retail, travel, insurance, leisure and so much more!
Compliance Responsibilities:
* Embed the Group’s Values and Group Code of Conduct to ensure adherence with the highest standards of ethics
* Understanding of and responsibility for ensuring:
o adherence to company compliance policies, including management of risks
o compliance with applicable laws and regulations
* Completion of mandatory training to avoid adverse effect on the business, interests or reputation of any Group Company, eg:
o those governing securities activities
o company law, anti-money laundering, terrorist financing and sanctions
o the Group’s policies and procedures
o the Group Code of Conduct
* Effectively and collaboratively identify, escalate, mitigate and resolve risk and compliance matters
PRA Group (UK) Ltd applies Equal Opportunities policy at all stages of recruitment and selection process. Shortlisting, interviewing and selection is carried out without regard to gender, sexual orientation, marital status, colour, race, nationality, ethnic or national origins, religion or belief, age or trade union membership. Those with disabilities meeting the minimum requirements for the post will be shortlisted and reasonable adjustments will be made to ensure they are not disadvantaged during the interview process.
About Us
As a global leader in acquiring and collecting nonperforming loans, PRA Group returns capital to banks and other creditors to help expand financial services for consumers. For more information, please visit www.pragroup.com.
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